Versa 2 caller ID feature doesn't work when receiving call notifications

[Jenn_P]

My phone started displaying incorrect time and date, did a factory reset on it, ever since, when I receive an incoming call it only displays "phone" on my versa 2.. only occasionally will it randomly display callers name. I have no idea most of the time who is calling me by looking at my watch. I have turned on every notification permission I can find, I've also tried numerous other suggestions I've seen. Very frustrating, please help!

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @Jenn_P, welcome to our Fitbit Community. I totally understand how you feel about the caller ID issue that your Versa 2 has experienced when receiving phone notifications. By the way, thank you for trying to get this issue resolved before contacting our forums.

In order to avoid providing the same information, let me know how the factory reset was performed. In the meantime, try a regular restart as advised in this help article. After this, try turning off the phone notifications and turn them back on.

Finally, monitor the call notifications during the next 24 hours and see if the issue gets fixed.

Keep me posted on the outcome.

[Jenn_P]

Factory reset was performed by going into settings, then about, then factory reset on the watch, I've also turned notifications off and in several times. I will get maybe 2 or 3 calls a day that will show the number but the rest still says "phone", I've done everything I know at this point, nothing has improved the issue..

Thanks for your time and response back,

Jenn

[JuanJoFitbit]

Hi @Jenn_P, thank you for trying the restart process as advised previously. Since the issue persists, I'd like you to try another way to perform a factory reset. To do so on your device, follow the steps below:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:

• Release the button briefly (for less than 2 seconds). 
• Hold the button again until they feel a second, longer vibration, which indicates they initiated the factory reset.

After this, set up your watch from scratch and see if the caller ID feature works properly.

Let me know how it goes.

[Jenn_P]

Sorry my response back has taken so long. I wanted to give it time to see if it resolves itself. So in trying the steps above. I hit the back button the 8 seconds, fitbit logo pops up, I hold until goes away then release and hold again, the logo flashes a few times, then 1 short vibration is all I get, after holding for a good while nothing else happens, once released a message pops up with a red x stating 'data not cleared sync try again'....not sure if I've done the steps correctly....this is so frustrating lol

[JuanJoFitbit]

Hi @Jenn_P, thank you for getting back and trying the recommended steps. Since the issue persists, 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 and our Support team will be glad to follow up and assist you accordingly.

I'll be around if any question arises.

[RichardMc1984]

Hi Jenn, did you ever get this issue resolved? My versa 2 has started doing exactly the same over the last month. Shows the caller name 2 or 3 times a day but otherwise it just says Phone.

Thanks 

[JuanJoFitbit]

@RichardMc1984 Thank you for participating in this thread. Since you mentioned that your Versa 2 has experienced the same issue, please restart it as advised in this help article. After this, turn off the notifications and turn them back on. Finally, monitor your watch and see if the Caller ID feature works properly.

Hope this helps.

[Jenn_P]

I no longer have the Versa, I now have the Sense, this issue been with both watches. I am needing help with the Sense..sorry for the confusion.

No, unfortunately I haven't. My Versa 2 started doing it, a few days ago I upgraded to the Sense and it's doing the same thing. I have everything turned on in all devices and apps I can possibly think of, seems like no one has been able to help me get this resolved.. is all your other notifications showing up correctly?

Moderator edit: merged reply

[RichardMc1984]

Yeah all other notifications are fine but the phone one is irritating. Out of say 6 calls, 4 will say phone and the other 2 will be normal. I've sort of given up now tbh.

[Jenn_P]

Same, I had my husband call me earlier, first two said phone, third one finally said who it was.. hat phone operating system do you have??

[RichardMc1984]

Android. I have a samsung s8. I'm beginning to think it may have something to do with fitbits updates or something, like a bug. I've no idea about stuff like that tho tbh.

[Jenn_P]

I have a Note 8, this has happened with the last two watches and it doesn't happen all the time, just most of the time.. I don't what is going on but I'm about to be over this!!

[RichardMc1984]

Did you ever get to the bottom of this issue Jenn?

Mines still the same and have now noticed when I answer my phone, it keeps buzzing on my watch for ages after I've answered!

Totally irritating.