Factory reset not working

[alixandraf92]

Just got a Fitbit versa second hand. It has been locked but the seller can not unlock using their phone as they had already removed the device.  We both contacted help centre and they won’t help me because I bought it second hand.  Currently trying to see if the seller still has her receipt from original purchase, but if she doesn’t, Fitbit say they can’t do anything for either of us.  Does anyone have any other ideas on how to fix this?  Fitbit also say they don’t have anywhere I can take the Fitbit to be fixed (they think it is malfunctioning due to the factory reset not working for me). 

[N8teGee]

Hi @alixandraf92, nice to see you in the community.

I'm sorry to hear of the issues you have. Obviously the warranty issue is down to Fitbit, so you would need to discuss that with them further. 

At this point it's worth giving the hardware factory reset a try (3 button combination reset), the instructions are below.

On the watch, hold all three buttons for about twelve seconds. This will trigger the 2-button hardware restart after about eight seconds.

- When the Fitbit logo appears, then disappears, release the bottom right button, whilst continuing to hold the left and top right buttons until you feel a strong vibration. This indicates the factory reset was initiated.

- This process may take several seconds, and eventually, the Fitbit logo appears and the device boots and displays go to Fitbit.com/setup.

- If you fail to release the bottom right button in time or otherwise don't follow the procedure precisely, the Fitbit logo reappears quickly and boots without factory reset.

[alixandraf92]

Thanks for the help, but as stated in my original post, the factory reset is not working 😞