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No mine works just fine and has since I got it.
Have you ever read the manual? it might help you to understand your device
http://help.fitbit.com/?p=versa Its at the top of the page
Wendy | CA | Moto G6 Android
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I went and exchanged it in the end, too be honest the Versa feels so much better on my wrist even though slightly bigger, and the strap doesn't pinch unlike the Charge 3
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