Versa 2 won't turn on or charge

[LJH88]

On Feb 14th, my versa 2 just switched off even though it was charged the night before. I connected it to the charge dock again and nothing happened. The screen displays nothing and if I press and hold the button, it just vibrates once at me. When I connect to the charging dock, it just vibrates too then nothing happens on the screen.

Anyone else having the same issues? 

FOR FITBIT:

I've emailed fitbit on the 15th and heard nothing back. I'd expect better customer service from a well known brand like this. It's been 9 working days with no response. I just want to be using my fitbit again. I also wouldn't expect a fitbit that expensive to break when it's less than a year old. 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there @LJH88, welcome to the Community Forums. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services. Thanks for trying to troubleshoot your Versa 2 before reaching out. 

I've seen you have replied to your support case two days ago without first waiting for a response to our Customer Support, what's happened is that every time you reply you're sending your case back to the queue so our team doesn't have the chance to see it. I'd suggest to wait until they reach out to you, due to recent events affecting our operations, support options are limited and wait times are longer than usual. I cannot create a new case for you as it will take longer, so I'd appreciate if you wait the next few days to receive a response from our team. Keep in mind they will contact you. 

In the meantime, I'd suggest trying the following steps:

• 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?

If the above steps don't work, I'd suggest performing a restart by following the steps below (please remove your Versa 2 from your phone's Bluetooth before performing this step): 

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 and your applications, alarms, etc.