Versa 2 not responding to swipes

[lyndy1017]

The past few weeks I have had an issue with my Versa 2 where the is not reacting to me trying to scroll thru.  I can push the home button to bring up the time, but nothing else works.  I have to re-boot it and I have to do this multiple times a day.  Just got this thing in late November.  Any thoughts or ideas?  

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @lyndy1017.

I am sorry to hear your Fitbit Versa 2 is not responding to swipes. Thanks for trying to resolve this, I appreciate the additional details and I am here to help. Upon checking with our Support team, I was told that you have already contacted them. I know they will be glad to help you out and provide a solution. I recommend to continue working with them since they have already all the details and special tools to continue assisting you.

Let me know if you have any questions.

[lyndy1017]

I did send it in Under warranty but have not heard back.  Not sure how long this process usually takes. All other responses have been extremely timely. So not sure to expect to hear from someone with 72hrs or a week. 

thank you

[Bairnk]

Good luck.  the tech person I spoke with said I would need to call them 6 or 7 times more when the failure happened before they could do anything.  I don't have time to call in and wait on hold 6 or 7 times.  All I wanted was a watch replacement.  You would think I am trying to get my money back.

[LiliyaFitbit]

Thank you for your reply, @lyndy1017. Welcome to the Fitbit Community, @Bairnk.   

@lyndy1017 thank you for the update. I could see that our Support team got in touch with you yesterday. Please check your inbox. 

@Bairnk thank you for joining the thread and sharing your experience. I apologize for any inconvenience and appreciate your feedback as this helps us to keep improving. I am sure our Support team tried to help in the best possible manner, each case is reviewed individually and a solution that's being provided is based on the Fitbit Warranty. If you continue experiencing difficulties with swiping, I recommend trying to change the Screen Wake setting to manual, you can find the steps to change it in this help article: How do I see the time on my Fitbit device?

I'll be around if you need further assistance. 

[jcockrum40]

I am having the same issue. I got mine as a gift in December and touchscreen does not respond at all anymore even after I restart the device. Sometimes, first thing in the morning when I take it off the charger it will work for about 15 minutes or so and then nothing. I have read this a lot looking on this chat group!

[lyndy1017]

Got on a chat conversation with Fitbit. They wanted me to try a factory reset. It froze my watch. Had to send it in to factory. They are sending me a replacement under warranty.

Best of luck

Sent from my iPhone

[LiliyaFitbit]

Welcome to the Fitbit Community, @jcockrum40. It's nice to see you around, @lyndy1017. 

@lyndy1017 I am glad to hear that our Support team took care of your case and you were sent a replacement unit. Thank you for posting the update here.

@jcockrum40 thank you for joining the thread and sharing that you're experiencing the same issue. I appreciate your efforts to resolve this and providing the additional details. I totally understand how you are feeling and recommend checking if your watch is updated to the latest version: How do I update my Fitbit device? If possible, try to change the Screen Wake setting to manual, you can find the steps to change it in this help article: How do I see the time on my Fitbit device?

Keep me posted on the outcome.