Versa 2 won't connect with phone

[megangill1]

Has anyone else been having issues with their Versa 2 since the latest update?! My Versa had been working perfectly until a few days ago wheras now it constantly loses connection with my phone, it doesn't read my heart rate and, most infuriating of all, it resets itself at least 3 times a day!!! At wits end with a product I love(d)!

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@megangill1, welcome to our Fitbit Community. I'm happy to assist you with your Fitbit Versa since it won't connect with your phone properly and doesn't track your heart rate. By the way, thank you for troubleshooting this issue before contacting our forums.

Please try the troubleshooting steps that are listed in this help article. This article contains the restart process but you can skip it and proceed with the rest. Finally, follow the steps described in this help page in order to fix the heart rate issue. Finally, monitor your watch and see if the issue gets fixed.

Keep me posted on the outcome.

[megangill1]

Thank you for your reply. I followed the advice given in your reply but unfortunately 8t made the problem worse. After resetting the device I was left with a screen with a red cross in a circle and not matter how many times after that I tried resetting or restarting the device, the screen wouldn't clear. I even tried setting it up as a new device on several different devices but all of this was to no avail as none of the devices could find the Versa 2. In the end I had to call up Customer Support and I am now waiting on the arrival of a replacement tracker as even they could not help. 

[ken999hk]

dear all

i have got the same problem too, same before and after update

my versa 2 version is 35.70.7.14 and my app is 3.11 (20243448) android

my versa 2 always disconnect with my phone and i need to reboot my phone and my versa 2 so they can connect again.

hope fitbit can fix it asap

[JuanJoFitbit]

@megangill1, I'm sorry for the late response. However, I appreciate the time spent trying the recommended troubleshooting steps.

I'm glad to hear that you got in touch with our Support team and provided a replacement unit. I appreciate your feedback and thank you also for posting the update here. Don't hesitate to get back if you have any questions.

@ken999hk, I'm sorry for the late response. By the way, thank you for your participation in our Fitbit forums and thank you also for trying a restart before contacting our forums.

I'd like you to try the troubleshooting steps that are listed in this help article in order to fix the syncing issue that your Versa is experiencing. In the meantime, let me know what is the brand and model of your phone.

See you later.