Locked out of Versa device

[RoxyRoxy]

Left my Versa at home while traveling. Battery drained. Recharged but then it wouldn't recognize my PIN (yes, it was correct). Device not set up on my phone. Didn't realize device would lock me out after 10 tries of PIN. Now it says use phone to unlock, but I can't because the device is not set up on my phone. I can't pair it because the device won't show me the 4 digit pairing code to finish the process. I have no access to settings via my phone or the device. How do I get rid of the PIN on the device and start over?

[Rich_Laue]

Why was it removed? 

You will need to do a factory reset on your Versa. 

Fitbit OS hardware reset.

On the watch, hold all three buttons for about twelve seconds. This will trigger the 2-button hardware restart after about eight seconds.

- When the Fitbit logo appears, then disappears, release the bottom right button, whilst continuing to hold the left and top right buttons until you feel a strong vibration. This indicates the factory reset was initiated.

[RoxyRoxy]

Thank you for your reply. I did that...over a dozen times. I did it three times in a row as well - saw that posted somewhere. I can't seem to get it to lose the old PIN. I went through all those steps - felt the vibration, etc. Thanks for posting the exact steps. Not sure what to do since the reset doesn't seem to be wiping out the PIN.

[Rich_Laue]

This is a factory reset, and if performed will reset the tracker, requiring the user to setup again. If the pin was not reset, then the tracker was not factory reset. 

Maybe a phone call to support will help. I've done the above steps and know that it does work, but timing is important. 

[RoxyRoxy]

Thank you. It finally worked after trying about 30 or more times. The timing on the steps is really unforgiving and it is ridiculously difficult to reset. I appreciate you providing accurate steps as they did, finally, work.

[Zlindeman07]

Hi, I'm having the exact same problems, but with a Versa 2.  The steps you had listed can't work for a Versa 2, there is only one button.   

Same issue, must have inputted wrong PIN, device is locked.  It could never find the device via Bluetooth, so I deleted the watch from my profile.  And now I can't do a setup on it again because the watch says unlock with your phone.  It can unlock, but it can't find the watch to pair again.  

I'm truly lost, and the help forums are...really difficult to navigate. I can't spend hours searching through forums for a potential answer.  

Any help is appreciated!!

[Rich_Laue]

Yes the instructions above are for the. Versa and ionic. 

Since you say the tracker is locked, and removed from your account. A bad move in two ways. A non syncing tracker should never be removed from the account. 

Ok let's do the factory reset. 

• Hold the back button for about 8 seconds. 
• When the Fitbit logo disappears:
• Release the button briefly (for less than 2 seconds). 
• Hold the button again until they feel a second, longer vibration, which indicates the factory reset. 

Now that we have reset the tracker. 

If the app still doesn't see the tracker, we have to look here to fix the no sync issue. 

Once the tracker can be found, we need to do a setup.. If we still have problems let's look here. 

Still having problems? We will need to know at what step the failure occurs and if you get an error message. 

[Rich_Laue]

Once the tracker is setup, let's set the device lock for only Fitbit pay. 

[Zlindeman07]

Hi Rich,

Unfortunately I got the big red X and the message "data not cleared, sync
again". Tried the hard reset thrice, to no avail.

My phone can't find the watch at all in the Bluetooth settings in order to
try the other troubleshooting methods of going into settings and manually
"forgetting" the watch being paired, trying to start over.

I see quite a few of the same errors on the forum about the big red X, but
not a whole lot of "yay! Fixed!" posts.

Any suggestions?

Thanks for your help so far!

ZL

[Rich_Laue]

@Zlindeman07 you will need to do a factory reset again. 

As for hard reset - swipe to settings - (I believe) Help - Shutdown. 

The only way to do a hard(ware) reset is to turn the power on the versa off.