Used Versa locked out, unable to set up

[SunsetRunner]

I just bought a used Versa on Swappa and it arrived today. The seller apparently had forgotten to factory reset it and when I got it, it needed a PIN. In the process of trying to set it up, I got locked out. I'm unable to set it up on my account because when it asks for the 4 numbers that are showing, it only shows "Unlock with your phone." The seller gave me his 4 digit PIN but that is not working. I've tried everything I've come across -- restarting the watch, restarting my phone, uninstalling/reinstalling the app, turning off Bluetooth, unpairing all other devices -- and nothing is working. I've also tried the 3 button factory reset, but none of the methods I've come across are working. Any ideas?

Moderator edit: Title

[NellyG]

Hi @SunsetRunner Here is how to do a factory reset using the buttons. If that doesnt work, come back here for more help.

FACTORY RESET USING BUTTONS
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.

If the device turns on, please go back to the Fitbit app and setup your device back to your account with these steps. Make sure your watch is plugged into a wall plug or a computer, next to the router and that there are no other trackers or devices with Bluetooth on nearby when setting up.  Please log into your account, go to account on the upper right corner, there look for "setup a device" and tap on it. Follow the instructions on the screen and let the watch charge for 2 hours.

[SunsetRunner]

So I've tried the 3 button factory reset method several times. I hold all 3 buttons until the logo appears then disappears, then I release the bottom right button. While continuing to hold the other two buttons, the screen just stays black and doesn't come back on until I stop pushing them.

[NellyG]

@SunsetRunner I will flag your post for a moderators help. I hope they can assist.

[LuciaFitbit]

Hi @SunsetRunner, welcome to the Community Forums! Thank you for all the troubleshooting steps you have tried, in order to solve this situation. I contacted support and they confirmed that you opened a case with them. They will be glad to keep on assisting you. 🙂

@NellyG thank you for helping out! 

Let me know if you have any other questions. 

[Rayliz916]

Same boat  did you end up fixing?

[SunsetRunner]

After getting in touch with support they ended up having me send it in for a replacement. Hopefully they can do the same for you.