Screen Wake isn't working on my Versa 3 and it won't track steps

[Tuscan777]

As per the title, my Versa 3 has stopped waking up when I rotate my wrist - it is set to automatic wake up in the settings menu and also no longer counts any steps, number of steps is showing as zero and not moving at all.

Just to confirm, I have restarted the device but the problems above are still there.

Grateful for any assistance of if I should return due to being a faulty item - I purchased approx 8 months ago.

Moderator Edit: Clarified subject

[JohnnyRow]

For not waking with wrist turn, the other thing to check is that you are not in Sleep Mode.

With zero steps, are you getting anything else measured - distance, stairs, heart rate, zone minutes?

[Tuscan777]

Thanks for the reply, can confirm Versa is not in sleep mode. The device is measuring heart rate and tracking calories, just no steps being recorded.

[JohnnyRow]

Sorry, but no idea what would cause that.

[MarreFitbit]

Hi there, @Tuscan777. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa 3 before reaching out. I understand where your concern is coming from. @JohnnyRow Thanks for helping out! 

As per the description of your post, it seems like your Versa 3 is no longer paired to your Fitbit account. With that being said, please try the following steps in the order listed:

• Unpair your Versa 3 from your phone's Bluetooth. Double check it's no longer paired neither on your Fitbit account nor your phone's Bluetooth settings
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Setup your Versa 3 again.
• If there is no connection, restart your Versa 3 one more time. 

Once the above has been performed, please check if your Versa 3 is tracking your steps again and if the screen wake works too. 

If the screen wake is still not working, try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face. 

If none of the above does the trick, the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

We hope your issue is solved soon. 

[Tuscan777]

Hi, thanks for the guidance. I have tried all of the steps you suggest , in some cases several times, but still no luck, with the issues I described still remaining. I have now returned the product to the retailer for a refund.