Screen is blank

[Flowers22]

Having plugged my mum's versa in it is still showing as a black screen, not sure why? She is saying the app on her phone says its fully charged.

[NellyG]

Hi @Flowers22   Two things to try. Restart it several times and if that doesnt fix it, try a Factory reset. If it is still not workingnthen olease come back here.

Restart your tracker

FACTORY RESET USING BUTTONS
On the watch, hold all three buttons for about twelve seconds. This triggers the 2-button hardware reboot after about eight seconds.
- When the Fitbit logo appears, then disappears, release the bottom right button, then continue holding the left and top right buttons until you feel a strong vibration. This indicates the factory reset was initiated.
- This process may take several seconds, and eventually, the Fitbit logo appears and the device boots and displays go to Fitbit.com/setup.
- If you fail to release the bottom right button in time, or otherwise don't follow the procedure precisely, the Fitbit logo reappears quickly and boots without factory reset.

If the device turns on, please go back to the Fitbit app and setup your device back to your account with these steps. Make sure your watch is plugged into a wall plug or a computer, next to the router and that there are no other trackers or devices with Bluetooth on nearby when setting up.  Please log into your account, go to account on the upper right corner, there look for "setup a device" and tap on it. Follow the instructions on the screen and let the watch charge for 2 hours.

[Flowers22]

Hi Nelly, 

Screen is still black but I felt if vibrate like it was doing something now it is doing nothing.

[NellyG]

Thanks for reporting back. I will flag your post for a moderators assistance.

[JuanJoFitbit]

@Flowers22 It's great to see you in our Fitbit Community! I'm happy to assist you with the display issue that your mother's Versa is experiencing. By the way, thank you for trying the troubleshooting steps that shared my friend @NellyG.

I'd like you to try the troubleshooting steps that are listed in this help article. This contains the restart process also but you can skip it since you already tried. After this, charge the Versa for 2-3 hours and see if it turns on.

Keep me posted on the outcome! 😀

[Flowers22]

Hi JuanJo

The Fitbit is not switching on and it's in the charging port, does this mean my mum's Fitbit is broken and the port charges mine (just tried it).

Still want me to try all the other items?

[NellyG]

Yes, @Flowers22 - do try the other suggestions in the article.

[Flowers22]

All tasks done, device is still not working.

Sorry for the delay I'm trying not to let this watch(my mum's) causes problems with my own watch.

The tasks have been done and the screen is still black, it vibrates once or twice but nothing.

[JuanJoFitbit]

@Flowers22 Thank you for getting back and trying all the recommended troubleshooting steps. Since the issue persists, I'll send your case to our Support team so they can investigate further and provide a solution.

You will receive an email from them soon.

Let me know if you have any questions! 😀