Locked out of Vera, horrible customer service

[Cgreen0045]

After about two weeks of having my versa, it stopped syncing to my phone. I took all the necessary steps to try and solve the issue but nothing worked. All of my content was deleted off of the app and my versa wasn’t updating any of my stats. I decided to do a factory reset on my Versa as a last ditch effort and when trying to re-pair my device to my phone, an error message appeared saying that my phone has been locked and I could not pair. After trying to explain over and over again what happened to the customer service lady, she told me that another department would contact me via email. After about 24 hours I didn’t get anything and called again. Another customer service man said they would contact me within 24-48 hours. After about 5 days, still nothing. I called again and they said that they would have the department contact me immediately this time and I still haven’t heard anything. Every time I call they ask for my email and confirm that they have the correct one so that’s not the issue. I haven’t been able to use my Fitbit for about 3 weeks now and I am absolutely livid that I even spent the money on something that stopped working on me two weeks in. 

[Rich_Laue]

Next time the Versa gets locked. It is a really simple process, found in the lock FAQ, to unlock 

Open the Fitbit app. 

Tap on Versa. 

Tap the Device Lock

Tap Change Pin Lock

You will be asked to enter the unlock code for your phone. This might be what your lock message is referring to. 

You will not be able to repair your tracker. It needs to be setup as a new device. First step is to remove the Versa from the phones Bluetooth menu. 

Once things get straightened out please set the lock for wallet only. 

I've also asked for a moderator to look into your case. 

[Cgreen0045]

I factory reset my device and it is no longer set up on my Fitbit app. I don’t have the option to click “Versa” and there’s no “device lock” button to click anywhere. When I tap the “set up new device” it finds my Versa and sends me the code. When I type the code in it says verbatim “this device is locked and can not be paired. This may happen if a device has been reported lost or if a warranty replacement has been issued. If you believe this is an error, please contact Customer Support.” Well it’s definitely an error but customer support hasn’t done anything to help fix it.

[Cgreen0045]

I didn’t mean to accept your advice as a solution, it didn’t work. 

[Rich_Laue]

You can easily revoke the accepted  solution.

If you did a factory reset then your watch would not be locked. 

Let's try the factory reset again. 

On the watch, hold all three buttons for about twelve seconds. This triggers the 2-button hardware reboot after about eight seconds.
- When the Fitbit logo appears, then disappears, release the bottom right button, then continue holding the left and top right buttons until you feel a strong vibration. This indicates the factory reset was initiated.
- This process may take several seconds, and eventually, the Fitbit logo appears and the device boots and displays go to Fitbit.com/setup.
- If you fail to release the bottom right button in time, or otherwise don't follow the procedure precisely, the Fitbit logo reappears quickly and boots without factory reset.

[Barbz-togz]

I have this same issue my device was accidentally removed from my account, I've done so many factory resets and still same thing "unlock on phone " will not pair to allow me to unlock it does not show pairing code just unlock on phone 

[LanuzaFitbit]

Welcome to the Forums @Cgreen0045 and @Barbz-togz. Hello @Rich_Laue.

@Rich_Laue Thanks for being around to help! @Cgreen0045 and @Barbz-tog, thank you both for sharing your experiences on the situation.

@Cgreen0045 I could see that you have indeed gotten in touch with our support team. Please rest assured that they will be reaching out to you as soon as possible to help you find a solution. It is possible that it is taking longer thank usual because of a large number of cases but please know they will definitely help you out.

@Barbz-togz In your case I'd like to recommend that you try to run the set up as if you were using a replacement Fitbit. That will get it working correctly once again.

Let me know if there are any other questions we can help out with.

[Cgreen0045]

It’s been about 2 weeks since I’ve been told that someone would be reaching out to me. Every day I check for an email and every day am disappointed to know that I won’t be able to use the 200$ device that I purchased. Absolutely ridiculous. 

[LanuzaFitbit]

Hello @Cgreen0045.

We're very sorry to read how this situation has made you feel.

I was able to see that our support team got in touch with you yesterday via email and asking for some information. Be sure to check on your email's inbox, spam and trash folders for their mail.

Let me know if there are any other questions I can help you with.