Versa 2 shows the wrong time and won't sync

[LisaAnne188]

I have seen a couple of posts saying there are issues. I noticed my watch had gone blank but the green light was still flashing on the sensor underneath. After doing a hard reset the watch came back on, but now have noticed it is running an hour behind and won't sync with the app or update. Is this something others have found is happening at the moment. It's last sync was around half 9 yesterday evening. However, the dashboard on the app still reflects current info. A little bemused and confused and frustrated as about 6mths ago I had to replace my original after it crashed and refused to switch on at all. It was less than a year old too. I love Fitbit, but a little disappointed with the versa's. 

Moderator Edit: Clarified subject

[Guy_]

It would be good to restart things as follows

Logout of Fitbit app

[click profile photo, top left, scroll to bottom]

Shut down the watch

[Swipe left, Settings,

at the bottom, About,

at the bottom, Shutdown]

wait a minute

Restart phone

Start the watch

[Hold the button till it vibrates or logo appears]

Wait for the clock to reappear.

[MarreFitbit · Accepted solution]

Hi there @LisaAnne188. Thanks for sharing the details about the issue with your Versa 2 and for trying to troubleshoot it before reaching out. I understand how frustrating this can be. 

As a friendly reminder, keep in mind that your Versa 2 may show an incorrect time if it hasn't synced or has been unpaired from your Fitbit account. Your Fitbit grabs the time of the device you're syncing with.

If your watch has not recently synced, follow these troubleshooting steps Why won't my Fitbit device sync?

May I know the model of your mobile phone? Please make sure it meets the requirements listed here. Despite meeting the requirements, the following devices often exhibit compatibility issues that cause our products and services to not operate properly:

• Huawei P8 Lite
• Huawei P9 Lite 
• Xiaomi Mi 6 
• Huawei P20 Lite 
• See these additional instructions for help resolving any issues using the Fitbit app on this device.

If your phone is not on the list above and meets the requirements to operate properly with the Fitbit app, please try what @Guy_ has suggested you or you can also try the following:

1. Remove the Versa 2 from your phone's Bluetooth settings and in the Fitbit app.
2. Restart your Versa 2.
3. Turn off other Bluetooth connections when not in use.
4. Plug it into the charging cable and open the Fitbit app.
5. Set up your Versa 2.

Hope that helps. 

[LisaAnne188]

Hi thank you. I did follow the advice of the first post as I had tried the resyncing of my watch to phone. This did not work, so I followed the above advice. Unfortunately now I cannot log back into my app and am waiting for the password reset email which was requested over an hour ago. It's just a wee bit frustrating as I have had 2 versa's in 18months as I had to replace my original due to crashing issues. I don't do too much so it's not that it's doing too much 

[MarreFitbit]

@LisaAnne188 I understand how you must be feeling. 

If you haven't received the email, it's possible that you entered your email address incorrectly or the email went to your Spam or Junk folder. Try completing this step again and check all your email folders. If after an hour you don't receive your email, contact Customer Support.