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

[wa0tda]

Mine was at the same stage - only the time display screen with touch pad unresponsive, so the final thing was a hard reset to factory settings, which worked for some users.  When I proceeded, the watch did not recover and was no longer useful even for the time display, after which support decided to replace it. 

[alabmann]

Hello

Just to say that following your update my watch seems to be responding again.

Was Non responsive for a over a ok then now but glad to see it working Today.

Thank you

Best Regards
Alan

[MarreFitbit]

Thanks for the update guys @wa0tda and @alabmann, I'm glad to hear you both are now back on track after working with our support team or after following the recommendations suggested here. 🙂

Happy stepping! 

[Ityagirladdie]

My Fitbit still is having problems and I used this answer and I have went swimming with it and I thought that was the problem I have only had it since April 8

[MarreFitbit]

Hello there @Ityagirladdie, welcome to the Community Forums. I'm sorry to hear that your Versa 2's screen is not responding. Thanks for the details provided.

If you haven't done so yet, please restart your Versa 2 as suggested here: How do I restart my Fitbit device? 

If the restart does not work, please check if your watch is still syncing and if so, change the clock face to a different one to see if this brings back the display. Don't worry if you cannot see anything on the display by now, this process is done through the Fitbit app. 

Give this a go and let me know how it goes. 

[EGE2020]

Did you get this resolved?  I have tried all the suggestions and my touch screen still isn’t working 

[MarreFitbit]

Hi there @EGE2020, welcome to the Community Forums. Thanks for letting me know you've tried all the suggestions in order to fix the screen of your Versa.

In order for me to take the next step, would you mind checking/confirming you did troubleshoot your watch as describe below?

1. Switched to a Fitbit clock face if you're using a third party clock face: How do I change the clock face on my Fitbit device? 
2. You've restarted your device by following the steps from this help article: How do I restart my Fitbit device?

3. Tried to change the Screen Wake setting to manual, you can find the steps to do it in this help article: How do I see the time on my Fitbit device?

Looking forward to hearing back from you.

[EGE2020]

Yes, I have tried all of this a few times and my touch screen is still not working.



Sent from my iPad

[Arunner2]

Restarting didn’t work and customer service says to check this forum.... what’s the next step?

[rlindabury]

Just a quick update on my issue and resolution.
My Versa 2 touch screen just stopped working completely. It showed the time and notifications but you couldn't do anything with the touch screen. Otherwise the Versa 2 was working as expected and connecting to my phone and syncing data.

I chatted with @fitbitsupport on Twitter and they helped me resolve the issue. I received a case number and then shipping information.

The replacement (the watch only) came today.  I fired up my Fitbit app on my phone and it indicated that an update was available for my original Versa 2 so I decided to try the update to see if that would fix the problem before setting up the replacement.

It didn't fix the touch screen issue at all. I still couldn't do anything with that.

So, I setup the new one by replacing the old one an I'm back in business!

Thank you Fitbit Support!  Job well done!

[EGE2020]

Thank you for the information. Was your watch in warranty? Mine was purchases in October of 2018 so 1 year warranty isn’t valid.

Sent from my iPad

[Ityagirladdie]

Yeah the thing is I don’t know if I have a warranty my parents are the only people that know that when they gave me the gift they didn’t tell me I charged my Fitbit and synced it and it started working I think that is all that needs to be done

[MarreFitbit]

Hello @EGE2020, thanks for confirming that you've tried the steps suggested. I created a case for you and someone will respond as soon as possible. I've seen that you were offered a discount the first you contacted us via email. This is the best option to help you get back on track with the Fitbit family I'm sure our team will be more than glad to help you further with this. 

While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

Hi there @Arunner2 and @Ityagirladdie, thanks for getting back and following the steps recommended. I created a case for you and someone will respond as soon as possible. Due to recent events affecting our operations, we may need more than 7 business days to respond.

We hope you all get back on track soon.

[EGE2020]

Thank you. I was hoping there would be a fix but looks like my current
Versa 2 touch screen can't be fixed and needs to be trashed. It's
frustrating since it is not even 18 months old. I appreciate your timely
replies and your help.

*Best,*

Moderator edit: personal info removed

[wa0tda]

Yes, mine was within warranty as it was purchased less than 6 months ago. However, most people would expect it to last longer than yours has especially if there is a problem that others are having. Maybe you can get a replacement at a discount.

[MarreFitbit]

Hi there @wa0tda and @EGE2020, thank you so much for your comments. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services. I've passed your feedback along to our team. 

Have a good day you both! 

[Potatoe]

I haven't used mine 2 month but upon turning on again it seem to work.

Try drain the watch leaving it with no battery for a day then recharge and see if the screen is working, after that do a factory reset or disable the always on screen in setting when the screen is responding. 

I notice leaving my always on screen was the culprit since it started to delay the screen response 

[MarreFitbit]

Hi there @Potatoe, thanks for stopping by and sharing the steps that has worked for you. I'm glad to hear that you're back in business. 

Please don't hesitate to reach out to us if there's anything else we may do for you in the near future. Have a great day! 

[FernandoPetri]

I have had the same issue for the last month. Tried doing this restart and nothing happened. Updated the software on June 5th and nothing again. Is there anything else that can be done? I see that this reboot didn't work for many people here either. 

[EGE2020]

My Versa 2 could not be fixed after trying all the suggested steps several
times. I was 6 months out of 1 year warranty so Fitbit offered a discount
if I purchased a new watch from them. I would of been willing to pay to
have my Fitbit fixed but there is no service available to do that. I just
ordered another brand that had great reviews and cost less than what a
Fitbit would of cost me after the discount.