My Clock face is dead and my fitbit app crashes as soon as I open it

[rupz19]

I just bought my new Fibit Versa 2 weeks ago and my app keeps crashing on the phone. It automatically closes each time I open it. I have a Samsung S7 edge. 
Now my watch is dead too.. nothing is being shown on the screen!!!

This is scary to say the least - HELP!

[NellyG · Accepted solution]

If the watch face is not a fitbit one, swap to one of theirs as they are all pretty safe bets. That is going to be jard if you cant access the app though, so I would do two things first. Restart your Versa several times and see if that sorts out the display issue. Then uninstall the app, reinstall it and log back in and hopefully it will stop crashing. Then if your display is still corrupted try changing the clockface . If none ofnthat works do a factory reset on the Versa. If nothing at all works you will need to contact Support (link in my signature )

Restart your tracker

FACTORY RESET USING BUTTONS
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.

If the device turns on, please go back to the Fitbit app and setup your device back to your account with these steps. Make sure your watch is plugged into a wall plug or a computer, next to the router and that there are no other trackers or devices with Bluetooth on nearby when setting up.  Please log into your account, go to account on the upper right corner, there look for "setup a device" and tap on it. Follow the instructions on the screen and let the watch charge for 2 hours.

[rupz19]

Thanks Nelly, did all the steps that you mentioned and was in contact with support. 
Unfortunately, it is of no use. Will be getting a replacement, as the watch is dead! 😞

[NellyG]

Sad that it was dead, but great you are getting a replacement!

[SunsetRunner]

Thanks for this, was getting nowhere with FitBit support when I reached out to them.

[GreginJaxFL]

I suggest you buy it locally so getting a new one is faster.