Versa 2 won't connect after a factory reset

[Olegvstt]

Good day!
I have a Fitbit Versa 2, bought it 2 months ago. Phone Samsung Galaxy M21. Android v12.
5 days ago they stopped synchronizing with the application, reset to factory settings and now I can't connect to the phone, after entering 4 digits it says an error occurred. All the different options with deleting the application, changing the account and all other operations offered on your site do not help, 3 days trying different options none helps. Tell me what the problem is.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Olegvstt. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Versa 2 is not connecting to your mobile phone after a factory reset. I understand your concern, I will do my best to help you with this!

I understand that you've tried a lot of troubleshooting steps recommended here in the Community Forums, but I'd like you to please confirm whether you tried the following steps in the order listed:

• Remove your Versa 2 from your Fitbit account and unpair it 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.
• Setup 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 above doesn't work, may I know if you're getting any message on your Versa 2's screen? The Fitbit logo? or Data not Cleared Try and Sync again? 

[Olegvstt]

I reset Versa 2 to factory settings, now it is like the first connection, a logo appears, then it gives 4 digits, I enter them into the phone and that's it, it says an error occurred. I did all the above steps, nothing helps. I have been trying different options for three days, nothing helps. Once I managed to install it on my wife's phone with her account, but when I installed my account on her phone, Versa 2 stopped syncing again. I deleted all accounts from my wife's phone and removed Fitbit from the account. I do not have a third phone with someone else's account.

[MarreFitbit]

@Olegvstt Thanks for getting back to me and for the update. 

Just to clarify, you are able to connect your Versa 2 to your wife's phone and account, aren't you? If that is the case, I'd like you to please double check that your Versa 2 is no longer connected neither on your wife's Fitbit account nor her phone's Bluetooth settings. Then, please also make sure that the Fitbit device doesn't show on your phone's Bluetooth settings and Fitbit app as we want to start from scratch. 

Once the above has been checked, please try performing a factory reset on your Versa 2 once again by following the steps below: 

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?. As an additional step, I suggest turning off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference. I would also try turning off your wife's phone just in case. 

Last but not least, please make sure that your mobile device meets the requirements to properly operate with your Fitbit device. For more information, see Fitbit Compatible Devices.

[Olegvstt]

After a full reset, a red cross appeared in a red circle and the inscription Data not cleared. Sync try again. I went through all the installation steps and nothing worked, again after entering 4 digits it says an error occurred. I tried to create a new account with it, it also does not install. I don’t know why, but even with Bluetooth turned off, a window about installing the device pops up on the screen. I’m waiting for the next instructions.

Moderator edit - merged messages

[MarreFitbit]

@Olegvstt Thank you for trying the steps I recommended. 

Since all the steps you tried didn't work, you have a Versa 2 and report it's not connecting to your phone anyomore, I need additional information from you that would best be shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. 

This form is only meant for you to use, so let me know once you’re done. Click here to get access to it. 

[SunsetRunner]

I'm having the same problem! Trying to factory reset it to sell it but it keeps doing what you've mentioned

[Olegvstt]

It seems to me that this is related to the account, if you have the opportunity, try to connect Versa to another phone and a new account, the main thing is that the old account has never been installed on the new phone. And please write about the result.