Versa 2 won't connect to my phone again

[laurenamiralee]

Heart rate stopped working on my Fitbit even after restarting the watch and re downloading the app etc hence I performed a factory reset to see if this would help but when I try to add the watch to the app it says it’s lost Bluetooth connection everytime it finds the watch and I can’t do anything other than switch the watch off , I have also tried redown loading the app again and turning my phones bluetooth on and off but this still doesn’t work. Any ideas ? 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

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

Please note the message you're receiving usually appears when you performed a factory reset without first unpairing your watch from your phone's Bluetooth settings.

With that being said, please confirm if you've followed the steps below to solve this issue:

• 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 heart rate is still not working after connecting your watch, I'd recommend trying the following steps to make sure your heart rate is working:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your watch, from the main screen of your watch, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Versa. To do so, open the Fitbit app, tap on the Account icon, tap on your Versa's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your watch once again. 
• Once it's done, restart your watch once again. 
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

Also, for more detailed information, see: What factors can affect my heart-rate reading on my Fitbit device?. Keep in mind that active minutes are also calculated by your heart rate.

Hope that helps.