Unable to pair Versa after it got locked.

[Sassy86]

When I  first got my versa I was able to pursue with my Samsung R9s. I was receiving notifications etc. 

Then versa and phone kept disconnecting from each other and I had to keep disconnecting and reconnecting to sync. Now I have a message on my fitbit to unlock with phone however I cannot re-pair versa and phone together as versa will not display 4 digit code. 

Please help, I really miss having this working properly. 

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @Sassy86, have a warm welcome to the Fitbit Community, it's great to have you on board. 

I appreciate your participation in the Forums and for sharing your experience with us. At this moment, as your Versa got locked and you removed it from the account, we will need to perform a factory reset in order to set it up once again. Please follow these steps that have been useful for other members of the Community facing the same situation:

1. Press and hold all three/3 buttons on Versa until the "FitBit" appears.
2. After 20 secs or so, when the "FitBit" logo disappears release bottom right-button
3. Continue to hold the left-button and top right-button until the Versa vibrates
4. Then let go of all buttons.
5. The Versa will begin its factory reset which last 2-3 minutes, screen will be black and buttons will not work, FitBit will come up on its on to the welcome screen.

After that, try to pair your Versa as a new device:

1. Go to the Bluetooth settings on your phone and check if your tracker is on the list of paired devices. If it is, tap on it and select Forget this Device.
2. Open the Fitbit app and tap on the Account symbol at the top right corner of the screen, then tap on "Set up a New Device"
3. Choose your tracker and follow the onscreen instructions to continue
4. When the app asks you to replace your current tracker, please replace it and continue with the process.
5. When a pop-up appears asking you to Pair your tracker to your device, tap on Pair and continue.

I hope this can be helpful, give it a try and let us know the outcome. 

[scottlw]

This doesn't work.... Plus your step one says on ionic when you are talking about a versa.  holding all 3 until logo disappears will just go dark then the logo comes back, continue holding and it vibrates. Then letting go of the other 2 will just let the watch load up to the clock.... 

This is a problem because 1. The factory reset doesn't work.... 2. Its still locked.

Also your step 3 also says Ionic instead of Versa... 

[MarcoGFitbit]

Hello @scottlw, I hope you're doing well, thanks for taking the time to reply. 

I appreciate you have come back, I apologize for the delay in the response. I would like to thank you for trying the troubleshooting steps provided. At this moment, I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions.

In case you need anything else, please feel free to reply as well. Happy stepping. 

[Jhinn]

I hope this is going to moderator. My result,4 times was the same as last person. Hold all 3 buttons, logo boon and off, let go of bottom button, logo on, off, wick “zz-zzz”, let go of all and I get clock face and “unlock with your phone”. Please assist further.

[MarcoGFitbit]

Hello @Jhinn, thanks for joining the conversation, it's great to have you on board the Fitbit Community. 

Thanks for your patience and working through these troubleshooting steps. I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions.

In case you need anything else, please feel free to reply as well. Happy stepping.

[kimbo2109]

I have also tried this with no success

[rosierthomas]

Was there someway to solve this? Mine is doing the same thing. I'm very frustrated with it.

[Jhinn]

The company's response was to replace the Versa because apparently the hard
restart is their only idea. However, the replacement was not the same
quality as the original - refurbished?

Jeanine Totten, RN

[kalgops123]

I'm having the same problem, pls help me out.

[kimbo2109]

I ended up having to send mine back for a replacement. Not ideal, but I have had no trouble since.