Versa Lite touch screen will not respond

[KimHaein]

My dad's versa lite (approximately 2 months old) has not had a functioning touch screen for about 2 weeks. He has restarted it multiple times, and even let the watch run completely out of battery, and turned it back on, but the screen still does not respond to any scrolling or taps. The watch still keeps track of steps and heart rate, and syncs with his samsung tablet, but will not send him an email regarding the low battery or even a weekly report. When the 'back' button is pressed, the quick start screen appears but still does not respond to touch, so he can't do anything or access any apps. What should he do?

Moderator edit: format

[JuanJoFitbit]

@KimHaein, welcome to our Fitbit Community! I'm happy to assist you with your dad's Fitbit Versa Lite since the touchscreen stopped working. By the way, thank you for troubleshooting this issue before contacting our forums.

I'd like you to try a factory reset. To do so on your dad's device, please follow the steps below:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:
   1. Release the button briefly (for less than 2 seconds). 
   2. Hold the button again until they feel a second, longer vibration, which indicates they initiated the factory reset.

After this, monitor his watch and see if the touchscreen responds properly and receives the low battery notification.

Also, have your dad to check out the spam or trash folders of his email account and see if the low battery notifications are there.

Keep me posted on the outcome! 😀