Versa 2 stuck on message "Data not cleared, sync & try again"

[GBradburn]

Greetings, 

my wife’s versa 2 suddenly stopped working. The FitBit app sees it but can’t sync or update it. I’ve removed and repaired it twice. 

when I try to reset it, the FitBit logo displays like normal but after a minute or so it displays “Data not cleared Sync and try again”

We’re stuck at this point. 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @GBradburn. Welcome to the Community Forums. Thanks for trying to troubleshoot your wife's Versa 2 before reaching out. 

Please note the message "Data not cleared, Sync & Try again" usually appears when you performed a factory reset without first unpairing the Fitbit device from the phone's Bluetooth settings.

With that being said, please confirm if you've followed the steps below to solve this issue:

• Unpair the Versa 2 from her phone's Bluetooth.
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off her phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Set up the Versa 2 again.
• If there is no connection, restart the Versa 2.

If you can't get started with her 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?