Versa 2 not turning on

[Kaapo123]

Got my new Fitbit Versa 2 on Monday and I can't get it to work at all. The screen is just black and pressing the button for short or long period of time does nothing. I had the watch charging for the whole night and in the morning the screen had still fitbit logo on it, but as soon as I took the watch out of the charger the screen just shut down and it doesn't respond at all. And yes, I have tried different chargers and PC usb-port also. I have also tried to factory reset the watch but it does nothing. Also the watch doesn't vibrate or show any signs of life when I put it in the charger.

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Kaapo123, welcome to the Community Forums.

Thanks for bringing this to our attention and for troubleshooting your Versa 2 before posting over here, I understand how frustrating this situation can be for you. 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.

[Kaapo123]

Hi @RicardoFitbit 

Heart rate sensors are not flashing. And I have done all the things that are told in that link also. It's just unresponsive.

[Kaapo123]

So do you have any ideas what to do? My suspection is that the charger is faulty but ofcourse the problem might also be in the battery of the clock.

[RicardoFitbit]

Your update is appreciated @Kaapo123.

I'm sorry to know that you're still experiencing difficulties with your Versa 2. Based on the information provided on your second update, can you please try with another charging cable to see if the root cause of this situation is the charging cable or the battery of your device?

Please keep me posted. 

[Kaapo123]

Hi again @RicardoFitbit 

Unfortunately I don't have another charging cable since it's my 1st smartwatch. I did however check if the cable had any current running through it, and there is current running in the cable but not in the charger pins it seems. At the moment what I THINK is the problem, is that the charger might be faulty and the watch can't get enough charge through it. I'm not 100% sure though.

[RicardoFitbit]

It's a pleasure to continue assisting your @Kaapo123.

Whatever the cause of this problem is and because my only intention is to get you back on track as soon as possible, let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing with your Versa 2. Please keep an eye on your email inbox because they'll be in touch with you pretty soon. I've mentioned them that the root cause may be the charging cable pins for them to evaluate if a replacement charger is needed.

In the meantime they contact you, let me know if you have any additional questions. It was a pleasure to help you.