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.

[SherylHen]

Thanks all the same but I returned my Versa and exchanged for a different watch. Fitbit we’re unable to help me reboot my Versa as the factory reset could not be done despite many attempts. Apparently there are lots of people out there who have had to return their Versa watches. I now have an apple 4 works great and I love it but it doesn’t sync with challenges in Fitbit. I had to buy app to get it to sync all other things in Fitbit. Cost $10.99.

Sheryl Henderson [X]

[SherylHen]

Thanks all the same but I returned my Versa and exchanged for a different watch.   Fitbit we’re unable to help me reboot my Versa as the factory reset could not be done despite many attempts.  Apparently there are lots of people out there who have had to return their Versa watches.  I now have an apple 4 works great and I love it but it doesn’t sync with challenges in Fitbit.  I had to buy app to get it to sync all other things in Fitbit.  Cost $10.99.  

Sheryl Henderson 

[Tanrose12]

I was like you and despite numerous people trying it never worked. Fitbit ended up sending me a replacement watch. I just don’t use the pin code feature anymore so I won’t have the issue again if I change my watch band. 

[Valea]

I’ve tried this option a few times and the hard vibration never happens 😕 getting frustrating holding the buttons down -_-

[Ellewat]

It took me over 12hrs to get it. Apparently it’s very time sensitive, I was just about to throw the thing before it finally worked

[Valea]

Oh really? Yes I’ve been holding all three buttons down until the Fitbit logo comes on and then off. Then I let go of it immediately and wait for the vibration but nothing comes up 😞 but gonna keep trying ... is there a trick to it? This is a Fitbit versa right? 

[Ellewat]

Yep! I didn’t do anything different to the other million times I tried before, but when it worked the vibration was within30 seconds.

[Valea]

OMG you are awesome! I just did it a few more times and it worked 😄 couldn’t be more happier was literally gonna give up on this thing thanks so much !!!

[Ellewat]

No problem! That’s why I posted because I was desperate and couldn’t see to find anyone who’d successfully done it!

[ESSEMM]

Hi Valea,,

Im having the same drama with the resetting and im about to throw the thing in the bin.

Can you let me know if the steps below are correct.

1. Have Watch on

2. Hold all 3 buttons

3.Wait until FitBit Logo shows

4.Wait until Logo disappears

5. Release lower right button (immediately)

6. Continue to hold 2 remaining buttons

7.Wait until unit is restarted or long Vibration

Is step 6 correct? Do I keep holding everything?

[Tanrose12]

Corrrect. Just phone Fitbit and explain the troubleshooting you have done. I received a replacement watch. 

[Valea]

Hi essemm,

yes you continue to hold the two buttons  on the left hand side and top right hand side. However if it does not come back on release the buttons and press it again to turn it back on after the hard reset is done. 

[paulieguy]

Thanks that worked!!

[Yoly1977]

I have a problem with my fitbit versa, it has locked up as is very sensitive to water!  tried to reset it but asked me for the pin number displayed on the screen which i cant have access because locked.

the message on the screen says unlock from iphone, but as i have tried many times with no luck, i deleted the versa from the app in order to sync them again, but now wont sync as it is asking for the code in the screen AGAIN, which i cant see as the screen is locked up! what a night mare, an i don't know where to call or how to get it unlocked, any help i'd appreciate 

thank you

[Yoly1977]

how do i get through to fitbit support?  thank you 

[Isparks]

It worked for me finally, after the 25th attempt. THANK YOU!!!

[Dunkymac22]

Is there a UK phone number I can call?