Versa 2 won't turn on or sync

[Jgomez24]

This is the second time we have purchased this watch and again we've had issues with it. The first one turns on but won't connect to the app or phone and just sits on the connection screen. Now the second one we just bought we won't turn on after you left on the charger all day. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Jgomez24, welcome to the Community Forums. Thanks for the details provided in your post about the behavior of your two Versa 2 watches.

In regards to the Versa 2 which does not connect to your phone, I wondered if the mobile device you're syncing with is included in our list of supported devices? You can see the list at: Which phones and tablets can I use with my Fitbit watch or tracker?

Fitbit products are compatible with most devices that have the following operating systems: Apple iOS 12.2 and higher, Android OS 7.0 and higher.

Please keep in mind that when a device is not supported and does not meet the require OS we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. You can try the troubleshooting steps provided here: Why can't I set up my Fitbit device? or Why won't my Fitbit device sync?

About the Versa 2 which isn't turning on, as per the description of your post it seems that the battery on your watch may not be charging properly and therefore does not turn on. I recommend that you follow these steps (or please confirm that you've followed them as described 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?

[Jgomez24]

The Fitbit was already connected to the phone but then for some reason disconnected after about a month or so and then wouldn't reconnect

[MarreFitbit · Accepted solution]

Hi there @Jgomez24, thanks for the details added. This behavior usually happens when you tried performing a Factory Reset without unpairing/removing your watch from your Fitbit account and phone's Bluetooth and then perform the factory reset. To solve this issue, try these steps in the following order:

• Remove your Versa 2 from your Fitbit account and unpair it from your phone's Bluetooth.
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Setup your Versa 2 again.
• If there is no connection, restart your Versa 2.

If you can't get started with your Versa, usually a missing requirement is the cause. Carefully review the requirements provided in the help article: Why can't I set up my Fitbit device?