Versa 4 it's stuck on only green versa symbol

[horanfamily405]

3 months after getting & using her versa 4 it's stuck on only green versa symbol.She did soft reset nothing changed.Ive seen ppl write in about same problem but it tells them to push 3 or even 2 buttons on their versa but doesn't state if it's a versa 2,3 or 4. I'm lost I only see one button on left of versa 4.I feel bad because she VT & doesn't have her versa 4 that I purchased to keep an eye on her heart rate.She knows when her heart rate is off but having he watch to show her Dr is very important.please help me to get her versa 4 off the versa symbol & working again ? 

Moderator edit: clarified subject.

[ManuFitbit]

Welcome to the community forums @horanfamily405.

Thank you for providing the information about this difficulty with the Versa 4 and for trying to fix it by yourself.

Please, try to following the steps listed here: 

• Unpair your Versa 4 from your phone's Bluetooth and also make sure it's no longer connect to your Fitbit app. 
• 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.
• Set up your Versa 4 again.
• If there is no connection, restart your Versa 4.

If you can't get started with your Versa 4, 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?