Unresponsive device

[Shalja]

First, it was showing very high heart rate, after doing all the troubleshooting mentioned here (including the factory reset), it didn't worked fine. Then after few days it stopped working completely, now the screen is blackout and its not charging also. Please help

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @Shalja, welcome to the Community Forums!

Thanks for the information that was shared in your post, thanks for troubleshooting this situation prior to posting. To better assist you with this, can you please let me know if the heart rate sensors are flashing or is your device completely unresponsive? If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. Such article includes a restart process which can be really helpful for this situation

Let me know if you have any additional questions, I'll be here. By the way, I've moved your post to the Fitbit Versa board.

[Shalja]

When my Versa was showing incorrect heart rate, then sensor was working and it was charging also but now it's completely dead. I tried to charge it, as you suggested the troubleshooting on charging, but the watch is getting hot and i can't see the charging sign on the watch. What should i do now. Please help

[RicardoFitbit · Accepted solution]

Thanks for your reply @Shalja.

Thanks for all the details that were shared in your post and for trying some troubleshooting steps prior to posting, certainly, your Versa device isn't working the way it was designed. Let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, please keep an eye to your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.

[Shalja]

Thanks a lot Ricardo, that was great help 😄

Received a mail from Fitbit team, they'll replace my device. I was missing my Versa so much.

 Thanks a lot 😊

[RicardoFitbit]

You're welcome @Shalja, sorry for the delay in responding your post.

I'm really happy to know that our Customer Support team moved forward accordingly to our warranty policies to send you a replacement device to get you back on track based on our warranty policies. Please do not hesitate to contact me back if you require further assistance or if you have any additional questions for me to answer, I'll be around.

It was a pleasure to assist you! 😊