Unable to unlock my Versa

[Sher93]

Hi there,

I have problems with my Fitbit Versa. I disconnected it with my phone but the screen keeps asking to unlock with my phone. I also tried to do a factory reset on the device multiple times, but this is not solving the problem. How can I fix this problem?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Sher93, welcome to the Community Forums. Thanks for reporting about the difficulties you've been having to unlock your Versa with your phone.

I appreciate you have already tried to troubleshoot this situation before reaching us. At this moment, you’ve reached the limits of what you can do for this issue, 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. Note that due to recent events affecting our operations, support options are limited and wait times are longer than usual.

We hope to get you back on track soon.

[AmandaR2003]

Following - Having same issue

[MarreFitbit]

Hi there @AmandaR2003, welcome on board. Thanks for reporting that you're also having the same issue with your Versa, I'm here to help you. 

If you haven't done so yet, I'd recommend following the steps provided in this help article: How do I use the device lock on my Fitbit device?.

In case that the steps in that article doesn't help, I recommend doing a factory reset. Please note that you'll need to reinstall any apps on your device after the reset, and if you couldn’t sync your device, then any data on the Fitbit device will be lost. In order to do the factory reset, please do the following:

1. On the watch, hold all three buttons for about 10 to 12 seconds.
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. Once the Fitbit.com/setup screen appears, open the Bluetooth settings on your phone and unpair the watch from the list. Then, please set up the watch back to your account with the instructions on this link: How do I set up my Fitbit device? Be sure to keep your app up-to-date. In order to update your app you can follow the steps provided here.