Device no longer found after syncing issues

[Boydie360]

I have been using a versa since release with some issues but has been working fine for months.

I released today that it has not actually synced since 29th October (I never check as it always did it automatically before) and when I tried to force a sync now, it wouldn't do it. Tried all the usual things like turning off phone/watch/bluetooth, reinstalling app, clearing cache... all done multiple times with no success.

However now the versa isnt even showing up as a device. When I go to set up device it finds it but then gets stuck for a while before saying its not working: 

Once or twice I managed to get to the point of entering the 4 digit pin from the watch but again it then gets stuck and eventually say it cant find the watch.

So I have lost a months worth of data and now cant reconnect the watch to my account. I know its not a compatibility issue as it worked before with the same phone. I also noticed the watch has got 5 minutes out of sync time wise too.

It is very frustrating, any advice would be appreciated. I dont want to do a factory reset if possible as I need some of the apps for work and if I reset and still cant sync I wont be able to re-add them!

Thanks

[SunsetRunner]

hi, I would advice you to contact Customer Service/Support:  https://help.fitbit.com/?l=en_US&c=Topics%3ATroubleshooting, good luck.

[Marrrmaduke]

@Boydie360 if I understood correctly your versa is still linked to your Fitbit account and paired with your phone. You cannot simply add it again without prior removal from the account and phone's settings. You don't mention your phone model and OS. Please do.

Let's try this for now:

1. Unpair (remove) Versa from your phone's bluetooth settings
2. Uninstall the Fitbit mobile app
3. Reboot your phone and install Fitbit mobile app
4. Reboot your Versa by pressing and holding the left and bottom right buttons until Fitbit logo flashes
5. Login to Fitbit mobile app
6. Grant all permissions and sync.