Versa 2 not turning on

[Niamhie2021]

Hi there

my brand new versa 2 is not turning on! The battery was low (4% or so) and I took it off and charged it! Following morning it wouldn’t turn on when I went to wear it! I’ve tried resetting it but nothing happens! The logo comes on when you press the button but when I put it on charge nothing happens! Only bought Nov 20th 2020 and only opened December 25th 2020 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Niamhie2021, welcome to the Community Forums.

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. 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. Such article includes a restart process which can be really helpful for this situation

Looking forward to your reply.

[Niamhie2021]

Hi Ricardo,

Thanks so much for your detailed reply! I have tried all of those steps and nothing! There’s nothing flashing at the back but the Fitbit logo tends to flash up every so often! It’s completely unresponsive to the charger and the pressing the button for 10/20 seconds does absolutely nothing! 

Thanks,

Niamh 

[RicardoFitbit]

You're welcome @Niamhie2021, your reply is also appreciated.

I'm sorry to know that you're still experiencing difficulties with your Versa 2 despite trying the troubleshooting steps that were shared on my previous post. Because the issue wasn't solved, the best way to get help for this problem is to chat directly with our Customer Support team or give us a call. Please click here to get connected and receive further assistance with them to get you back on track as soon as possible. 

I'll be around if you need anything else.

[Niamhie2021]

Hi Ricardo,

when I try to go into the live chat it doesn’t allow me! It says that the link isn’t working! 

[RicardoFitbit]

Thanks for your update @Niamhie2021.

Seems odd that you're unable to contact our Customer Support team via chat, can you please try again and let me know if the issue persists? If so, please send me a screenshot of the error message you receive for me to further investigate. 

Keep me posted.

[Niamhie2021]

Hi there, I’m back again! I received the email with the returns label but no instructions! Do I have to contact DHL or can I send it through the post? I’m in Ireland 

[RicardoFitbit · Accepted solution]

Welcome back @Niamhie2021, it's a pleasure to continue assisting you.

Thanks for the details that were shared with me. Unfortunately I'm not sure if your local post office will be able to initiate the return process of your device if the return label is from DHL, however, my best advice for you at this moment will be to contact your nearest DHL service point (you can find your nearest DHL using this link) to check if you need to drop the package there or if they're able to pick up the package for you. If you're unable to get an answer from them, please contact our Customer Support team again to gather more information as I don't have access to the details they provided you.

I'll be here if you need anything else.