Versa 2 won't respond

[sodonnell]

Last night my fitbit versa 2 went completely dead.  Was on my wrist at the time but was completely unresponsive.  It had plenty of charge in it but I placed it back in the charger but was still dead.  It was only bought at Christmas so not even a month in use.  Any suggestions?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @sodonnell, welcome to the Community Forums. Thanks for sharing the details about the issue with your Versa 2.

Please restart your watch. For more information, see How do I restart my Fitbit device? 

If the restart doesn't seem to work, please verify if during this process your Versa 2 has vibrated. If it hasn't, please:

• 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?

Let me know how it goes. 

[sodonnell]

Hi,

When I hold down the power button it doesn't switch on or off and no vibration.  It is lifeless.  I wiped down the back and tried using a different charging point but still dead.  It doesn't vibrate at all.  There was plenty of battery left in it yesterday before it went dead.

[MarreFitbit]

@sodonnell Thanks for the update! 

As our a resource, I'd recommend performing a factory reset on your Versa 2.  Before doing that, make sure to remove your watch from your Fitbit account and phone's Bluetooth settings. Then, please:

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?

Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account, your applications, alarms, etc. 

Keep me posted on the outcome.

[sodonnell]

Disconnected from the Fitbit app and the Fitness pal app.

Held the button but no vibration or logos appear or disappear - just a black screen

[MarreFitbit]

@sodonnell I appreciate you had followed the tips and recommendations provided above. Since this sounds a bit more serious, I've created a support case on your behalf - you should receive an email from Customer Support at the email you used to register with the Community forums. Note that we may take a bit long to get back to you since due to recent events affecting our operations, support options are limited and wait times are longer than usual.