New Versa 3 won't sync with my Fitbit app anymore

[CLouJen]

I own a Versa 3 and I ordered and received another Versa 3 because I am unable to charge and the device has sustained damage from my gardening. I can't get the new device to sync with Fitbit on my app. I've tried to turn off the old device but I am still not getting anywhere. I've also tried to remove the old device from the app to add the new one but no success. Can anyone assist me?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @CLouJen. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your new Versa 3 is still not connecting to your Fitbit app. I understand your concern, I will do my best to help you with this!

It seems that your Versa 3 cannot connect properly to your Fitbit app since you haven't yet forgotten the connection between your old Versa 3 and the phone's Bluetooth which would explain the connectivity issues you're running into. With that said, try the steps below: 

• Unpair your new and old Versa 3 from your phone's Bluetooth and Fitbit app.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your new Versa 3 again.
• If there is no connection, restart your Versa 3.

[CLouJen]

My new device is still not connecting. I've done all the suggestions listed above. Any other options?

[MarreFitbit]

@CLouJen Thanks for following the tips and recommendations I've provided. 

As our last resort, I'd recommend performing a factory reset on your Versa 3. Important: Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

With the above being said, please sync your Versa 3 and then, proceed with the steps below in the order listed: 

1. Don’t plug the Fitbit device into the charging cable. 
2. Press and hold the button for about 8 seconds until the screen turns off. 
3. After the screen turns off, you’ll feel a short vibration:
   1. When you feel the vibration, release the button and immediately press and hold the button again.
   2. Wait until the blue logo appears, then disappears:
      1. Immediately release the button and then immediately press and hold it .again, until you feel a vibration.
      2. After you feel the vibration, release the button. 
         • This vibration indicates you started the factory reset. 
         • After the Fitbit logo appears, the Fitbit device shows the image with the phone icon and setup indicator. 

Once the above has been done, you can now proceed to set up your Versa 3 again by following the steps provided here How do I set up my Fitbit device?

[CLouJen]

I did the steps above but I don't get the phone icon and setup indicator. It takes me to the language screen then the original message shows again which does not allow me to proceed. I'm just going to return the device as this is a fail. 

Will the Versa 4 device work with the Versa 3 device bands and charging device? 

[CLouJen]

Thank you for your assistance. I have it working now. Thank you again. 

[MarreFitbit]

@CLouJen You're welcome! 

I would like to invite you to visit our Health & Wellness where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!