The back button on of my Versa 2 no longer working

[Hollylw93]

Hi, 

The back button on my Fitbit Versa 2 has stopped working. It happened very randomly late last night. I tried to sort it by going onto settings on the watch and turn off the sleep mode setting to see if it would help, however the screen is now stuck on a random screen and not responding. The screen will come up with auto-motion but stuck on a setting page. I can’t go “back” because the back/left button isn’t working. 
I have tried plugging it into the charger but nothing has changed. 
I can’t perform a factory reset because the button itself is not working. 
My steps are registering and appearing on the app on my phone but the watch itself is not functioning. 
I can see this is quite a common problem which is upsetting, especially as I’ve had this watch for less than 6 months. My Fitbit is an important part of my routines and monitoring my health and fitness. For it suddenly to stop working, in the middle of a lockdown, is not helpful at all and I’m very disappointed in this. I would have had higher expectations for a more expensive and newer watch. 
I had my charge 2 for 2 years with no problems. 
Does anyone know how this can be fixed? 

Holly

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Hollylw93, welcome to the Community Forums. I'm sorry to hear about your Versa 2's recent behavior. I appreciate you've taken the time to trying fix the screen. 

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option.

Said so, I've seen that you contacted our Support Team after posting here and they helped you to get back on track. We're glad to know you'll keep with routines and monitoring your health and fitness.

Please don't hesitate to let us know if there's anything else we may do for you. 

[Eosterlund]

Exactly the same thing happened to me. I got my Fitbit versa 2 in Aug 2020.  I kept it in pristine condition. I had no outstanding incident, but the back button stopped working suddenly. Interestingly I responded exactly as this user- I turned off sleep mode to try to work with the watch without the back functionality. However, shortly after I changed those settings, a screen came up that indicated "I need to go to sleep settings" and unfortunately I could not exit the screen without the back button.  I can tell the watch is otherwise fully functional because I can still see my stats on the app... I tried to factory reset in the app. But the watch is now ruined. I didn't realize I need to back button to proceed with the factory reset. 

I contacted Fitbit services to try to see if they can help me. They responded offering me 35% discount on a new device. They did not give me any option to fix my current device. I consider this absolutely ridiculous. This device cost more than my phone, had no damage and is less than 2 years old. Now it is completely useless. 

This is such a shame because I loved using my fitbit daily. I spoke well of it to all my friends and family.  But with this poor service, I have completely changed my mind.  I cannot justify the high price to purchase a new device. My husband bought a $30 knock off smart watch on Amazon at the same time I got my Fitbit and his watch is fully functional to this day. This is an unbelievably disappointing experience for me. 

Sincerely,

Elizabeth Osterlund

[Eosterlund]

If you read the content of her message, you would see she mentioned it is 2 years old. So clearly her device is not under the 1 year warranty.  Altogether this advice is not helpful at all. 

[bendmc1973]

I'm having this identical problem. Phone support was no help--just trying to sell more product by sending an email coupon.