Versa 2 won't restart and back button is not working

[Nhofmann93]

The back button on the fit bit is not working and my screen is stuck on one of the app screens because I can’t press the back button

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Nhofmann93, welcome to the Community Forums. Thanks for the details provided in your post, I'll be glad to help you with your Versa 2 that is not responding. 

Since the restart you're trying to perform is not working, please check in your Fitbit app if your Versa 2 is still syncing (to see when was the last time sync or if your watch is paired, tap the Today tab > your profile picture > your device image). If so, change the clock face to a different one to see if this brings back the display. Don't worry if you cannot see anything on the display by now, this process is done through the Fitbit app. 

Give this a go and let me know the outcome. 

[NicholeB11]

I am having the same issue. I have changed the clock face multiple times and synced multiple times and it is still not going back to the main screen. Mine still shows "log into spotify from the fitbit mobile app" which I never brought up. 

[Akin79]

Hello,
I bought a Fitbit Versa 2 special edition tracker in December. It’s been working just perfect till I went for a run with it today.
It simply shutdown about an hour into my run, showed a low battery sign and then wouldn’t come back on despite my best efforts to restart.
The battery was fully charged before I began my run, but I still tried to troubleshoot by charging it for 3 hours after the incident. The problems persists.
Kindly advise.
Regards,
Akin.

[MarreFitbit]

Hi there @Akin79 and @NicholeB11, welcome to the Community Forums. Thanks for the details provided in your posts about your Versa smartwatches' screen behavior and for the steps you performed in order to fix them.

I've seen that you both contacted our Support Team after posting here and they helped you with this matter. If you have any questions about the resolution of your case, feel free to contacted them back for further explanation or you can check our warranty policies here for a better understanding of the information that they provided to you.

Let me know if there's any questions present. 

[Akin79]

Thank you. This was my 4th fitbit damaged by sweat during a workout and as usual Fitbit is not offering a replacement or any sort of troubleshooting that actually helps. What’s the point of having a waterproof smart watch when it’s not even sweatproof.
The only thing missing from my Apple ecosystem is the Apple Watch, which I have resisted up till now because of the relative pricing when compared to a Fitbit and also the motivation provided by competing with my Fitbit friends. I think it’s time for me to be sensible and just go for an Apple Watch.
I have truly enjoyed the Fitbit experience, while the watches were functional, but it’s time to move on 😢.
Many thanks for your response.
Regards,
Akin.

Sent from my iPhone

[MarreFitbit]

Hi there @Akin79. First and foremost, I'm sorry to hear about the issue with your Versa smartwatches' screen. Our warranty provides replacements for devices deemed to have a manufacturer's defect within 365 days of purchase and please trust that Fitbit's mission is to empower and inspire you to live a healthier, more active life. We design products and experiences that fit seamlessly into your life so you can achieve your health and fitness goals, whatever they may be. This is also the reason we tried to check for the possible options that we can provide you based from your warranty. We're sorry you go.

We'll be always around if there's anything else we may do for you.

[Akin79]

I bought the device December 2019 so it should still be covered by warranty, but the customer service chap I chatted with told me it wasn’t.
Regards,
Akin.

Sent from my iPhone

[CAW18]

I have the same problem, it wont get off of the log into spotify screen so I finally did and then now it wont get off of the get spotify premium screen and my back button is broken so I cant exit.

[KHut]

Same thing happened to me. I left it on the charger and did an update and it seems to be working normal again.

[ganne]

Before Google was involved, my Fitbit Versa 2 worked perfectly.  What is going on?  Is this Googles way of forcing me to buy a new Fitbit?  

[MsManda]

Changing the clockface does not work. Any other suggestions? Back button not working and stuck on "Set up wallet" screen.

[MasAnwar]

Fitbit after sales service sucks !  They keep responding with the same scripted replies! 

[Jackie_myfriend]

Was your problem resolved? My Fitbit is also stuck on "setup wallet" screen and changing the clock face didn't work. Also my back button isn't working. 

[Akin79]

Yah I got an Apple Watch.
Problem solved!


Sent from my iPhone

[Timb13491349]

Back button not working on m dads versa 2 has keep resetting the watch to go back to the time  and  display of steps , calories., heart rate etc etc. The steps calories and heart rate display keeps disappearing too along with the time. Time will come back but only as a small display down low on the watch face