Versa Lite: Data not cleared sync and try again

[TOOTSBUNNY]

My versa lite stopped syncing around September time and I've tried multiple times to resync this with no success. I've turned it off,  checked for updates, turned the Bluetooth pairing on and off on both the fitbit and my phone. As a last resort my partner suggested restoring the device to factory settings but it is now stuck on a screen  saying 'date not cleared sync and try again. Well I cant sync and my phone won't even find the device now 😫 can someone please help!

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @TOOTSBUNNY, welcome to the Community Forums.

First, I appreciate your effort and patience for troubleshooting this situation before posting over here, I totally understand how frustrating this matter can be for you. Let me share with you that the reason why your Versa Lite is showing such error message is because the firmware update procedure wasn't completed. That said, I recommend you to learn more about how to update the firmware version of your Fitbit device with the information that's specified on this help article. Then, please move forward to the troubleshooting steps that are specified on: Why can't I update my Fitbit device? and let me know how it goes.

Please keep me posted.

[TOOTSBUNNY]

Hi there,thank you for getting back to me. I looked at the articles mentioned before I decided to try the factory reset. However as mentioned in my previous post since trying the factory reset my device is stuck on a screen saying I need to sync to do a factory reset but this isn't possible as my device is stuck on this screen and my phone won't connect to it anymore. 

[RicardoFitbit]

You're welcome @TOOTSBUNNY, it's a pleasure to continue assisting you today.

I appreciate all the details that were shared in your post and for trying the troubleshooting steps from my previous post, certainly, your Fitbit Versa Lite isn't working 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.

[TOOTSBUNNY]

Hi Ricardo, how long does it usually take for the support team to respond? Its been 10 days and I've not.heard anything. Thanks 

[RicardoFitbit]

Your reply is appreciated @TOOTSBUNNY.

I'm sorry to know that our Customer Support team haven't contacted you yet. Due to our high season, it may take 7 - 10 business days for them to get in touch with you. I just reviewed your ticket status and it's still Open, therefore, it will be soon assigned to an advocate to look into it and provide you further assistance. You can also contact our Support team directly via chat here.

I'll be around if you need anything else, your patience is appreciated.