Display won't turn on

[WrinkleFreeDiva]

I purchased my FitBit from FitBit on April 21, 2019.  Today I got the black screen of death, yet my FB is still syncing my steps according to the app on my phone.  I have tried resetting/restarting according to the instructions but nothing happens. My FB is not even two months old so needless to say I am NOT happy!

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community @WrinkleFreeDiva. 

Thanks so much for taking the time to troubleshoot the issue you're experiencing with your recently purchased Fitbit Versa which won't turn on. I appreciate the information that the device is still syncing your steps. I totally understand how you are feeling and would like to confirm the steps you took to restart your device: How do I restart my Fitbit device?

If the issue persists, please follow the steps to do a factory reset. Please note that you'll need to reinstall any apps on your device after the reset, and if you couldn’t sync your device, then any data on the Fitbit device will be lost. In order to do the factory reset, please do the following:

1. On the watch, hold all three buttons for about 10 to 12 seconds.
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive).
3. When the device vibrates, release all buttons.
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. Once the Fitbit.com/setup screen appears, open the Bluetooth settings on your phone and unpair the watch from the list. Then, please set up the watch back to your account with the instructions on this link: How do I set up my Fitbit device? 

Let me know how it goes, I'll be around!

[WrinkleFreeDiva]

I tried resetting AND and doing a factory restart according to the instructions and never got the FitBit screen.  It was on the charger all night and now it is not working at all.  😞

[LiliyaFitbit]

Hi @WrinkleFreeDiva, thank you for your reply. I am sorry for the delayed response. 

I appreciate all the efforts in trying to fix this issue. Since the steps you tried didn't work, I've gone ahead and escalated your case to our Support team, for them to assist you further and provide a solution. Please keep an eye on your inbox for further instructions.

If you have any questions, feel free to let me know.