Unlock with your phone error message

[SarrahC]

Hello

I am trying to do a hard reset on my versa. It wont work. I did disconnect the device from the app. But now with the fit bit versa its locked on the screen unlock with phone.

I keep trying to do the reset holding all the buttons nothing is working. I cannot get the versa to be added back to the app.

Can someone please help. I just sold this versa and I cant hand it over without the reset.

Thanks 

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @SarrahC, welcome to the Community Forums!

Thanks for bringing this to my attention, your effort and patience are appreciated. Just to make sure that you're following the correct procedure, please check and follow the steps below to perform a factory reset and let me know how it goes:

1. On the device, 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. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

Keep me posted and let me know if you have any additional questions.