Versa 2 touch screen not working.

[Majesta01]

Bought my versa around Oct 2019. Used to work well but now the touch doesn't work, i cant pass the password screen. I only see time and call notifications only 😞  i tried both android and ios but the issue is the same.

Moderator edit: updated subject for clarity

[Michiel_M]

Help! Same problem here, and no way to reach the factory reset button, since the touchscreen isn’t working. Changing clock faces, or doing a regular reset doesn’t solve the problem. What to do?

Got this Versa 2 end of January 2020, already as a replacement for the Versa 1, which had the same irresponsive touchscreen problem. Fitbit had me return the latter, and then gave me a reduction for the Versa 2. 

[Dani714]

I'm having the same issue I was going to check if it is under warranty and send it back I'm so frustrated! The shut down does not help. I'm about to factory reset it but I cant even get into it. The button on the side won't even turn the face on let alone if it does it wont slide into options! 

[Jerebetty]

Mine just started the same issues yesterday. I’ve had mine for a little over a month. Did what was suggested. Sometimes it works and sometimes it doesn’t. But it stopped working yesterday during a workout and it took a while before I could even end the workout because the screen wasn’t working. For a device that costs this much I would at least expect the touchscreen to work. We need a new workaround because the one posted is not helpful 

[Michiel_M]

Just sent this mail to https://contact.fitbit.com :

Dear Fitbit,

I need your help. My Versa 2 is within three months after acquiring it, broken for no obvious reason, and like many others on the Fitbit Community I’m left stuck by Fitbit with this malfunctioning device and the problem of an irresponsive touchscreen.

Fitbit advises to do a factory reset, but since the touchscreen doesn’t work, there’s no way to achieve that factory reset. Its button is tucked away in the settings on the device itself, which I have no way of getting to, since the touchscreen doesn’t work. A beautiful Catch-22. May I suggest you make all device settings also available in the phone app and website?

The clockface I use is Fitbit Sundial, but using another Fitbit clockface (Waveform) comes with the same problem, so there’s no point in suggesting to change the clockface. I would expect from a high tech company as your own, a help center that comes up with a little more intelligent, realistic and effective troubleshooting. Please don’t reply to this mail by giving me another set of useless tips.

It seems you have a serious problem here, threatening the good name of your company and the credibility of your products and services. So many people with the same trouble, and no apparent help from Fitbit. That can’t be good for your market position, nor for the peace of mind of your shareholders. For me it is the second Fitbit device in a very short period of time I am experiencing this with, which is highly disappointing and totally unacceptable. This Versa 2 which I got last January, is a replacement for a Versa 1 (also with a malfunctioning touchscreen). I am starting to think your company isn’t doing what it is advertising. My loyalty to and patience with Fitbit is therefor running extremely thin.

Ideally, I would like to see you technically resolve this problem, so I (and all other Fitbit clients with this issue) end up with a working device, as advertised, but I must say your track record of proactively resolving the issue has been very poor so far, and my confidence in this actually happening soon is very low. Please prove me wrong. Looking forward to hearing what action you take to fix your problem.

Sincerely,

Michiel 

Moderator edit: format

[Dani714]

I did a factory reset and mine is still not responding appropriately so I'm
not sure that would help you either

[Newtripley]

exactly the same happened to me 

I hadn't even had it a week...i took it back to the store I brought it from and they replaced it 

At the time I just thought I got unlucky and it was a defective device

Ive had the replacement for about 2 weeks now and so far so good...but since reading these forums and loads of people having the same problem I keep holding my breath everytime I look at it!

There seems to be something fundamentally wrong with the Versa 2....not only this issue but also skin burn,clockfaces not loading,device not syncing properly etc

And all you get from customer service/admin is the same old script....factory reset for the unresponsive screen....for the skin burn clean the device blah blah...

