Versa Lite not syncing

[Brwaite]

For about a week now i haven't been able to sync my fitbit. I unpaired it from my phone and tried to reset it but now it won't even pair to my phone. Isn't even a year old yet!! What do I do?

Moderator Edit: Clarified subject

[RicardoFitbit]

Hello @Brwaite, 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. If you haven't already done so, I recommend you to check how the syncing procedure works here and see if there's a missing requirement on your mobile device that's preventing the syncing procedure to be completed.

Then, you can move forward and try the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes. 

Let me know if further assistance is needed and if you have any additional questions.

[Brwaite]

hello @RicardoFitbit 

I have done all the things listed above and it still doesnt work. I did get it to pair and sync twice and both times it told me the battery was dead. i put it on the battery and it worked fine until i took it off the charger. then it stops syncing and the time starts to get behind. I am pretty sure i have a warranty on it. how do i go about using the warranty ?

[RicardoFitbit]

Thanks for your update @Brwaite.

I appreciate your effort and patience troubleshooting your Versa Lite with the steps that were shared on my previous post. Since you're still experiencing difficulties with your Fitbit, please follow the next steps and let me know if the issue persists:

1. Restart your Versa Lite.
2. Please on the phone, go to Settings > Bluetooth, and remove all the connections that exist with the device. (Forget device, ignore or unpair depending on the version of the operating system of the phone)
3. Turn off the Bluetooth and restart the phone. (Switch off and on again).
4. When the mobile device is back on, turn the Bluetooth on again but do not attempt to connect to the Fitbit from here.
5. Go on the app and try setting up the Fitbit as a new device. 

Before we can determine your eligibility for a replacement device, we need to exhaust all the applicable troubleshooting steps to solve this situation. However, you can check our limited purchase warranty details here.

I'll be here if further assistance is needed.

[Brwaite]

Hi @RicardoFitbit ....that got it to sync once and I got it all hooked up and thought it was fixed again and then it stops syncing as soon as I put it on.

[Brwaite]

@RicardoFitbit what is the next step?

[RicardoFitbit]

Hello again @Brwaite, sorry for the delay in responding. It's a pleasure to continue assisting you with your Versa Lite.

I'm sorry to know that you're still experiencing syncing difficulties with your Fitbit, however, thanks for trying the troubleshooting steps that were shared on my previous posts. The good news are that your Versa Lite is now paired but I'd like to further investigate this syncing issue to get you back on track as soon as possible. That said, can you please let me know which phone are you using? Have you tried using another phone or perhaps a computer with Bluetooth? Is your phone's operating system up to date and the same for the Fitbit app? 

I'll be waiting for your reply.  

[Jb2106]

Hi this person is not the only one with these issues mine is the same.  Is there a problem with the versa lite?  I have done all the troubleshooting right down to removing the app and then reinstalling it still didn't fix the issue.  My phone is a Samsung. 

[RicardoFitbit]

Welcome aboard @Jb2106, I'm sorry to know that you're experiencing the same issue.

To better assist you with this situation, can you please specify which Samsung mobile device are you using? When was the first time you experienced this situation? Please confirm if you already tried the troubleshooting steps that were shared on this thread so we can move on. 

I'll be waiting for your reply.

[Jb2106]

Phone is a Samsung a6 and yes I've done all the troubleshooting.  It first started to happen on Friday past and is still happening now. Sent from my Galaxy

[RicardoFitbit]

Your reply is appreciated @Jb2106.

Thanks for the details that were shared in your post. I'd like to let you know that your Samsung Galaxy A6 phone is not listed as a compatible device with our products and services, therefore, you can experience some connection difficulties with it. The Fitbit app is compatible with most popular phones and tablets. To set up and use your Fitbit products and services, you must install the Fitbit app on a compatible device running one of the following operating systems:

• Apple iOS 12.2 or higher
• Android OS 7.0 or higher 
• See additional tips for Android phones and tablets.

See these guidelines for more information about setting up Fitbit products and services. 

I'll be around.

[Jb2106]

Hi the app has been running ok on this phone for the last 2years it has only been playing up from Friday Sent from my Galaxy

[RicardoFitbit]

Thanks for your speedy reply @Jb2106.

I understand that you used your Versa and your Samsung Galaxy A6 in the past with no trouble at all, but because we constantly release updates for our Android app and also, the operating system of your phone receive updates, we always recommend our users to use a compatible device to avoid any connection difficulty in the future. That said, please try with a compatible device instead and let me know if the issue persists because if such is the case, we'll need to move on and I'll investigate further why your Fitbit is not syncing. 

Please keep me posted.

[Jb2106]

Do you mind if I ask you what sort of phone you have? It's just there saying it is my phone and not the Fitbit 

[Brwaite]

I have a Samsung galaxy s10. Still won't sync to fitbit and im getting very frustrated!!  

[Brwaite]

@RicardoFitbit everything is up to date. I hsve Uninstalled and reinstalled everything.  I have a samsung galaxy s10. I have tried hooking it up to a laptop as well.  Again, it did sync the one time. Then as soon as I started wearing it it wouldn't sync again. Slowly the clock starts to fall behind on time and it stops syncing. 

[wmonge1]

iPhone 6... and, I am no longer experiencing any issues!

I rebooted the phone and the watch and have been fine ever since!

Sent from my iPad

[Jb2106]

My phone is a Samsung A6 and they are saying it's my phone that's the problem but it was working fine up till Friday.  Going by the forum there are a lot of people having trouble with their versa.  My son has an iPhone and he was having problems as well. Just wish they would sort it out.  Can't afford to buy a new phone. 

[wmonge1]

Understand... wishing you the best! And, stay safe out there!!!

Sent from my iPad

[Jb2106]

Thank you Sent from my Galaxy