Versa 2 screen stuck on Fitbit Logo

[SamanthaHaleyT]

i cant get my versa 2 off of the logo screen. It wont even let me turn it off. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @SamanthaHaleyT, welcome to the Community Forums. Thanks for the details provided in your post about what your Versa 2's screen is showing. I appreciate your efforts in trying to restart it prior to posting here, I'll be glad to continue assisting you.

Please make sure that have followed the steps below:

• Remove your Versa 2 from your Fitbit account and unpair it from your phone's Bluetooth.
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Setup your Versa 2 again.
• If there is no connection, restart your Versa once again.

If you can't get started with your Versa 2, usually a missing requirement is the cause. Carefully review the requirements provided in the help article: Why can't I set up my Fitbit device? 

Let me know how it goes, I'll be around. 

[UNoJayrow]

Hello: I've tried the steps you posted as they are in our forums and tend to be the default fix however now my Versa 2 is not even recognized by the App for set up;  meaning I can not set it up as "new." My initial issue was the unit was not holding a charge. I had to charge it multiple times a day and there was no error message about a bad power source. Apps were removed, there's no music stored and I defaulted to the generic clock face and it still lasted 3-4 hours at best! For that fix, I checked and cleaned the contacts and the device is still not holding a charge. So, I restarted it by holding down the back button for 10 seconds until the logo screen appears. The logo screen comes on for 25-30 seconds then goes off for 25-30 seconds. I assumed the battery would die since it won't keep a charge so I put it on the charger only to have the logo screen cycle on and off with no response to the back button or touch screen. Now I have a Versa 2 that I can't set up, it's not responding to the charger plugged into the working wall outlet with the Fitbit logo cycling. This is very frustrating as the troubleshooting methods are working for everyone but me. Any other suggestions? Thanks so much. 

[MarreFitbit]

Hi there @UNoJayrow, welcome to the Community Forums. I'm sorry to hear about the inconveniences you've recently had with your Versa 2. I appreciate you had followed the tips and recommendations provided above.

I've seen that you both contacted our Support Team after posting here and they helped you with this matter. If you have any questions about the resolution of your case, feel free to contacted them back for further explanation or you can check our warranty policies here for a better understanding of the information that they provided to you.