Versa 2 won't charge anymore

[Alex31612]

hello there, are you able to please assisst me with my fitbit , it isn't longer charging in any respect.. i've tried redownloading the fitbit app, restarted it, wiped clean it, used both my chargers and wall adapters.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Alex31612, welcome to the Community Forums. Thanks for taking the time to troubleshoot your Versa 2's battery prior to posting here, I'll be glad to assist you with this.

As per the description of your post it seems that the battery of your Fitbit may not be charging properly and therefore does not turn on. I recommend that you follow these steps (or please confirm that you've followed them as described below):

• Clean the charging contacts on the back of your device and the pins on your charging cable using the instructions in How do I clean my Fitbit device?
• If the error "insufficient power source" appears on your device's screen, remove other devices plugged in to your power source, or plug your device in to another source.
• Try a different USB port or a UL-certified wall charger.
• Check the alignment and try reconnecting your device to the charging cable. For more information, see How do I charge my Fitbit device?
• Restart your Fitbit once again. For more information, see How do I restart my Fitbit device?

If the above steps don't work, at this point I recommend doing a factory reset (before doing so, make sure to remove your watch from your Fitbit account): 

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:
   1. Release the button briefly (for less than 2 seconds). 
   2. Hold the button again until you feel a second, longer vibration, which indicates you initiated the factory reset. 

You can follow the steps to set up the device after that: How do I set up my Fitbit device?

[Alex31612]

Hi Marre, Thank you:

I tried using my other charger but I do not see the charging symbol on my versa. I'm also holding down the button to be able to factory reset, but I do not see any fitbit logo that you stated below. How do I get it to show up? I have been holding it. 

[MarreFitbit]

Hi there @Alex31612, thanks for getting back and for the details you've provided in your post above. Since you're now using a different charger, I'd recommend leaving your watch charging around 1-2 hours (let's see if your Versa 2 can get any power using a different charger) and then try doing the factory reset as recommended to see if this time it works. 

Let me know how it goes.

[Alex31612]

Ok.. will try again I guess. I have been leaving it to charge overnight for 2 days now. Thanks

[MarreFitbit]

Thanks @Alex31612, give it a shot and let me know the outcome. I'll be around, just let me know how it goes so I can move forward and create a support case on your behalf. 

Catch you later! 

[Alex31612]

Ive been charging it Marre, I dont see anything still..

[MarreFitbit]

Hey @Alex31612, thanks for getting back and letting me know the outcome. I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you as soon as they can since due to recent events affecting our operations, support options are limited and wait times are longer than usual.

Let me know if there's anything else I may do for you.