Versa 2 frozen and won’t charge

[SunsetRunner]

My Fitbit Versa 2 is frozen and won’t charge. I have tried resetting it multiple times and it still isn’t working.

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @SunsetRunner, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before to posting over here. To better assist you with this, can you please let me know if the heart rate sensors are flashing or is your device completely unresponsive? If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. 

Looking forward to your reply.

[SunsetRunner]

The heart rate sensors are not flashing at all and it has been on the charger for hours but has not been charging.

[RicardoFitbit]

Thanks for your reply @SunsetRunner.

I appreciate the details that were shared with me. Even though your device has been on the charger for hours, did you take into consideration the steps that are specified on the help article that was shared on my previous post? If cleaning the golden contacts of your device don't resolve the issue, please contact me back so we can move on.

Don't hesitate to ask me any additional questions you may have.

[SunsetRunner]

Yes I have tried cleaning the ports and it’s still not charging.

[RicardoFitbit]

Your update is appreciated @SunsetRunner.

Since you're still experiencing difficulties with your Versa 2, let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.