My Versa is permanently locked

[MikeDeezbgtdfhh]

Had it for a little over a year, it's permanently locked, customer service asked me to factory reset which it wont, so they offered to give me 25% off if I bought a new one.  Yeah, let me buy another piece of garbage for a few dollars off.

What a waste of $200.  Here I come apple watch!

Moderator edit: updated subject for clarity

[EdsonFitbit]

@MikeDeezbgtdfhh Welcome to the Fitbit Community.

I'm sorry to hear that your Fitbit Versa is not working. Thank you for the time you spent trying to resolve the issue and thank you for your feedback.

In order to unlock your watch you can follow the instructions on this article. If this doesn't work, could you please provide me with an image of what is shown on your Versa's screen? What activity were you performing when it was locked?

I'll be waiting for your response.

[MikeDeezbgtdfhh]

Hi, I hadn't used my Fitbit in about a week and it was locked when I went back to it.  I could not unlock it from my phone so I removed the Fitbit from my app, tried factory resetting the Fitbit, but it refused to factory reset. Now I'm stuck with a for bit that's permanently locked.  It just says "Unlock with your phone."   

 

[EdsonFitbit]

@MikeDeezbgtdfhh Thanks for your response and for the image attached.

There is a way to restart your watch by following these steps. Besides this, you can perform a factory reset which is a different procedure. Please be aware that by doing a factory reset your apps, stored data, personal information, credit and debit cards and saved settings will be deleted from the watch:

1. Press and hold the three buttons on your Fitbit for up to 20 seconds.
2. Once the logo is shown on the screen and then disappear, release the bottom button and hold the other two until you hear a strong vibration. This indicates the reset has started, so you have to release the other two buttons.
3. This procedure can take several seconds and from time to time the watch will reset to zero showing the logo and the Fitbit.com/setup site.
4. If the bottom button is not released at the right time or this procedure is not followed correctly, the logo will be shown quickly and the Versa will restart without completing the factory reset.

Please let me know if you have any question.

[MikeDeezbgtdfhh]

I've followed these instructions no less than 20 times and the watch won't factory reset.  It will reset, but not factory reset.  It stays locked.

[EdsonFitbit]

@MikeDeezbgtdfhh Thanks for the update.

I regret to hear the factory reset didn't work.

In order to unlock the Fitbit Versa, this must be paired to the Fitbit account. On this case, since it was removed from the app the only solution was the factory reset that you've already tried. 

Out team is constantly working to improve our products and services. On this situation, we will be happy to maintain the discount Customer Support offered to you.

If you need further assistance, please let us know.

[MikeDeezbgtdfhh · Accepted solution]

LOL, you just sent me in the same exact circle as your customer service did, with the same conclusion to just buy another watch.  No thanks, these should last longer than a year and a few months.  I'm still very surprised fitbit wouldn't even attempt to fix it or exchange it, seeing as I've been buying and using FitBit's since 2014.  But fitbit's attempt to resolve this is to try and sell me another one?  HA!  Lesson learned, and I certainly wouldn't spend another dime on a FitBit product.  Not because the quality is poor and the OS is very buggy, but because of how FitBit is attempting to handle it. 

Thanks for running me in another circle, I could have used that extra time for myself.  🙂 

[MikeDeezbgtdfhh]

Fitbit Versa

[EdsonFitbit]

@MikeDeezbgtdfhh Thanks for your response.

Your feedback is very appreciated. Thank you for the time you've been part of Fitbit.

We'll continue working to improve the Fitbit experience.

Sorry for any inconvenience this could have caused to you.

Feel free to contact us at any time.