FitBit Versa 2 screen not responding to touch

[EmilySanDiego]

I recently got the Versa 2 in December. It was working fine up until a week ago. 

It's not responding to touch when I scroll to the left or up to look at the menu. When it finally scrolls and I try to press on an icon (i.e., exercise, alarm), it wont respond to touch again. It sometimes crashes while scrolling and it would just get stuck and stop working. A lot of people seem to be having similar issues based on what I've read in this FitBit community page. I've tried restarting my device several times and the issue still persists. I've had the Alta and Charge 2, and Versa 2 is my least favorite, to say the least -- It is extremely inconvenient and I should not have to spend so much time trying to trouble shoot to try to fix it. I understand things do break sometimes but this is really disappointing.

Please advice on how to move forward. 

-Emily 

[ChrisJohn421]

i have the same exact circumstances.  Purchased in December and a week ago my versa 2 started having the same issues.  My wife’s versa 2 is working perfectly though. So I have no clue what’s going on

[LaurelWG]

I have the same problem except I don't know how to reset it or restart it like you can with a phone to clear an error or get out of being stuck

[EmilySanDiego]

FYI - the left side button also does not seem to be responding. I've tried resetting it multiple times and it is not fixing the issue. 

Please advise on how to move forward.

-E

[laurenmcvey24]

My Versa 2 screen is not responding either.  Most of the time lately I can't check messages or end my silent alarms by clicking on the check mark. Sometimes the side button doesn't work either and I can't turn the watch face on or end alarms....my Versa just keeps buzzing half the morning from automatic snoozes on the alarms since I can't turn them off!  Sometimes it won't even turn on when I lift my wrist up, even though it's on that setting, and I can't even check the time!  It's been like this for about 2-3 weeks now and I'm about ready to return it and go with something different.  

[LaurelWG]

This morning I looked on the fitbit site and it said to hold the side button for 10 seconds-i counted 10 seconds, and then release. It is no longer frozen and it looks like it's all there. I think there was an update to our fitbit Versa

[pilkmania]

I got the Versa2 in December.  It just stopped working.  Clock face is there but no touch.  Can't swipe.  I restart it with the side botton(hold for 10 seconds).  Maybe it works for a minute and then freezes half way between clock face and a swipe.  Have to restart it again.  Tried the dropping/re-pairing.   Still syncs, but the watch is unusable.  The iOS app and Win10 app I have connects to it and says it is fine...but the watch no work.  WTF Fitbit?  What are we supposed to do?  Only owned this thing for 3 months and it is acting like it is a brick?  Warranty?  What are you doing for us?

[EmilySanDiego]

Try calling the (877) number in the link below.
I got a hold of them right away, asked me several questions, and walked me through trouble shooting. Since the trouble shooting didn’t work, they asked me to take a video of the device not working when I swipe it. Once I sent them the video, they responded very quickly and set me up with a replacement request form. The entire process took less than and I’m now just waiting for my replacement.

Just call the number in the link below and they’ll assist you. They’re very helpful and responsive.

Good luck!


https://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs


- Sent from iPhone

[MaryBauman]

My Versa 2 touchscreen stopped responding about a month ago. I received it as a gift for Christmas 2019.  I only see the time, I can use the side button and see the icons for music, pay, and controls but they don/t respond to that touch either. It won't scroll to any of the other screens. I've tried all the troubleshooting recommendations, except a hard reset (must be able to get to the settings, I can't scroll there) on & off multiple times, soft reset, update, watched YouTube videos until I could scream and have given up.  So disappointed! I switched to the Versa 2 after having a Charge 2, thinking I would have a better device with more bells and whistles.  My Charge 2 is still working fine but the classier Versa 2 has a pretty face and no function except as a watch, sometimes!

How was your problem resolved, or not?

[EmilySanDiego]

Hi Mary,

I am so sorry to hear about your Fitbit. I also had the charge 2 and got the versa 2 as a Christmas present. I tried trouble shooting on my own for a few weeks  (i.e., resetting it, updating it, etc) and I finally just called their support number (877) 623-4997. 

I got a hold of them right away. They asked me several questions and walked me through trouble shooting, which is pretty much everything I did prior to calling. Since the trouble shooting with them didn’t work, they asked me to take a video of my device not working when I swipe it. Once I sent them the video, they responded very quickly and set me up with a replacement request form. The entire process took less than a week and I’m now just waiting for my replacement.

I totally understand how frustrating this is that the  'fancier' watch is so glitchy. I was so frustrated also because I literally did not have any time to be dealing with any of this at all. The great news is the Fitbit support team is extremely helpful and responsive. They literally responded to my emails within minutes most times. Good luck and I hope this is helpful.

Take care and stay safe,

Emily 

[Petracake]

I'm having the same issue as you AGAIN! I gor my first versa 2 in november and it stopped working in february. They were quick and sent out a replacement the same week and 2 Days ago the replacement started doing the exact same thing. I would say get a refund and get Another fitness watch. This is ridiculous..

[EmilySanDiego]

Oh no! I am so sorry to hear about this. I honestly won't be surprised if it happens again given so many people are having similar issues as we are. Let me know how it goes when you contact them about getting a refund, which I'm guessing they won't have an issue with given it's their fault for sending you a second poorly operated watch

[LaurelWG]

Yes, thanks for your reply! They are sending me a replacement and it should be here on Saturday
Laurel

Sent from my BlackBerry - the most secure mobile device

[Petracake]

It's really frustrating because it's such a beautiful design and when it works it's so smooth and easy to use. I'll definitely get back to you about what they say. Worry is if they only will send out replacements and then after the warranty is out the only thing to do is bin it. 😔 

[bkagem]

Same issue me

too my least favorite fitbit

[MaryBauman]

That really stinks. So far #2 Versa is working fine but if this one fails I’ll take your advice and get a different tracker. Thanks for your input. 

[MaryBauman]

Thanks for your advice. Support was great and responded quickly. My #2 Versa is working fine for now. Fingers crossed 🤞, it’ll stay working. If not I’ll choose another tracker. 

[BriShurt]

Same issue here. Received this Jan 31st. Worked fine up until a week ago then started to barely respond but would work fine again after a reset. Then after a few days of having to restart about 10 times/day it quit responding to touch all together. We purchased 6 of these at the same time from 3 different retailers and 2 of the 6 have already been returned. I contacted Fitbit and they were quick to reply with some solutions...none of which worked. They are sending me a replacement pebble. Hoping this one will work longer than 2 months. So odd there are so many people who just started experiencing the exact same issue at the exact same time???

[LaurelWG]

I think it has to do with a recent update that was unsuccessful for people with this Fitbit. That's when my trouble started, when I tried to update. My replacement Fitbit will be here on Saturday.

Sent from my BlackBerry - the most secure mobile device

[MaryBauman]

Hoping that Fitbit finds a permanent fix or scraps the Versa 2.