Versa 2 screen got frozen

[KChavis2018]

Hello FitBit Community,

When I press the button on my Versa 2 and the screen comes up, I try to swipe to see the other functions on my watch and nothing happens. It appears to be frozen! I hold and press the button to put in my pin and none of the numbers light up, it's just stuck and nothing happens! This is so frustrating! I bought this watch last year in November!  I filed a claim with square trade but they says that I am still under warranty with FitBit.  I can't speak to anyone on the phone, the wait time has been too long!

1. Can someone please help?
2. How do I file a claim?

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @KChavis2018, due to the recent events, I apologize for the delayed response. However, let me welcome you to our Fitbit Community.

I'm sorry to hear that the screen of your Versa 2 gets frozen and it won't swipe. I totally understand how you feel about this and I appreciate your time spent trying to get this issue resolved before contacting our forums.

I'd like you to try the factory reset. To do so on your device, follow the steps below:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:

• Release the button briefly (for less than 2 seconds). 
• Hold the button again until they feel a second, longer vibration, which indicates they initiated the factory reset.

After this, set up your watch from scratch and see if the issue gets fixed.

Keep me posted on the outcome.

[KChavis2018]

Ok thank you for the reply. I will try these steps.

Kimberly M. Chavis

[JuanJoFitbit]

Hi @KChavis2018, you are very welcome. Don't hesitate to get back if more assistance is needed.

As a side note, I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often! 😀