Fitbit Versa not starting / black screen

[Prakhar]

Hello

I was using Fitbit Versa normally, no contact with water or physical damage.

The screen has gone blank.

It flashes when poked with different button combinations.

I charged it to 100%.

My app synced with it and I can see battery percentage.

I tried reset and reboot methods but with no effect.

Please help

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[kristenmichelle]

I feel your frustration. The exact same thing happened to me a couple of days ago as well. I contacted Support yesterday, they guided me through the steps to try and do a factory reset on my watch but it didn’t work.
They proceeded to create a case for me, and I woke up this morning to an email stating that my tracker isn’t eligible under the their warranty terms, but that they could give me a discount for a new one instead.

So disappointed because I’ve never never encountered any issues with it before, nor put it through any physical/water damage.

Unsure as to what may be causing this issue, but I hope you have better luck. 😞 

[Prakhar]

Going through all forms
I think it's a pretty common issue. And that 3 button then 2 button reset stuff don't work.

[DavideFitbit]

Hi @Prakhar @kristenmichelle, welcome to the Fitbit Community forums. 

Thank you for sharing this information about the trouble you've been having with the screen of your Versa that is not responding. 

Before considering other options, and besides the restart procedure that you already tried, please make sure to try changing the clock face option that you've selected on your Versa watch following the steps listed here, this has been helpful for other users experiencing something similar.  

@kristenmichelle,  I'm sorry to see that it wasn't possible to obtain a replacement unit. It is particularly difficult when the device is no longer covered by the warranty, but even tough Support is eager to help with any problem you may experience with the product, they do need to adhere to the official warranty policy, this would start counting from the original date of purchase.

Thank you for taking the time to share your feedback; comments from users are always useful to continue to improving the quality of products and services. 

Keep me posted. 

[ternoler]

Too bad we didnt buy a Fitbit in Europe. This just over 1 year old issues would be covered over there. 

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[DavideFitbit]

Hi @ternoler, thank you for sharing that you've been experiencing the same problem with the screen of your Versa and for your feedback about the warranty policy.  

I've sent your information to the Customer Support team for further assistance with this, but was informed that you already have a case created or that you already got in touch with them.

Let me know if you have further questions. 

[ternoler]

Thanks Davide! I hope they can help but due to reduced support the result was just to buy a new watch with a coupon for 25% off. Booooooo. Wish I had some of that European 2 year warranty.

[Prakhar]

Hi @DavideFitbit 

I tried changing multiple clock faces, but to no avail.
My Fitbit app suggest that watch is working fine and I can't find any statistics which might point to problem in the watch. At the same time my watch is responding to change in clock face by vibrations.
But display is just a black screen with occasional lightening up.
Can you suggest any procedure?

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[linzilfc]

my Versa 2 as a similar issue the black screen - it’s only 7 months old seems a firmware update as bricked a lot of watches yet again. i have a case number hoping it is dealt with and replaced very soon although they have said could take longer than 7 days which would be totally ridiculous 

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[DavideFitbit]

Hi, thank you for your replies @ternoler @Prakhar @linzilfc. 

@ternoler, I'm sorry to see that it wasn't possible to obtain a replacement unit. Thank you for taking the time to share your feedback about the warranty period. 

@Prakhar, I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. Keep an eye on your inbox. 

@linzilfc, it seems that your've received a reply from the Customer Support team, let me know about the outcome. 

Keep me posted. 

[Gigi254]

Same here, I charged my Fitbit to full. A few hours later black screen was displaying. I followed all the instructions on resetting the watch with no success. I called customer we tried to reset with no success. Since my Fitbit is 14 months old. I was no qualified for a an exchange, I was asked to buy a new Fitbit. 

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[Gigi254]

Your lucky they will replace yours since is less than a year. I was asked to buy a new Versa because it’s 14  months.

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[linzilfc]

Replacement is on the way for me 

I hope this one lasts significantly longer 

[DavideFitbit]

Hi, thank you for your replies @Gigi254 @linzilfc. 

@Gigi254, I'm sorry to see that it wasn't possible to obtain a replacement unit due to warranty limitations. Thank you for taking the time to share your feedback and experience about this. 

@linzilfc, that;s good news, thank you for sharing this update too. 

Let me know if you have further questions.