Versa 2 button has stopped working

[Deldarc]

Hi There, 

a few days ago, out of the blue, my watch got stuck on the "set up wallet" screen.

I cannot swipe any which way, and the side button in not working. If I try to push it in, nothing happens. I've done as suggested, by removing the device from my bluetooth, forcing the app to stop and reinstalling my device (versa 2) but nothing is working. Because of the side button not working, I cannot power the device down to try and restart. 

Not sure where to go from here...can someone help please?

thank you!

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Deldarc. Thanks for stopping by in the Community Forums and trying to troubleshoot the issue with your Versa 3 before reaching out. I understand where your concern is coming from. 

If you haven't done so yet, please try to remove dust or dirt by gently using a toothpick around the button. If this does not improve the button performance, you can try to clear debris using canned air, just hold the tracker at arm's length and spray once to loosen any dirt or dust that may have accumulated around the button. Then, please try restarting your Versa 2 by following these steps. 

If the above does the trick, but your Versa 2 is still stuck on the "Set up Wallet" screen, please keep in mind that you can replace the Wallet App shortcut for any other option. To do so, open the Settings app > and tap the Left Button option. The possible shortcuts vary based on your device.

I've moved your post to the Other Versa Smartwatches board for organization purposes.

Hope this helps. 

[Deldarc]

Thank you for getting back to me so quickly!

I have tried cleaning it both ways you've suggested. I tried to find a solution before I reached out to you. 

Because the button seems "stuck" I cannot restart it the way you mentioned. I've tried holding it in as long as I can, but the screen just stays black

I also cannot remove the wallet app, as I can't get to the settings screen...just "set up a wallet" is all I can do ( and I even tried adding a card to see if that would help, but it didn't)

[sharonDL]

I’m having the same problem. It may be time for a new Fitbit?!

[MarreFitbit]

@Deldarc @sharonDL I appreciate you had followed the tips and recommendations provided above.

At this moment, I’ve reached the limits of what I can do for you here on the public community forums. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

As a friendly suggestion, please notifyee to our support team every step you've done so they don't suggest the same over again and can move forward with the next steps. 

We hope your issue is solved soon.