My brand new Versa won't respond

[Sam2576]

Unboxed my versa 2 earlier today plugged it in to charge and there has been no progress since. The screen won't turn on when I the button. It won't sync to my app (app keeps saying to charge/switch on the versa). It's been left charging for hours (tried on a laptop, several adapters and wall outlets) and nothing is working.

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there @Sam2576, welcome to the Community Forums. Thanks for the details provided in your post about the difficulties you're having to set up your Versa 2 and for making sure it has charge. I'll be glad to help you.

If your watch isn't turning on, I'd recommend to restart it by following these steps. If the restart does not work, please try performing a factory reset as follows:

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

You can follow the steps to set up the device after that: How do I set up my Fitbit device?

Also, I wondered if the mobile device you're syncing with is included in our list of supported devices? You can see the list at: Which phones and tablets can I use with my Fitbit watch or tracker?

Fitbit products are compatible with most devices that have the following operating systems: Apple iOS 12.2 and higher, Android OS 7.0 and higher.

Please keep in mind that when a device is not supported and does not meet the require OS we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

If you continue having issues with the setup process, take a look at this help article: Why can't I set up my Fitbit device?