Firstly how can you restart a totally dead fitbit!

secondly taking off the device every 5 mins to clean it then leave it off for several days defeats the whole object of having a bit of tech that's supposed to track your movements 24/7

What makes it so frustrating is that after you've been given the same trouble shooting steps they roll out all the time to everyone experiencing the exact same problem and it doesn't work they'll put"solved" on the forum.....then silence,nothing you can almost hear the tumbleweed rolling along

I paid a considerable amount of money in return I expect it to work as advertised if not I expect good customer support

I don't understand how this is being ignored 

it's not happening to just a handful of people it's widespread

the forum is full of exactly the same problems

[Joe45]

The screen on my Versa 2 is not responsive (can't swipe up, down, left, right). I have tried reset, factory reset, changing clock face etc.  I bought it in February, 2020 so only a couple of months old. How can I request a replacement please! 

[Nerdyway]

Fitbit customer service is not responding like normal due to covid19.  I am having the exact same problem as many on this board are facing.  I love the Versa 2 but have done a factory reset used only one fitbit clock face and the touch / slide functionality doesn't work.  Very frustrating since I got this for Christmas from my wife and I can't seem to get any help on this issue.  

[Kudzucarl]

They eventually replaced mine, and the new one continues to work properly.

Get Outlook for iOS

[Ellen1306]

Same problem here. Tried everything, nothing works. 

[LB2018]

Wow I don't normally go into community areas but I'm glad I did.  I see that there are a BAD batch of Versas, mine is a 2 out there.  I think there should be a recall based on how many people are having the same issue that the screen stops responding when you swipe.  For the most part I am seeing non answers-fixes to the same issue. 

Fitbit time to bite the bullet and dive deep into which allotment of merchandise came in defective from your manufacture.  

Moderator edit: format

[Dani714]

I cant seem to get any help either also got mine in december and exact same
issues

[Cauzair]

This is criminal.

This seems like a pervasive issue and there is absolutely apathy from Fitbit. I guess being acquired by Google is the beginning of the end for this company. Was using Fitbit since 2014. Moved to Android OS for a few months. Realized how much of a disaster it is and moved back. Can’t believe that this has happened in a matter of months.

Moderator edit: merged reply

[wa0tda]

Got the Versa 2 for a Christmas gift, so it's a few months old. Tried rebooting and change of clock face with no results. Should I go back to the old Fitbit One?

[mountaintopper]

Changed clock face, reset, touchscreen still doesn't work. Received it for Christmas 2019 and stopped working in April 2020.

[wa0tda]

That's pretty much my experience, too.  In March it was sort of intermittent - thought it was something I had been doing.  Now the touch screen doesn't work at all.  I don't want to do a factory reset and risk losing all functionality.  At least now it shows me the basic info on the main screen and displays reminders and texts.  

[KaileyH]

How is this issue still not fixed? This has been happening to SO many versa 2’s and does not look good on Fitbit... I got my versa 2 in February and I can barely use it now due to a unresponsive touch screen. Definitely looking elsewhere next time I purchase a smart watch

[mountaintopper]

Mine was under warranty 

[mxsosa]

Is there going to be a fix for this issue? Turning the device on and off and restarting helps but only temporarily. My fitbit versa 2 is only 4 months old and the issue is happening more frequently nos. Two days in a row already. Should I send it back?

[rlindabury]

Ok.. well, here I am on May 7th, 2020 and mine has been experiencing the exact same issue as everyone else.

It used to work, now it doesn't and intermittently reboots itself.  I tried the standard fixes. Reboot, change watch face.

I'd shut it down but I can't because, you guessed it, the touch screen does NOT work!  Shut down instructions say to use the Setting app on the watch. LOL!

I also have a PIN code that I can NOT enter to unlock the Versa 2. Maybe this is the issue we're having? This is a major issue and from what I'm seeing here, Fitbit has been informed of it since January and has only responded with the boilerplate "Reboot" solution which does not fix this issue.

Please can you at least respond to us with a possible time-frame for resolution of this issue?  Thanks.

If something isn't done soon this will be the very last Fitbit device I own and I will most certainly tell everyone I know not to purchase a Fitbit device.