Versa 2 touch screen isn't working and it won't sync

[ReginaFitz]

Hi there,

The touch screen on my Versa 2 has not been working for a while. I have tried factory resetting it and now it won’t sync with my IPhone XR.

My Versa 2 is only 10 months old.

i also have tried to use the live chat to contact Fitbit but that is not working.

help? 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @ReginaFitz. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa 2 before reaching out. 

It seems that you've performed the factory reset without first unpairing your watch from your phone's Bluetooth settings. With that being said, please try following the steps below (even if the screen is still unresponsive):

• Unpair your Versa 2 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.
• Set up your Versa 2 again.
• If there is no connection, restart your Versa 2.

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? 

If the touch screen is still not working after the above steps, but you did manage to pair and sync it, please try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face.