Versa 2 won't turn on or charge

[Karliefr]

This week the touch screen of my watch sporadically wouldn't respond... I was using my timer then I couldn't switch it off. Eventually it started responding again, but then later that evening it just went blank and switched off - no low battery warnings as normal. Now it won't charge at all. I've cleaned the charging pins with a toothbrush and alcohol but it's made no difference. This is the 3rd Fitbit in our family with the same problem. Do Fitbit have a fix for this that doesn't involve offering a credit for a new watch? 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Karliefr. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa 2 before reaching out. I understand where your concern is coming from. 

As a first approach, I'd recommend restarting your Versa 2. For instructions, see How do I restart my Fitbit device?

If the restart doesn't work and your Versa 2 does not vibrate while trying to perform the restart, please make sure you've followed all the steps provided below:

• 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.