Looking for assistance after waiting 10 days for a response from Fitbit

[Lazulis]

I received a versa special edition as a gift Thursday 4/18. I synced it up and it was working great. Saturday I logged into my app and versa wasn't synced. I restarted the app, turned the fit bit on and off, re-installed the app, and it still wouldn't show up. When I tried to re-add it I got a "can't add because it's reported lost or stolen or some warranty issue" I live-chatted and spoke on the phone during the time they asked me to factory re-set the device and then I couldn't use it at all. The night ended with me being told 24-48 hours for a response. 

I still have not received an answer 10 days later. I have checked in and was told they're working on it and can't give me an estimated time line. 

Has anyone else waited this long for an email response from Fitbit?

For the one day I had the versa working I loved and it and would love to be able to use it again.

If it wasn't a gift I would have just returned it and purchased a new one by now. 

Or has anyone had this issue? 

[SunsetRunner]

Hi, I brought your problem under the attention of the Moderator Team. Hope you hear from one of them soon. 

[Rich_Laue · Accepted solution]

@Lazulis your screen shot is simply telling is that you have enabled the pin lock to lock your tracker,  and not just the wallet. This screen simply wants you to input your pin code fot the tracker. 

Once the pin lock has been entered you will be fine. 

Now if the tracker has been removed freon your account you will need to do a factory reset. This normally is done through the settings screen on the Versa but I don't think that you will have access to this. We will have to use the hardware method to do a factory reset.

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.

[Lazulis]

Oh man! Now I wish I had just posted to the forum first! Thank you so much for your quick reply. I did the factory reset by going to the factory menu *not* holding the buttons- clearly this was an error on my part. 

Anyway, appreciate the help! Cheers! It's at least linking and installing updates. I'll hopefully not have nay further issues. 

[AlvaroFitbit]

@Lazulis It's great to see that you've visited the Fitbit Community!

Happy to hear that @Rich_Laue and @SunsetRunner were able to help you. I also checked with Support and you should receive an update from them soon to clarify what happened. Still you patience is appreciated and it is great to know that everything is fine now.

I'll be around.