Versa 2 is stuck on the set up wallet screen

[OscarJones]

My Versa is stuck on the set up wallet screen. Tried holding button for 10 seconds, and nothing. Can't get to any other screen

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there @OscarJones, welcome to the Community Forums. I'm sorry to hear that your Versa 2's screen is stuck on "Set up Wallet", I understand where your concern is coming from. Thanks for taking the time to solve the issue prior to posting here, I'll be glad to help you.

If you haven't done so yet, I'd recommend checking in the Fitbit app if your Versa 2 is still syncing, if so, try changing the clock face to a different one by following these steps: How do I change the clock face on my Fitbit device?. The steps are done through the Fitbit app, do not worry if you cannot see anything on the screen for this process. 

If the suggestion doesn't work, at this point I recommend doing a factory reset (before doing so, make sure to remove your watch from your Fitbit account): 

1. Hold the back 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 you initiated the factory reset. 

You can follow the steps to set up the device after that: How do I set up my Fitbit device?

Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

[OscarJones]

Thanks for the advice but it didn't work. Still stuck on the wallet.

[MarreFitbit]

Hello @OscarJones, thanks for the update.

I appreciate you had followed the tips and recommendations provided above. Since this sounds a bit more serious, I've created a support case on your behalf - you should receive an email from Customer Support at the email you used to register with the Community forums. Note that we may take a bit long to get back to you since due to recent events affecting our operations, support options are limited and wait times are longer than usual. If you have any questions, don't hesitate to let me know.