Fitbit Versa not recording calories/active minutes now screen blanked out

[SunsetRunner]

On Saturday I was comparing calories burned with gym instructor and we were both surprised that my active minutes and calorie burn was lower but I didn't think much of it. Sunday, again, calories and active minutes were lower than usual. Monda, none of my active minutes were detected by Fitbit Versa during the gym session and my aerial class as they usually are. Tuesday, the active minutes were showing then disappeared several times throughout the day and again, the calorie burn was low during my morning workout so I tried a restart, the active minutes continued to return to 0 shortly after they had been detected so I restarted the device a few times throughout the day, I also left the Fitbit to charge Tuesday over night. Wednesday (today) I put my Fitbit back on, no activity was detected accurately today including steps and distance this time, I fell asleep at 4, woke up at 6 still wearing the device and the Fitbit has now completely blanked out. I placed the Fitbit on the charging dock but there has been no response from the device.

I can no longer reset the device, I have tried about 30 times. I can't do a factory reset as I can't use device. The Fitbit is undetectable by the app on my phone so it is not syncing, my phone isn't suddenly no longer a compatible device. The Fitbit is not charging, although it shouldn't need charging as it was charged overnight and has been on the charger for 2 hours this evening. The last recorded sync was at midday today and shows a full battery.

The Fitbit Versa was only replaced about 2-3 months ago after my first device was also defect and I was not impressed at how many times I had to explain to Fitbit that the device was faulty before getting a replacement under warranty. I do not expect to be subject to the same poor customer service a second time.

Moderator edit: updated subject for clarity

[AlvaroFitbit]

@SunsetRunner, welcome to the Fitbit Community! I hope you're doing well! Sorry for the delay in my reply.

Let me help you with your unresponsive Versa and thank you for troubleshooting this issue. Lets address the charging and screen issue before anything else as this prevents from testing anything on your device. Try cleaning the contacts using cotton with rubbing alcohol then charge it by plugging it for a couple of hours directly to your computer's usb port (try different ports) or use an UL listed usb wall adapter. After this, restart your device and see how it behaves.You can also find additional suggestions here.

Let me know how it goes.

[SunsetRunner · Accepted solution]

Having not received a response from the forum or the fitbit support team email I sent for several days, I had to waste an hour of my time on the chat function.

I would advise anyone reading this use the chat system. A pre-warning though, even when you spell out all the action you have taken they will still insist you clean the device and the charging cable! You will need to be assertive to get some help that is actually useful beyond charge the device and reset the device! Why is it all FitBit support think their customers do not clean?! Quite offensive actually.

I had to repeat information several times and even started typing in capital letters to make the point of how unhelpful this team is. Keep going and eventually they will concede that the device is defective rather than dirty!

I don't know about anyone else but I have spotted that several people have struggled with this and yet FitBit do not appear to be looking in to it at all as a wider problem, I even asked the question of why no one is looking at the forums and picking up the trend and was told they would 'note' my question and sent a link for suggestions! Should a customer really have to suggest a company analyse trends of complaint?

Flagged as resolved only to encourage people to read this post as a long delayed suggestion of cleaning a charger has not resolved the issue of a faulty device, unsurprisingly!

Most unhelpful support function I have ever had the misfortune of experiencing. Once my warranty is exhausted, sadly, I will be swapping brands purely due to my experience of this team.