Unlocking issues with Versa

[dave.phillips2]

Hi my Versa will not unlock, it keeps stating unlock with phone but I cannot seem to disable the option. I have reset it, removed it and tried to re-attach to it but it keeps stating unlock with phone. can anyone advise as only had the watch sine Christmas!

Thanks

[Rich_Laue]

Please just set the lock for the Fitbit pay and not the complete tracker.

Sorry @dave.phillips2 now that we have removed the Versa from the account, this will prevent is from using the phone so to unlock the tracker.

The tracker gets locked after 3 failed attempts to unlock the tracker.

Normally a user would follow the steps found in the Lock FAQ  

But we need to do a factory reset

On the watch, hold all three buttons for about twelve seconds. This triggers the 2-button hardware reboot after about eight seconds.
- When the Fitbit logo appears, then disappears, release the bottom right button, then continue holding the left and top right buttons until you feel a strong vibration. This indicates the factory reset was initiated.
- This process may take several seconds, and eventually, the Fitbit logo appears and the device boots and displays go to Fitbit.com/setup.
- If you fail to release the bottom right button in time, or otherwise don't follow the procedure precisely, the Fitbit logo reappears quickly and boots without factory reset.

[dave.phillips2]

Hi thanks for your hint, etc I must have a dodgy watch as I have tried about 20 times to reset it and to no avail I keep getting the Unlock with Phone screen... I will have to raise this with Fitbit direct. Thanks

[AndreaFitbit]

Welcome to the Fitbit Community @dave.phillips2. It's nice to see new faces around.  I'll be happy to assist you to unlock your Fitbit Versa.

To unlock your device with your phone:

1. From the Fitbit app dashboard, tap the Account icon > your device image. 
2. Tap Device Lock.
3. Find the option to reset your PIN code. 

Note that after you reset your PIN code, you  must add your cards to Fitbit Pay as if you were setting it up for the first time.

Let me know how it goes and if it doesn't work I'll create a support case for you.

Thank you for your assistance @Rich_Laue.

Keep on visiting the forums. 

[Rich_Laue]

@AndreaFitbit that will normally work but @dave.phillips2 has removed the Versa from his account. Therefore his device image will not be shown.

Alternatively going to the settings in the app the Versa will not be showing up as a connected device.

Therefore the device lock function for the Versa will not be accessable.

Some users in this situation have been able to do the add device and added the tracker back to their account. I assume the lock was only set for the wallet.

Most users have needed to do a factory reset but can not get to the Versa settings and need to do the button version of the factory reset.

This is possible, I've done it, but the timing of the steps is critical.

[AndreaFitbit]

Thank you for your clarification @Rich_Laue. 

I got in touch with our support team and they are already assisting @dave.phillips2.

Please let me know if you need further assistance. 

[Ebraford]

I'm having the same issue. Can someone assist me please? 

[Rich_Laue]

@Ebraford by same issue, could you give a little more detail.

Is your Versa still connected to your Fitbit account? If so then follow @AndreaFitbit's post above

If the tracker has been removed from your Fitbit account then you will need to follow the instructions in my post above.

[Ebraford]

No, my Versa is removed from my account as I tried following the instructions to reset and was unable to. I just keep getting the "unlock with phone" message. 

[Rich_Laue]

Then you will need to follow my instructions on how to do a factory reset.

Removing the tracker from a users account will prevent the user from using the phone to unlock the tracker.

My post is found above and a link to it in my last post.

I'm assuming the lock was enabled for the versa and not just the wallet.

If your unable to get the factory reset then please reach out to support.

[AndreaFitbit]

@Ebraford, welcome to the forums! Thank you for letting us know what you're experiencing with your Versa and for contacting our support team. Please let me know how did it go?

Thank you for your continuous assistance @Rich_Laue! 

I'll be here if you have more questions.