Versa 2 can't unlock with phone

[Cyence]

My Versa 2 displays the “Unlock from your phone” message but the device is not shown on my Fitbit app. So I can not reset the pin. How do I get it reset?

Moderator edit: subject for clarity and label

[LiliyaFitbit]

Welcome to the Fitbit Community, @Cyence. 

I have moved your post from the iOS board to the Versa Smartwatches board as this situation is related to the device. 

I appreciate your participation in the Forums and sharing the details of the issue you're experiencing with your Versa 2. Thank you for your efforts to resolve this. Since your watch is not showing on the Fitbit app and you're unable to unlock with your phone, I recommend doing a factory reset. Take note that this will wipe all unsynced data and user-installed apps on the watch. Please follow these steps:

1. Hold the back (left) button for about 8 seconds. 
2. When the Fitbit logo disappears:
1. Release the button briefly (for less than 2 seconds). 
2. Hold the button again until you feel a second, longer vibration, which indicates that you have initiated the factory reset. 

Once done, follow the steps in this article to setup the Versa 2 to your phone: How do I set up my Fitbit device? 

You can set up Fitbit Pay after that if needed. For more information, please see this help article: What should I know about Fitbit Pay?

I'll be around if you need further assistance.