Unable to unlock Versa from my phone

[NickH66]

Hi All,

Yesterday i setup my new Versa successfully.  Even setup & successfully used FitBit Pay. I ran into a problem when i tried to swap out the installed material watch band for the rubber watch band.  Wow, what a complicated band install process!  My mistake was to not first shutdown the watch while i was trying install the band.

During the band install i kept accidentally touching the screen & inadvertently entering the wrong PIN code.  After entering the wrong PIN 10 times the watch locked & displayed the message that i need to unlock using my phone.

Problem was i was now unable to unlock the watch via my phone.  The app first displays the message "Too many unlock attempts. Uh oh! Your Versa is frozen because you entered your PIN code incorrectly too many times.  Reset your Versa PIN code to fix.".  Then i tap the "RESET PIN" button on the message.

Every time i tried to change the pin (as instructed by the phone app) i would get the error "Error. Error connecting to Versa".  Very frustrating!  All the while the watch was still connected & was syncing steps etc with the phone.  I wore the watch to bed & it also successfully recorded my sleep.

App images can be seen here.

So, after much troubleshooting i resolved the problem by removing the credit cards from the Wallet section of the app.  This allowed the PIN reset feature to work correctly.  I then started the FitBit Pay setup process again to add the cards back into the wallet.

Make sure you shutdown the watch before trying to swap out the watch bands.

[Rouseabouts]

I too had similar issue with a locked screen on my fitbit versa.

 where the tracking continued but screen was locked  stating "Unlock with your phone"

Tried the suggested reset passcode from the  Phone app

Under Device Lock it showed as Blocked!

But then got an error "something went wrong please re enter your existing passcode".

After this  another error "Unexpected error" then nothing.

Tried going to Wallet to remove card but sent me through the same process  of changing Passcode with same failed outcome.

Tried turning the watch off by pressing the left button for 10 sec - No success as it was the same when I restarted.

I then did a restart with left button and lower Right button for 10 sec and finally got a reboot

But still locked

Eventually Decided to change the clock face and surprise surprise this actually opened the watch. But only for 5 minutes then it auto locked again. bugger. and unable to open fitbit still.

Getting really annoyed by this stage.

Went onto the Website account rather than the Phone app and deactived the Fitbit pay.

Allowed Website and App and Phone to all sync then reset Passcode back again.

Finally it is working

Now to re-enter the credit card details in again

Not an easy process Fitbit get your game together

[Rouseabouts]

Not as simple as you state in any of these articles.

I needed to do the clear up from the Web profile not the phone.

And the text on the Web talks about deactivating the card which caused me to think twice as I though it was going to affect the credit card. But I did it in the end as I was getting so frustrated.

Why did the phone app get itself into a loop when trying to reset the  pin which was very unhelpful

[Rouseabouts]

See My Post

 need to deactivate the Credit card from the Web profile NOT the phone app

then allow all to resync.

You will need to re enter your credit card details afterwards

[Hyunmin]

Wow!! Thanks  a lot!!!

Finally I've solved the problem because your advice!

I don't understand why they made it too complicated.

However, your tip was really helpful for me to solve the same problem.

Great thanks to you bro!!!

[teganmc]

Hi there,

I have a similar issue where my Fitbit versa has been locked and needs to be unlocked by phone.

I was unable to change the PIN and sadly did not find this post earlier!

My fitbit has been removed from the app and now I cannot connect them because the watch is locked and I cannot unlock the watch.

Can anyone help me? 

[teganmc]

Hi there,

I have a similar issue where my Fitbit has been locked and needs to be unlocked by phone.

I was unable to change the PIN and sadly did not find this post earlier!

My Fitbit has been removed from the app and now I cannot connect them because the watch is locked and I cannot unlock the watch.

Can anyone help me? 

[teganmc]

I have a similar issue where my Fitbit has been locked and needs to be unlocked by phone.

I was unable to change the PIN and sadly did not find this post earlier!

My Fitbit has been removed from the app and now I cannot connect them because the watch is locked and I cannot unlock the watch.

[Rouseabouts]

complain to Fitbit though I think they are rather useless.

[LyndaAdams]

Call their helpline. The more we report these issues will help in getting them resolved. I didn't change my Pin, just input the old one and pleased to say that I haven't had the same problem since, although I removed the wallet as my bank doesn't support it..  very few in the UK do.

[NormaGail]

I got in touch with Fitbit Support and they sorted it all for me, they gave me step by step instructions, very easy to go through (I managed it) and all was sorted within about 5minutes 

[Rouseabouts]

Can you post the steps.

Sent from craig's iPhone

[Tanrose12]

Mine was a gift so don’t have receipts but at a loss as to how to unlock it. Have have read through pages of troubleshooting from forums and have contacted Fitbit but still nothing works.  

[Lena4]

How did you unlock your watch when it is not installed in the app?  The helpless line told me I have to send my watch in for a reset and they would send it back.  I'm not comfortable with this

[Tanrose12]

I was offered a replacement watch in the end. Currently being shipped as we speak.  

[dazza1886]

Just going through this issue that was caused by me trying to put on a new strap. Nearly threw the thing out the window! 

Thanks for your solution 👍

[SherylHen]

Hi

I experienced the same thing when changing the band  I have done all of the above and reset my password but still no joy.  I then removed device from my phone thinking this would work then re-paired it but it won’t accept the code as it has obviously changed inadvertently.  As I can’t get into the Versa on either the watch itself or my phone I can’t remove the card from my wallet.   Any ideas?

[Tanrose12]

You will need to phone Fitbit.  Explain all the trouble shooting you have done.  I was able to  receive a replacement. 

[Lena4]

I have no idea except that I have to send my watch back.

[Rouseabouts]

Log into your account on the web and do it.

Sent from craig's iPhone

[Ellewat]

Hi! I had this drama yesterday and it took a while to sort.

You need to do a factory reset. 

Hold all three buttons down, wait for the logo to show, once the logo disappears release the right bottom button IMMEDIATELY and wait for a vibration that’s longer than the start up one. And then turn it on as normal. It took me quite a few try’s to achieve but it did work in the end.