Earphones won't pair

[Kcg010]

I bought my versa about 2 weeks ago and had no issue connecting and pairing to my earphones. After a couple uses, I tried to use them today for my run and noticed my versa didn't connect to them. I reset the earphones thinking they must've paired to my phone and finally my versa connected to them, but when I click them to pair, the pairing screen stays on for over 5 minutes. I've tried to connect them to my phone to make sure it's not the earphones and they connect. I've disconnected them from my phone and have even restarted my versa and still have the same issue. Can anyone help?

[LiliyaFitbit]

Hello @Kcg010  thanks for joining the Fitbit Community, it's great to have you on board! I am sorry for the delayed response. 

Thanks so much for taking the time to troubleshoot what you're experiencing with connecting your earphones to your Fitbit Versa. I would like to confirm if these are the steps you've followed How do I connect Bluetooth audio devices to my Fitbit watch?

Looking forward to your response!

[Kcg010]

@LiliyaFitbit @I followed the steps in the link you provided, again, and it didn't work. I tried connecting the earphones on my friend's versa and they successfully paired. I'm not sure why mine gets stuck on the pairing screen

[LiliyaFitbit]

Hi @Kcg010 , it's nice to see you back on the Community! I am sorry for the late response. 

I appreciate your efforts trying to resolve this. Thank you for letting me know that you're able to connect the earphones on your friend's Fitbit Versa. I've gone ahead and sent your information to the Customer Support team so they can investigate further. You should be getting a reply soon, please keep an eye on your inbox.

Feel free to reach out if you have any other questions.