Versa 2 screen is frozen

[Velas]

The screen of my Versa 2 has been frozen for several days. I have reset it many times and it does not improve. who knows how to support me. Thank you

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Velas, welcome to the Community Forums. I'm sorry to hear that your Versa 2's screen won't respond. Thanks for the steps you've tried so far in order to fix it, I'll be glad to help you with this. 

In order for me to better assist you with this, please confirm that you've followed the steps below as described in the help articles:

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 the charger and therefore, it won't properly charge. Said that, I recommend doing the following: 

• 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. 

[Velas]

Thanks for your support, I did everything according to your recommendations and the clock still does not work the touch screen. I am really disappointed. I want to return this product that is new and does not meet my expectations. I need to know how to return it.

[MarreFitbit]

Hi there @Velas, thanks for getting back. I totally understand your disappointment. I appreciate you have already tried to troubleshoot this situation before reaching us. At this moment, I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support Team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions. Note that due to recent events affecting our operations, support options are limited and wait times are longer than usual.

We hope your issue is solved soon.