Versa 2 won't turn on

[Anna122]

Hello, 

A few hours ago my Versa 2 was working perfectly fine, but then it had randomly started showing the Fitbit logo indicating it was perhaps shutting down or resetting. After the logo had gone away, I inspected my watch to find it unresponsive to anything I do. The green sensor was once there and went away all of the sudden. Then, I went on the app and found that it had synched about 30 minutes ago, and will not synch right now when I try it. This had all happened after it had been exposed to water, which the Versa 2 is resistant too. This watch is not too old, and has never caused any sort of trouble till now. I tried charging it, and resetting by pushing buttons, but nothing seems to work. What should I do now? 

Moderator Edit: Clarified subject 

[RicardoFitbit]

Hi @Anna122, welcome to the Community Forums.

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. To better assist you with this, can you please let me know if the heart rate sensors are flashing or is your device completely unresponsive? If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. Such article includes a restart process which can be really helpful for this situation

Looking forward to your reply.

[Anna122]

Hello Ricardo,

The hear rate sensor flashed once when I started to inspect my watch but has not flashed ever since. As for the article you linked, I had gone through every scenario, but none fit my situation. 

What should I do? 

[RicardoFitbit]

Your update is appreciated @Anna122.

I'm sorry to know that you're still experiencing difficulties with the heart rate sensors of your Versa 2 despite trying several troubleshooting steps, certainly, your Fitbit is not working as the way it was designed. That said, let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.

[Anna122]

I have received the email from the Customer Support Team. However, that email only highlights my heart sensor not working, therefore gives me the option to factory reset and/or set up the device. This creates a problem as my watch does not turn on, meaning these solutions would not work as I am unable to see the screen at all. I believe this is a misunderstanding. 

[RicardoFitbit]

Thanks for your reply @Anna122.

I appreciate the details that were shared with me regarding your case number with our Customer Support team. As it turns out, I don't have access to the information they provided to assist you accordingly, therefore, please reply to the email they sent you with the information that was shared on your previous post to receive further assistance directly with them. 

I'll be here if you need anything else.

[Anna122 · Accepted solution]

Hello Ricardo, 

Thank you for replying. This issue has been resolved when I emailed them back. I appreciate your help greatly!!! 

[RicardoFitbit]

You're welcome @Anna122, I'm happy to know that your issue was solved.

Please do not hesitate to contact me back if you require assistance in the future or if you have any additional questions for me to answer, I'll be here ready to help you out if further assistance is needed. 

Thanks for being part of the Fitbit family, it was a pleasure to assist you.

[SunsetRunner]

Hello Anna122 Im having the same issue, so what happened? How did they troubleshoot your issue & fix it?

[RicardoFitbit]

Welcome aboard @SunsetRunner.

I'm sorry to know that you're experiencing the same issue. For us to move on, can you please let me know if you already tried the troubleshooting steps that were shared on this thread?

I'll be waiting for your reply. 

[SunsetRunner]

Yes, I have tried 2x to jave the tech troubleshoot the issue but
unfortunately nothing has worked.

[Chelsmeister]

hello,

I am having the same issue of the watch showing the fitbit logo, turning off. for a bit it flashed a battery with "!" in the middle. I charged it, and now I can't restart it. Any idea what to do? I wore it in the shower, but the versa 2 states water resistant.

[SunsetRunner]

That is very interesting because my watch does not even get that far to
show me anything on my screen. I am unsure as to what the issue is with
your watch. You may be in better luck than I am, at least something came up
to flash on your screen. Contact the customer service number and have them
to troubleshoot your watch with you.

[SunsetRunner]

Going on 1yr now & still not fixed. Its in the trash, looking for a better quality watch now, maybe I wont have these issues. All Fitbit could offer me was a percentage off the purchase of another Fitbit sounds like a racket to me...

......Leaving the FitBit community....

[DavideFitbit]

Hi, thank you for all the feedback you've provided about the Versa 2 watch, @SunsetRunner. 

It is particularly difficult when the device is no longer covered by the warranty, but even tough Support is eager to help with any problem you may experience with the product, they need to adhere to the official warranty policy, this would start counting from the original date of purchase.

Thank you again for taking the time to share your feedback regarding the quality of the watch; comments from users are always useful to continue to improving the quality of products and services. 

Have a good day.