Versa 2 isn't responding

[Melissaloonbeek]

Nothing works anymore. Since 12hours ago everything is dead.

Green light is out, doesn't recharge, doesn't restart when back button is used for 10seconds. Doesn't sync with the app. I tried everything that has been said here. Nothing. I've had mine for only TWO WEEKS!!! 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Melissaloonbeek, welcome to the Community Forums. Thanks for the details shared in your post about your Versa 2's recent behavior. I understand where your concern is coming from. I appreciate you've already taken the time to troubleshoot your watch's screen prior to posting here, I'll be glad to continue assisting you.

In order for me to better assist you with this, please let me know if you've tried the suggestions below: 

1. Check 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. 
2. Please confirm if you've restarted your device by following the steps from this help article: How do I restart my Fitbit device?

If the suggestions don't work and your watch doesn't vibrate when you connect it to the charger, it may not be having a good connection with it so your watch may haven't had the chance to get fully charged. Therefore, it won't turn on. So, please try these recommendations: 

• Clean the charging contacts on the back of your device and the pins on your charging cable using the instructions in How do I clean my Fitbit device?
• If the error "insufficient power source" appears on your device's screen, remove other devices plugged in to your power source, or plug your device in to another source.
• Try a different USB port or a UL-certified wall charger.
• Check the alignment and try reconnecting your device to the charging cable. For more information, see How do I charge my Fitbit device?
• Restart your Fitbit once again. For more information, see How do I restart my Fitbit device?

I'm looking forward to your response, keep me posted.

[Madre3]

Contact support, they should send you a replacement if its under a year old.

Sent from Yahoo Mail on Android

[Melissaloonbeek]

As I said, it does not sync. When I try to change clocks, the app says that the device isn't found and has to be started. Which does not work at all! 

I tried to connect it to the computer, but same thing. Computer constantly rejects it. So it does not recharge by usb port in computer either.

Really not amused. Been using fitbit for 5years and never had any problems. After two weeks, new device already broken. 

[SunsetRunner]

Wow 2 weeks that stinks.  I had mine longer but less than a year and it quit working mid last week. I called and they offered me a discount on my next purchase. Umm.. nope as this seems to be happening to a lot of people. Maybe because the new version was released recently?!  Good luck with customer service. 

[MarreFitbit · Accepted solution]

Hi there @Madre3 and @SunsetRunner, thanks for stopping by and for trying to help. 

Hey @SunsetRunner, thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit.

For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

We thank you for being a customer and hope that the discount will help keep you in the Fitbit family. If you have any other questions, please let us know.

Hi @Melissaloonbeek, thanks for getting back and for the update. I appreciate you've followed the tips and recommendations I provided above. 

I was about to create a support case on your behalf, but I've seen that you also reach out to our Facebook support who already helped you in creating a ticket to our Support Team. Please stay tuned to your inbox, someone will contact you to offer their assistance. 

[Lightandlovefit]

Same thing just happened to mine. I’ve had it only two weeks and now it has a black screen and my phone can’t even locate it. So frustrating. 

[MarreFitbit]

Hi there @Lightandlovefit, welcome to the Community Forums. I'm sorry to hear that your Versa 2's screen went black, I understand how you must be feeling as your watch it's only two weeks old. 

If you haven't done so yet, please follow the tips and recommendations provided here.