Versa Lite not getting text notifications.

[tinker217d]

Hi, I have a Versa Lite and it's not getting text. It alerts me to phone calls and everything else works fine. I've tried updating software for the Versa and Fitbit app as well as my phone,  uninstalled and reinstalled the Fitbit app, and Versa in the app. How do I get in touch with Fitbit to get a replacement?

Thanks

[Guy_]

Hi,

Firstly check that the watch is syncing properly

In the phone Fitbit App

Click on profile photo [top left]

Device photo [middle left]

Sync -

See when last synced

Try refresh by touching circle

it should say "a moment ago"

Secondly, If thats fine, check that the setup is correct

In the phone Fitbit App

Click on profile photo [top left]

Device photo [middle left]

Notifications

And verify the top 4 items are correctly defined.

Also

App notifications

and select any apps you want to hear from.

[tinker217d]

Thank you for your reply Guy. I have done all of those things many times. Unfortunately it doesn’t work. 

[Guy_]

Please check your phone is on the compatible phone list

And to be sure when you get a text on your phone with the Fitbit app open and the watch connected, does it display an icon in the status bar of your phone?

And is the app selected on the phone to display the text in the status bar the same one you selected in the setup of notification for messages?

[tinker217d]

My phone and OS are on the compatible list. I'm not sure I fully understand what you mean by the next two things to check. Would you be willing to include a screenshot so I can be sure to check those things correctly? Or step by step s I know where to look to check those things? Thank you for the time you are taking to help with this. 

[Guy_]

First step

When a text arrives on your phone, do you get some kind of notification?

Which app gives that notification?

Presumably if you click on the notification on your phone that app opens?

[tinker217d]

I get a text notification on my phone and tapping the notification opens the text. I have an iPhone 8 and the standard apple systems

[Guy_]

Ok, good.

On the iPhone do you have Apple iOS 12.2 or higher?

When you setup notifications in the Fitbit app, did you choose the standard apple text app for messages?

[tinker217d]

My iOS is fully updated. 
Now though when I choose App Notifications in the Fitbit app, there’s nothing there. 

[Guy_]

The top entry in Notifications is Calls

The second one is

Click on Text Messages and tell me what it says when it expands and that its on

[tinker217d]

I was just watching a YouTube video to see if I could find more tips to fix this. When I try to tap Text messages, it does not expand and give me any options. It’s the same with calls and calendar events. I can only turn them on or off. 

[Guy_]

Thanks for all the trouble shooting - it looks correct - a complete mystery.

Next test

With the Fitbit app still running on the main today tab, and the watch still connected, does receiving a text with alert on the phone not show anything up on the watch?

You will need to pull down from the top of the watch to check if there are any messages there. The moment you process them on the phone they go off the watch. If there are none it will say you are all caught up.

[tinker217d]

Nope, it shows nothing. It always says Nothing new here. You're all caught up. 

Thanks again for taking the time and running through these troubleshooting ideas with me. I've done them about half a hundred times myself, but it's nice to have a fresh look at it to know I really didn't miss anything obvious. I guess the next question is how do I get a replacement while I'm still in the warranty window, which expires in one month. 

[Guy_]

Thanks for the good feedback too, shame we weren't able to solve it.

Though did this issue always exist or did it start happening in December?

If the latter it is a bug in the Fitbit app presumably, not with the watch.

Probably best to contact Fitbit Support directly. They may be able to help you further and at least your claim will be registered under warranty.

[tinker217d]

It was like this when I got it, Since the tracker worked well otherwise, I waited to see if there would be a patch in a firmware update or a new fix someone might find on here. But now I'm closing in n the end of the warranty and still haven't found a fix.

[Guy_]

What a shame, they can work very well.

I hope you get a replacement soon.

Thanks for your participation and good troubleshooting  on here.

[tinker217d]

Fitbit says they are aware of the issue, others have the same problem, and they are working on a fix, but they have no timeline for when there will be a fix. They also will not offer warranty replacement. They say the problem is related to the bond between my phone and the Fitbit. So that's that.

[tinker217d · Accepted solution]

And just when I gave up completely, eureka problem solved! The one setting that was messing it up? Settings>Notifications>Show Previews> Always On. :facepalm: Idk why that has anything to do with it, but there it is. 

[Guy_]

Brilliant! Again thanks for your assistance in troubleshooting.

Don't forget to mark your post as best answer, I voted for it.