Versa 2 won't track steps

[Denise35]

when I first received my Versa 2 on March 30 and go **ahem** up and running, it was amazing!!!! and now, it won't count my step, although I can see my step count on my phone, but not my Versa 2 ~ so frustrating ~ can someone help please ~ I have already, reset to factory reset and started all over again ~ and I also on a regular basis do the shutdown, hoping to reboot ~ Help!

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @Denise35, due to the recent events, I apologize for the delayed response. However, let me welcome you to our Fitbit Community.

I'd like to follow up and help you with your Versa 2 since it won't track your steps. By the way, thank you for troubleshooting this issue before contacting our forums.

In order to avoid providing the same information, I'd like to know how the factory reset was performed.

In the meantime, I'd like to share this help article which explains how your Fitbit device counts your steps and other data.

Looking forward to your response.