Setting up Versa once it's been locked. Device also deleted on App!

[SunsetRunner]

Have a Versa, which this morning was locked and now is asking me to Unlock with my phone. Have tried to unlock with my phone with no success. I made the mistake of deleting the versa from the App and can no longer unlock because the versa was deleted. I have tried to set the device up again but wants the display number and because the versa has been locked does not display the number. I contacted support with no luck. Have tried everything, factory reset, uninstalling App and rebooting phone, still nothing. Any help would be appreciated. 

[Marrrmaduke · Accepted solution]

@SunsetRunner Have you tried the 3-button factory reset:

1. Press and hold all 3 buttons until Fitbit logo flashes (this may take up to 3 minutes)
2. After Fitbit logo disappears, release the bottom right button
3. Wait until you feel strong vibration and release the other buttons.

You may need to attempt the reset a few times to find the optimal times. Trying holding the buttons longer, as long as it's needed for the vibration to appear.

[Rich_Laue]

Other people have been able to setup a Versa that was locked by a previous owner without doing a factory reset.

My question is at what step does the setup process fail? Was the app able to find the Versa?

Have you removed the Versa from your phones bluetooth settings.

[SunsetRunner]

I get all the way to the Display number but the number does not come
through onto the Versa. I can't seem to unlock the versa, that is the
problem even after doing a factory reset.

[Rich_Laue]

Well then I think a factory reset should be true again, I have confirmed that the factory reset does remove the lock code. 

The easiest thing to have done would have been too remove the code from the whole versa and have the lock only for Fitbit pay, this step could have been done through the app.

I have seen posts where people have received/bought a used Versa tyst still had the pin locked for the whole tracker, they where still able to setup the Versa and the setup process removed the pin lock from the Versa.

This makes me think that in your case it may be a etup problem unrelated to the pin lock fail. I also have been wondering what support said after contacting them and the troubleshooting failed a and not knowing the phone type I'm not sure what search I can do.

[SunsetRunner]

This is the message I keep getting. On the Fitbit App I get all the way up
too the very last step (enter the display number on your versa) and then
this keeps showing. Support told me to do all the trouble shooting steps
and still no luck. They also said I would receive an email within 24hrs
with more advice. The Versa was also brought brand new and I have only had
it since Christmas.

[Rich_Laue]

Not  yet knowing what type of phone, not what has been previously tried.

Have you 

Updated the Fitbit app?

Shut down the Phone and turned on?

Restarted the Versa?

Performed the factory reset, this isn't a problem because the tracker was removed from the account.

Removed the Versa from the phones bluetooth?

If on Android have you cleared the Fitbit's app cache?

Swiped any unneeded apps out of memory?

Restarted the phone to clean up memory?

[Marrrmaduke]

@SunsetRunner Factory reset should remove the code. If Versa still displays it, the reset wasn't successful.

[Rich_Laue]

I just setup a Versa it took over a minute for the app to find and put a code on the versa, then after entering the code it took almost two minutes to finish the setup.

[Marrrmaduke]

@Rich_Laue I believe the issue was that OP could not see the pairing code because Versa was displaying a lock code. OP had unlinked the tracker from the Fitbit account and unpaired, and got stuck. Hence the need for the factory reset.

[Rich_Laue]

@Marrrmaduke I haven't tried it, but I had seen a thread recently where a user was able to setup the ionic or the versa that they bought over eBay that came with a pin lock

They simply did the normal setup.

[Marrrmaduke]

@Rich_Laue Yeah I saw some posts too, but it seems to be 50-50... Ughhh 😮

[D1999]

Malika_G31 what did you do in the end? Did a factory reset help or did you try something else? In the exact same situation... 

[Mich_84]

Me too... it's so frustrating. This is my 3rd watch with issues. I've lost all faith in Fitbit....

[Rich_Laue]

But why are their so many people setting their Versa up so that the whole unit is locked.

If the tracker is still connected to your account, I is a simple step to remove the lock from the app.

[Marrrmaduke]

@Rich_Laue it's beyond me why people would delete their trackers...

[Mich_84]

I followed instructions from one of the forums.

Honestly if you've got nothing helpful to say, just don't say anything at all.

[Rich_Laue]

I'm sorry @Mich_84 but to tell Fitbit that you do not want to use a tracker, rarely is a way to get it to work.

Since the tracker should be setup to a Fitbit account to unlock it, removing the Fitbit from the account removed your option to unlock the tracker.

The best I can say right now is to do the factory reset mentioned above.

The next step would be to contact Fitbit.

[Mich_84]

@Rich_Laue of course I want to use my tracker. The only reason I unlinked it was to try and fix the error (as advised on the forum). Just stop commenting cos you clearly don't understand the problem.

I have contacted fitbit and they are unable to solve the problem at this stage but are getting back to me back it. Looks like a software problem which wasn't tested prior to release @SunsetRunner

[Rich_Laue]

Since the community forum is made up of Fitbit users, there will be times that what is advised might not be correct.

If there is a message on the tracker telling the user to unlock through the phone, it probably means that the phone should would need to be used to unlock the tracker. Removing the tracker from the phone removed all possibility of using the phone to unlock the tracker. It makes no sense to tell someone to remove the tracker.

I would also go as for as saying that I can't think of any reason to remove a working or not working tracker from an account, except when it is not wanted to be used.

A book working tracker should never ever be removed. I have given away many trackers and have never removed them from my account. They get removed when the receiver sets up the unit.