Unable to unlock Versa

[SunsetRunner]

My fitbit versa has been locked, when I put it on the loading dock only the fitbit logo is displayed and does not let me reset or restore it to factory mode.

What can i do.

thank you for your attention

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @SunsetRunner. Welcome to the Community Forums.

Thanks for bringing this to my attention and for the steps tried on your own to get your watch working correctly. To unlock your Versa, I'd recommend to try the following steps:

1. Open the Fitbit app and tap your profile picture.
2. Tap on the Versa > Tap Device Lock.
3. Find the option to reset your PIN code.

[SunsetRunner]

Thank you first for answering, I am sorry I did not answer before but I have also had problems with the mobile and I have not been able to do what you indicate, there would be the possibility of doing it via the web.
thanks

[LizzyFitbit]

Hi @SunsetRunner. I'm glad to see you here again.

You're welcome and thanks to you for getting back to me. Let me explain that the process to unlock your Versa can only be done on the Fitbit app on a mobile device. Because it's not possible to use your mobile device at this moment, I've requested a case on your behalf so you can receive further assistance from the Support team via email. Please note that due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

[SunsetRunner]

Thank you very much. I will wait impatiently

[LizzyFitbit]

Hi @SunsetRunner. I hope you're doing well.

You're welcome. I'm sure our team will be happy to continue assisting you the same way I will be if you need anything else. In case you have some spare time, I’d like to invite you to visit our Health & Wellness board where you will find great tips and encouragement from other members.

See you around! 

[SunsetRunner]

Hello again. I still don't understand how I'm going to solve the problem for over a month without being able to use my fitbit versa, as I told you my phone broke down and I had to change it to another one, so I can't connect to my versa, because it's blocked as I know, I need to unlock it to be able to continue using it, there has to be some way to do this , it's not exactly a cheap device. I'm waiting for your answers, thank you.

[LizzyFitbit]

Hi @SunsetRunner. It's nice to see you here again.

Thanks for getting back to me. I totally understand where you're coming from as you're not able to use your watch due to be locked. Because your watch isn't paired with your account to unlock it, I've contacted our Support team so they can look into this and continue helping you with this matter. It seems they've already sent you an email, so make sure to check your inbox, spam and junk folders, and keep an open communication with them.