Versa 2 stuck on "Connect phone" screen

[mattkrets]

My wife's Versa 2 is suddenly stuck on the screen that says, "Connect phone: Pair your phone in your Settings app, under Bluetooth." The only other screen available when you swipe is the screen that has two settings: Screen Wake and Notifications.

We have tried repairing to her phone but nothing seems to work. We can't even get her Fitbit to do a reset - when you hold the button nothing happens. 

I am wondering if her side button has become defective somehow or if possibly the Bluetooth radio is defective? I literally cannot get it to do anything but open to that "Connect phone" screen and it won't reset when I hold the side button. Is there anything else I can try?

[JuanJoFitbit]

Hi @mattkrets, it's great to see you in our Fitbit Community! I'm sorry to hear that your wife's Versa 2 is not connecting to her phone and a restart can't be performed. By the way, thank you for trying to get this issue resolved before contacting our forums.

Please try a factory reset. To do so on the device, follow the steps below:

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. Set up the Versa 2 from scratch and see if it connects with her phone properly

Keep me posted on the outcome.

[mattkrets]

??? Her Fitbit only has one side button on the left side.

[JuanJoFitbit]

Hi @mattkrets, I apologize for my previous misunderstanding. Please follow the steps below in order to perform the factory reset for the Versa 2:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:

• Release the button briefly (for less than 2 seconds). 
• Hold the button again until they feel a second, longer vibration, which indicates they initiated the factory reset.
• Set up the watch from scratch

Let me know how it goes.