Versa 2 is not responding to anything

[Laur5085]

Unresponsive, can not shut off or unlock using button on left side. When I tap screen, "you have not set up your wallet" comes up". No response to left to right, right to left swipe and not able to restart.  thank-you. Laurie

Moderator Edit: Clarified subject

[Guy_]

Hi @Laur5085 - did you hold the watch button for a full 10 seconds till it blanks or vibrates and wait for the logo to appear and for it to start?

[MarreFitbit]

Hi there, @Laur5085. Welcome to the Fitbit Community Forums. I'm sorry to hear that your Versa 2 is unresponsive. We're here to help you! 

As @Guy_ has pointed out, please make sure you've restarted your Fitbit device as suggested here How do I restart my Fitbit device?. If the restart doesn't work try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face.

[Laur5085]

Yes. I could hold the button for an hour and nothing will appear on the screen. No logo, no blank, no vibration. Unresponsive. Will not restart.

 L

[Guy_ · Accepted solution]

@Laur5085 - to further isolate the cause, place the watch on the charger and plug into a PC and see what noises the PC makes.

It has to be the charger for the Versa 2 (if you owned a Versa the charger looks the same but won't work).

Restart the phone and in the Fitbit App try and sync. If this is successful your watch screen may have failed. If you can't sync the watch most likely has a terminal fault unfortunately.

If the PC makes connect/disconnect noises it means there is a watch fault.

You can always chat via the Fitbit App, Help & support section, Contact Customer support.