Unable to setup Versa 2

[Ivailo]

Hi,there

I am writting to you about a problem with my smartwatch fitbit versa 2. My son has diabetes and we use the watch to track his blood sugar through the program called "nightscout".I bought it in February this year from a man who bought the watch before that from another person.Everything worked perfectly but one day the device couldn't make connection with the phone and the program.I watched videos in youtube and repaired that problem.Now this problem reappeared.I am with "apple" phone and when I try to connect with the watch in bluethooth menu it is detectable and when I press on its name I receive a code but immidiately I receive and a warning massage which is "unable to connect This device is locked and cannot be paired with other devices. This is possible if the device becomes known to be lost or if it has been replaced under warranty. If you believe this is an error, please contact customer support" and couldn't enter the code. This is only when I try to connext with the Iphone.My son has Samsung and don't receive a code neither a worning massage.
Now only the logo of "fitbit" is staying on the screen and nothing more.I did your advises from "not working" button but there was no effect.The fitbit logo is still staying on the screen of the watch.
We think the watch was stolen from somewhere.But we bought it from mediator.Neither we nor he is to blame.
We kindly ask you if there is a possibility to help us with this problem.
We want the watch to work again and connect to different devices.We wil be heartly grateful to you!

Thanks

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Ivailo, welcome to the Community Forums!

Thanks for bringing this to our attention and for all the details that were shared in your post. To better assist you and further investigate, can you please send me a screenshot of the error message that's displayed when you try to connect your Versa 2? In regards the Fitbit logo situation, please try our restart process and let me know if the issue persists.

Looking forward to your reply. 

[Ivailo]

I can't attach a picture.

[RicardoFitbit]

Your reply is appreciated @Ivailo.

For instructions of how to attach an image into your post, please refer to this specific post and let me know if you're still unable to attach it.

I'll be waiting for your reply. 

[Ivailo]

 This is the way looks like the screen of the watch 

[RicardoFitbit]

Thanks for your reply @Ivailo 

I appreciate the image that was shared in your post. Let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.