Fitbit versa set up frozen (taking hours)

[briannam14]

Hello!

i ordered my first Fitbit off Amazon the other day (Versa) and it just arrived today! I was really excited to get it all set up but unfortunately I think it’s frozen. I’ve tried resetting the watch and logging out of the app and restarting my phone but everytime I turn on the watch again it won’t pair with my Bluetooth and continue the setup. All it’s doing in showing the blue loading bar on the watch go to to about 25% and just freeze there. 

I will continue to play around with it but if there is anyone who can help me out that would be great! I’m not sure if this is a common issue or it just takes long to set up but it’s been 2 hours now and no progress:( 

thanks again,

Brianna

[Odyssey13]

Reach out to customer support. Their phone number is (877)623-4997 between the hours of 4am-8pm PST Mon-Fri, and 6am-5pm PST on weekends, if you're in the USA. The phone number to call from the UK is: 0800 069 8505. Operation hours: 9:00am - 6:00pm. If you're not in the USA or if you prefer an online chat or email, then click for contact options

[emma__2]

hi, i'm having the same issue - got mine today and tried to set up but unfortunately won't connect via bluetooth and comes up the fitbit logo and doesn't change 😕 

[briannam14]

Yes thats the same problem as me! I talked to customer service and they just told me to update my phone and try again, hopefully it works although i doubt it considering the set up process seemed to be working the first time until it froze and i had to restart it:/

[emma__2]

I got in contact with them, and they just told me to send it back since it's still under warranty and also because all the stuff they suggested hasn't worked so far. Have you resolved your issue yet? 

[instyne49]

I just received my Versa 2 three days ago. I got it from Amazon, and read hundreds of reviews on a lot of trackers before picking this model. One it seems universal complaint, is that it takes forever to download updates. I started the update to latest version of software, after watching the progress bar not move for a bit, ( sorry, bad pun ) I went and loaded my washing machine, sure enough the update had completed. I picked a new watch face, the same thing, a slow download before the new face showed up. I have  fast broadband, fios 200/200Mb, and this is still glacial. it seems to be a software glitch on Fitbits side. Hopefully the company will fix this soon.

[briannam14]

Yes, thankfully they sent me an email to get a replacement shipped to me! The customer service employees were really helpful and made it super simple:)