Versa 2 clock faces won't install

[Psychoginger]

Hey,

I have a Versa 2, which I just bought. I tried to switch the clock faces, but they won't install. It keeps giving me an error telling me the installation failed. I've tried third party and Fitbit faces. I've tried force stopping the app, tried unpairing my Fitbit, restarting my phone, restarting my Fitbit, then repairing it. I've tried deleting the app and reinstalling it. Nothing is working. I paid for a clock face and I expect to be able to use it. All I keep getting is a generic red screen with the time in white.

Moderator edit: format

[AlvaroFitbit]

@Psychoginger Welcome! It's great to see you around! Sorry for the delay in my reply.

Let me help you changing the clock face on your Versa 2 and thank you for troubleshooting this issue. 

Which phone are you using? Is it compatible? I suggest you refresh the link between your phone and your Versa 2 by doing the following:

1. Go to your phone's bluetooth settings and remove all devices listed there.
2. Restart your phone and restart your device. 
3. Check that no battery saving app/feature on your phone is affecting your Fitbit app.
4. Also, if you are using an Android device, check that your app has the necessary permissions (settings > apps > Fitbit > permissions) and make sure bluetooth and location services (GPS) are on. 
5. You can find troubleshooting instructions here.

Let me know how it goes.

[Psychoginger]

I'm using a Moto Z2. The Moto Z is on the compatible list, so I don't see why this one wouldn't be. I've tried all of that and it's still not working.

[Katemalcolm]

Nice to see they helped you once the generic restart/reinstall/reconnect go to answer didn’t work 😞
I’ve been having the same issue... can find any help... 😞

[Psychoginger]

It's been 8 months and I still can't get help? I've tried everything that has been suggested on other threads and it's not working. I spent all that money on this thing and I can't get a custom clock face? You'd think that the updates to the device would fix this, but no.

[mzchevious]

Same problem.   I've tried everything and nothing is working.   It is beyond frustrating and fitbit mods aren't able to help.   

[mzchevious]

I've done everything including a factory reset.  Isn't there anything fitbit can do?! Frustrating doesn't begin to cover it.  I've been trying for 2 days now!  The clock face I'm trying is free & worked on my regular versa, a lot of money wasted just to get more frustrated. 

[Kezp]

I've just received a versa 2 for Xmas and am unable to install a new click face....this is my second try....I reset my watch the first time. Phone is compatible S9 and all updates are done. 

Any other advise pls

[Katemalcolm]

I found it all sorted itself out about 48 hrs after registering the watch... I was then able to download the watch faces I paid for. I know it’s frustrating but worth the wait!

Kind regards,

Moderator edit: personal info removed

[Kezp]

Thanks the faces i am trying to download are free so not sure why this is
happening and its been over 48 hours for first clock face and it still
never worked hence I had to reset my watch which I dont want to keep doing

[Dialdin]

Yep, same problem here. If I can't get a resolution this garbage is going back. Worst connectivity issues I have seen in an Android device since the VERY early days of Android. Even $15 junk connects more reliably and easier than this Versa 2. Glad Costco has easy returns.

[Kezp]

Not sure what I done today but it works now. I only removed a few other
things from my Bluetooth connections and resarted my watch and the clock
started to download.

[mzchevious]

The retailer already exchanged it once,  now I'm at the point I want a refund.   This is ridiculous!

[bhegyi]

This is still an issue and they do nothing about it... I will just buy an Active 2 I think, Fitbit support is trash.

[Kevevash]

I have a compatible phone and have done everything. Every time your app asks me "to continue installing,  Some applications did not finish installing.  Do I want to continue installing?" I select yes or if I select later the next error is  "Unable to install. Install failed please try again later" and it just keeps repeating.  I would like to use a Fitbit approved clock face and use the app without it glitches. 

[jody.searing]

I researched how to register the device but found that it’s technically not necessary. How did you register? 

[jody.searing]

I’m having same issue with my brand new versa 2 with the clock faces not installing. I did all the things everyone has mentioned here except for registering the device because I can’t see how or where to do that and read that registering isn’t necessary?? Strange thing is when I first got it I was able to install the clock faces but now I can’t for some reason. 

[Kevevash]

I called support and they said an update was released to some back in November. I asked him when could I expect the update and they said it could be days, weeks, or months. This was Saturday. On Wednesday the update showed up. Unfortunately it resolved nothing. I still can't update my clock faces. I still have ghost steps when sitting on the couch watching a movie. I also still get an error when installing and being asked to retry. 

Bummed.

[hamilton24601]

I've tried everything too, including doing a factory reset TWICE (which actually made it worse, because then I couldn't re-download the apps I had the first time so it was even LESS useable. A smart watch that can't manage downloading apps is pointless).

I have a new router coming this week but if that doesn't fix it (and I doubt it will) I don't know what to do! I got this Versa 2 because my Charge 3 bluetooth died so I'm tired of my fitbit not working!  I should've just upgraded to the Charge 4 instead.

I contacted support and all they could do was tell me to try what I already tried then say "Your fitbit shouldn't be doing that. Let me pass this on to an elite member of my  team", or something like that. Still waiting to hear back.