Unable to unlock Versa after removing the app from phone.

[toddwill]

I think I have read all the posts that look like this and none work. Here is the problem:

1) My child seems to have locked out my watch by playing with my watch while I was in the shower.

2) I went to the App on my android but did not see an option to reset the code or enter the code. (I may have missed it.)

3) Searched the web. One user said to delete the device from the app. (Mistake)

4) When I try to re-install the device, it asks to enter the number on the watch. However, the watch is locked and will not show a number. 

5) I tried the three-button factory reset on the watch, but that does not seem to work (even after I found the "new" instructions where someone figured out you cannot hold the buttons down when connected to power, seriously),  I hold all three buttons down, wait for the logo to show and disappear, then let go of the lower-right button. But the watch never vibrates. Hence, no factory reset. 

The result is that I have a watch, not a fitbit.  What are my options?

Moderator Edit: Clarified Subject.

[Marrrmaduke]

@toddwill At this point, the only option is to contact Customer Support. I am flagging your post. 

[Karinalawrey]

Did u get any help rectifying the issue.  This just happened to mine as well

[MarcoGFitbit]

Hello @Karinalawrey thanks for joining the Fitbit Community, it's great to have you on board. It's great to see you too @toddwill. Thanks for all your help @Marrrmaduke.

@Karinalawrey and @toddwill first of all, I would like to apologize for the delay in the response. I appreciate you have already tried to troubleshoot this situation before reaching us. 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. 

[bayviewb]

I too have this problem. Watch locked, indicates to unlock using phone(ios) app. 

Following steps to unlock were not successful.

Uninstalled watch from app. 

Attempted 3 button reset, but frankly did not appear to have affect on lock condition.

Tried reinstalling via setup.  

Get to screen that requires code from watch, but no code indicated.

Look forward to the post sharing resolution!

[toddwill]

Tech support is supposed to get hold of me. As of this note, no.

Cheers,
Todd C. Williams
Author of *Rescue the Problem Project* and *Filling Execution Gaps*.

[toddwill]

All,

I called tech support a few moments ago. They are stumped. From the looks of the notes in this forum, this may be a bigger issue than some one-off problem with my watch. 

Since my watch is still on warranty, they are sending me some options to get a replacement watch. If your watch is not on warranty, you may have a challenge, but this looks like a manufacturer's software/firmware defect.

I am a little nervous about putting a credit card back on my watch, since I think this is the root of the problem. Once you do that you need the security code. Unless there is a good way to unlock the watch from your phone, having a credit card on the watch is a bit of a liability.  It may be the first thing I test with my replacement watch.

If it happens again:

• I will surely not remove the app from my phone. 
• I will search longer for an unlock option on my phone.
• I will call tech support sooner.

I am not sure this is an answer you want to hear, but it is my current status.

Cheers,

Todd   

[MarcoGFitbit]

Hello @bayviewb thanks for joining the conversation, welcome to the Fitbit Community. It's nice to see you too @toddwill I hope you're doing well. 

First of all, I would like to apologize for the delay in the response. 

@toddwill I appreciate you have let us know you've contacted our Support Team and they will be sending you a replacement. Please note that you can choose to limit the use of a pin when using Fitbit Pay, this way you will be able to use your Versa without it getting blocked on you daily activity. Additionally, if your new Versa gets locked, follow the recommendations provided by our Support Team and do not uninstall the app or remove the Versa from your account. 

@bayviewb at this moment, 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. 

[toddwill]

I received my replacement watch. Got it all set up (pain in the butt because you cannot get to the MAC address to set up on WiFi until AFTER the software is updated) and the first thing I did was to test the lock feature. Before doing anything else, I set up device lock with a PIN. I validate that the code works on the watch, then I go to the phone and press device lock. It will NOT accept my device lock PIN. It does nothing but say "try again."

This is a bug in the software/device. It makes the watch a liability. If the device gets locked again, there is no way to unlock it.  In fact, I do not see a  way to turn off device lock, since I cannot enter the PIN code in the App. 

I am not pleased with the solution of sending me a new watch with a warranty that only lasts until the original warranty expiration date. 

[nozza_jakes]

So glad I’ve found someone with the problem I’m having it looks like I too will have to get a replacement, thanks for sharing much appreciated. I think my warranty was for a year .

[Kcjoe2512]

Hi

I know your post was from last year however I had this same issue yesterday. Fitbit replied to me straight away with the following advice and it has worked! I thought someone else (like me) may search for the same issue on here.

Instead of holding all 3 buttons to reset, you need to hold them until the Fitbit logo disappears, as soon  as it disappears let go of the bottom right button only. This is time sensitive! When it vibrates, let go of the other 2 buttons. After a couple of minutes the device will have been reset and you can set up again. It worked for me! 

[Kei_leigh]

Hi,

I know this post is over a year old but this has  happened to me and I’m having no luck resetting or having a reply from community support. 

Unable to resync with iPhone as I can’t see the code as it states ‘unlock with iPhone’ but the Versa 2 account was deleted from my app so cant access to reset pin. 

I have the Versa 2 and there is only one button, as far as I can see?, so the 3 button factory reset isn’t working. Can anybody help as I rely on this for heart rate monitoring. 

Thank you. 

[Kcjoe2512]

I'm not sure if this is the same issue I had. I have a Samsung. I was told
to hold all 3 buttons until the fitbit logo appeared. As soon as that
appears let go of the bottom right button but continue to hold the other
two. When it vibrates, let go of the other buttons. Wait a couple of
minutes and it should restart without the need for the code.

It worked for me.

Kind regards
Katie

[Kei_leigh]

Thanks for your reply.
I only have one button on the side. I genuinely can’t see any more buttons anywhere.

Thanks ,
Keileigh

[Kcjoe2512]

With the versa 2 I think you have to hold the button for 10-15 seconds
until the fitbit logo appear. Then let go. It should restart. But you need
to make sure you unpair device on your phone.

You could also clear all data for the fitbit app on your app settings.

Hope it works soon
Katie

[Khzqan]

Hey i have the same problem i delete the app and didn't get to open it say unlock using your phone