Versa Lite stopped working correctly

[Sarahr1282]

Starting several days ago my Fitbit was tracking very high heart rates and giving me many active minutes even when I was sleeping. At some points it had my heart rate at over 200...I felt fine. I tried several troubleshooting ideas from here but none worked.  Then some of the other functions started to not work-couldn’t swipe to get to anything, a line down the center of the screen, and eventually the screen went blank. If I wear it, it still tracks my steps bc I can see it on my app.I’ve only had it since Christmas. Any ideas?? I think it needs replaced but not sure how to go about it, as it was given as a gift. I know it was purchased through QVC. Any help would be appreciated!

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Sarahr1282, welcome to the Community Forums. Thanks for the details provided in your post about your Versa Lite's recent behavior. I appreciate you took the time to troubleshoot your watch prior to contacting us, I'll be glad to help you.

In order for me to better assist you with this, please confirm that you've followed the steps below:

1. Since your Fitbit app still shows that your Versa Lite is syncing, try changing the clock face to a different one by following these steps : How do I change the clock face on my Fitbit device?. The steps are done through the Fitbit app, do not worry if you cannot see anything on the screen for this process. 
2. Please confirm if you've restarted your device by following the steps from this help article: How do I restart my Fitbit device?

If you have  exhausted all possible troubleshooting steps, you can try performing a factory reset on your watch. Note that when doing a factory reset you'll need to reinstall any apps on your device after, and if you couldn’t sync your device, then any data on the Fitbit device will be lost from the last time sync until now. Before doing so, I recommend syncing your Versa Lite, remove it from your Fitbit account and unpair it from your phone's Bluetooth settings, then perform the factory reset. For instructions, see How do I erase my Fitbit device?

[Sarahr1282]

I tried changing the clock face and no luck.

i tried to restart it several times prior to the screen going blank which didn’t work either. Tried again no luck. 
I just disconnected from my Bluetooth and removed it as device. However I’m not sure how to do the factory reset as I can’t get to anything from the watch. Is there a way to go this from the app?

[MarreFitbit]

Hey @Sarahr1282, thanks for getting back and for the update. I appreciate you've taken the time to follow the tips and recommendations I provided. Since none of the steps you tried have worked, I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you as soon as possible since our support options are limited and wait times are longer than usual.