Stopped syncing, tried factory reset, now can't connect

[Kalnel]

Earlier today, my Versa Special Edition stopped syncing, then started showing the wrong time. I tried turning it on and off, toggling the Bluetooth on my phone, reinstalling the Android app, connecting to other devices, and all the other directions, but nothing worked.

So, I deleted it from the app and tried a factory reset. It appeared to go through the reset OK, but it would not set up as a new device. (It kept saying the Bluetooth timed out.) 

Then, I tried holding down all three buttons to force another reset, but I never got the vibration. If I let go of the bottom right button, it just goes back to showing the alternating instructions in multiple languages to use the app to set up the device.

Putting the device in the cradle does not keep it awake during the attempt to reconnect it. 

Any ideas? If not, how do I contact customer service? 

[Marrrmaduke]

@Kalnel I think letting the battery run out and re-charging is a good idea. Since it was at one point showing a setup screen, I would make sure that the following have been done before setting up Versa again (if after re-charging it goes into setup mode, that is):

-versa has been removed from the Fitbit account (fitbit mobile app)

-versa has been removed from the paired devices list in the phone's bluetooth settings

-phone has been rebooted

I think if re-charging fails, you will have to reach out to Customer Support as you probably will need a replacement. Good luck and please report back!

[Kalnel]

Oh, the replacement is already on the way. Still, I would like to keep trying the broken Versa. 

[Marrrmaduke]

@Kalnel I'm glad you're getting a new Versa! Keep me posted how the reviving of the old one goes!

[Kalnel]

Will do! And, thanks for your suggestions. I just hope this isn't a recurring problem that will crash the next one, too. I had a problem-free year with the Charge 2, and I was surprised that this happened after just a month with the Versa. 

[Marrrmaduke]

@Kalnel I'm sure it will be fine. 😊 Btw, i find charge 2 to be one of their best trackers. Mine still works flawlessly.

[Kalnel]

I liked the Charge 2, too. The watch part of mine worked well, but the clasps that held the watchband broke after 10 months. I had an extended warranty at Best Buy, so I exchanged it (and a few more $) for the Versa. 

I was surprised to learn that Best Buy no longer offers extended warranties on Fitbits. The store told me that too many of them come back to make it worthwhile.

[lenny4d]

@Marrrmaduke"Btw, i find charge 2 to be one of their best trackers. Mine still works flawlessly."  slightly OT but I agree - Charge 2 is probably the most robust tracker fitbit ever made. That said, the wristband of the Versa is so much better, and the lower profile and the lower weight of the Versa are big bonuses 🙂 I just wished fitbit had copied the exact same heart-rate sensor and heart-rate firmware from the Charge 2 to the Versa (and Ionic and Charge 3). Believe it or not - now I am wearing both, Versa on my left wrist, Charge 2 on my right.

[Carlos6379]

Hello... This is so frustrating. Every time I go to drink water and leave my phone behind, it will not sync again, and I have to uninstall everything and reset everything all over again just for going a little far for one minute. Come on! I now Fitbit is working on these things, but Come on! Could you please work faster on these basic things. I can not be struggling with this three times a day for 30 minutes each time. Please do something.

I like your product and what it does, but come on! I do not really think that we should be struggling this much for getting notifications. That is something that way much cheaper devices do it flawlessly.

And please stop waiting for so long for updating and fixing things. Sorry if _I sound mad, but I do not really like this and tired of waiting for solutions (Real ones), not reseting everything every single time the whole day every day.

[Marrrmaduke]

@lenny4d haha i love my Versa as well... CH3 too! I seem to favour the Charges for gym workouts and Versa for anything outdoorsy, and well as a smartwatch. 😊

[JGW1007]

can you clarify exactly what you meant in steps 2 and 3?  it is very unclear

[Tlynn13]

I'm so frustrated since I bought my Versa! It took days and days to sync with my phone as I had to let it run for hours and then would have to stop because I had to leave for work so I finally  just decided to continue this process once I knew I wasn't leaving my house for the weekend ugghhh!! It finally completed the sync but my messages won't show, says that I'm all caught up but that's not correct. It won't let me change my clock face and it won't sync the news app that I chose it just keeps trying and it won't let me cancel it either. I'm ready to put this thing back on the box and get rid of it because I'm just so frustrated!! I was so excited to finally decide to buy one and o even purchased extra/different bands and screen protectors. Now I feel like I've just wasted my hard earned money and am ready to go back to my old reliable watch. Please help me because I really do love the theory behind this product and what it is capable of I just wish that I could experience and enjoy it for myself. Thanks !

Tlynn13 

[Aamerica2010]

Stopped syncing, tried factory reset, now can’t connect. Time is also not right