The screen of my Versa is frozen

[RACH1984]

I have had my Versa for 5 months and for the past few weeks have had continuing issues with screens freezing for hours at a time. I have tried multiple resets including factory but over the past few days the issue has become significantly worse. After managing to factory reset again today I am now stuck on the step by step screens on restart and am unable to click OK. The watch is completely unusable.. I am within warranty I believe - how do I go about getting this watch exchanged? 

Moderator edit: updated subject for clarity

[MarreFitbit]

Hello there @RACH1984, welcome to the Community Forums. I'm sorry to hear that you're having issues with your Versa's screen. I appreciate your feedback for the Fitbit devices and your efforts in getting the screen fixed.

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.

Aside all the steps you've done so far, as our last resource, please check in your Fitbit app if your watch is still syncing. If so, change the clock face to a different one to see if this brings back the display. Don't worry if you cannot see anything on the display by now, this process is done through the Fitbit app. 

Let me know how it goes.

[RACH1984]

Thanks for the response. I have tried updating the clock face and the screen is still frozen and wont allow me to swipe or perform any action. The face does change but won't allow me to do anything. 

[MarreFitbit]

Hi there @RACH1984, thanks for letting me know the outcome of the steps I recommended. We created a case for you and someone will respond as soon as possible. Due to recent events affecting our operations, we may need more than 7 business days to respond.

We hope to get you back on track soon. Let me know if there's anything else I may do for you in the meantime.