Versa Lite not working after changing phones

[KaitieA]

I have recently changed phones from an Iphone to an Android and have tried to transfer my Versa Lite over as well. It says it has synced to the phone on the app, but the screen on the Versa Lite is constantly on 'To start, download the Fitbit app' and changing through the different languages. I tried to update the watch through the app but it won't get past stage 2. I have tried everything to fix it - restarting, unsyncing and re syncing, turn the phones on and off, deleted the app and re downloaded. 
If someone can please help, it would be greatly appreciated. It's hardly been used so it's getting very frustrating.

Thanks!

[NellyG]

Hi @KaitieA  That does sound frustrating. What make and model is your Android phone? When you swapped to your new phone, did you try to set the Versa up again - it sounds a bit as if this may be the problem. When you get a new phone all you need to do is to download the fitbit app and then log in to your account and your tracker and stats should be there. Is that what you did?

[KaitieA]

Thanks for your reply Nelly! Samsung is a 9Plus. I have actually given it to mum which is why its on a new phone, so its on a new account. It says that its on her dashboard, its just the watch itself thats not working and constantly showing that download the app screen. Does that make sense? Sorry I should've stated it was a different account in the previous message. 

[NellyG]

Ok, thanks, thats a bit clearer! Do a factory Reset on the Versa Lite (button method) and delete the App from your mums phone, and then try downloading the app, logging in to your mums account and setting up again. If that still doesnt get her going, then contact Customer Support and see if they can help. The 9 plus is not listed on the Supported Devices List  but it has the correct operating system etc to work. It may be the problem, or part of it, but Support should be able to tell you.

BUTTON FACTORY RESET FOR VERSA 2 AND VERSA LITE
Hold the back button for about 8 seconds. 
When the Fitbit logo disappears: Release the button briefly (for less than 2 seconds). 
Hold the button again until you feel a second, longer vibration, which indicates the factory reset.

[KaitieA]

Thanks for your help Nelly! I couldn't get it to work and i've contacted the customer support, fingers crossed!! 

[NellyG]

I hope they can help you. Good luck!