Music controls not working on Versa Lite

[EmmyS]

My phone is paired correctly for both the fitbit itself and for music (using the Versa Classic bluetooth connection.) My problem is not the one answered here.

The issue I'm having is that the music controls aren't where all of the documentation says they should be. 

You're supposed to press and hold the side button, then swipe right to see the music controls, but when I do that, all I get is a Quick Settings screen.

The only "music controls" I can find are if I swipe down from the home screen. I get this, but they don't actually do anything - I can't tap on them or make them do anything.

What am I missing?

Moderator Edit: Clarified subject