Versa 2 screen isn't responding at all

[LauraN94]

My versa 2 has stopped working this morning, the screen isn’t responding at all, when I hold the button on the left nothing happens, I’ve only had it since March and it wasn’t the cheapest, this is a huge inconvenience and I need this fixed ASAP.

Moderator Edit: Clarified subject

[Kvp86]

I have the same issue

[MarreFitbit · Accepted solution]

Hi there @LauraN94 and @Kvp86, welcome to the Community Forums. I'm sorry to hear that your Versa 2 and Versa screens have stopped working, I understand how you must be feeling. Thanks for the details provided in your post and for your time and efforts in trying to solve the issue prior to posting here.

In order for me to better assist you, please confirm that you've tried the steps below:

1. Check in the Fitbit app if your watch 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. You've restarted your watch 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, please try these recommendations:

• 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?

If the above steps don't work, at this point I recommend doing a factory reset (before doing so, make sure to remove your watch from your Fitbit account): 

For Versa 2:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:
   1. Release the button briefly (for less than 2 seconds). 
   2. Hold the button again until you feel a second, longer vibration, which indicates you initiated the factory reset. 
   3. You can follow the steps to set up the device after that: How do I set up my Fitbit device?

For Versa:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. You can follow the steps to set up the device after that: How do I set up my Fitbit device?

Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account, your applications, alarms, etc.