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 

[MaryBauman]

Call Fitbit. The frustration trying to “fix” mine wasn’t worth the wait. Costumer Service was great and my new tracker arrived within a week. 

[MaryBauman]

@Blueman671, they didn’t want my tracker back. They just sent me a new one. It was easy and painless. 

[Shanejcoffey]

If you hold the power button for about 10 seconds it will restart. To
factory reset, hold down the power button until it restarts and the logo
appears. Then release the button for about a second, and then hold the
power button again until a long vibration. After my post, my touch failed
again, so I contacted customer service and have a replacement being
shipped.

[Shanejcoffey]

Thank you, touch failed the next day and i contacted support. I also have a
new one coming in the mail.

[SunsetRunner]

Called. New one on the way

[robinwojo]

This same exact thing has been happening to me. I can't even get to the screen to shut down. VERY frustrating. Wish I had read these reviews before purchasing. I might have opted for a different product.

[Rebecca54]

I too bought one in November, I did contact them and they sent me out another one.  So far no more scrolling problems but I guess time will tell. Wondering if any have received a replacement and it started have trouble too?

[Rebecca54]

Contact to see about a replacement/

[Petracake]

I did, it stopped working after a shorter time than the first so I sent them both back and asked for a refund. Still waiting for the refund to come through.

[lisa1963]

I'm glad you had good luck with support because I sure haven't! My watch did the same and finally I called support and they told me they were sending me a replacement. Waited a week, nothing, so I called back and they told me I never filled out a form? I was never told by the first person I needed to do that. So he said it was sent to my email, it wasn't there. Wouldn't take the answers over the phone and no response when I email.  Very frustrating! Watch was a BD present in January, didn't last long!

[Shanejcoffey]

I was told I'd receive an email, but didn't realize I had to fill it out
until I opened it up, i cant imagine how frustrating it'd be if they hadn't
mentioned the email. Sorry to hear you had such bad luck with them.

[Rebecca54]

Yes, I had to fill out a form. Came a couple of weeks later.. Hopefully you get this resolved.

[bgibson350]

I guess sending out another update to fix the issue the previous update caused is too complicated for them. This trash watch will live the remainder of its days in my drawer. 

[bgibson350]

What’s worse, is that even though they are responsible for this, they won’t replace the watches that are out of warranty. Instead they try to give you a discount on a new one. No thanks, I’d rather spend twice as much for something that works. You’ll never catch another Fitbit on me.  

[bgibson350]

Not a Fitbit!