Versa Lite won’t connect with my phone

[RachaelMH]

At some point today my Versa Lite seems to have reset itself. It’s gone back to the screen you get when it comes out the box and is displaying the message “To get started download the Fitbit app.” It wouldn’t sync to my app at all, so I removed the device and tried to add it again. The app says that it’s found the device but gets stuck trying to connect to it. 

I tried pressing the button several times in a row to see if that would reset it and now it’s displaying the message “Data not cleared. Sync and try again” but the app still won’t connect to it. My phone definitely sees it so I’m not sure what’s happening. 

I’ve only had it 6 months so I’m a bit disappointed. Up until now it’s pretty much been working fine. It last synced to my phone at 06:58 this morning. Can anyone advise please?

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @RachaelMH, welcome to our Fitbit Community. I'm sorry to hear that your Versa Lite restarted by itself and it won't connect with your phone since it shows a "Data not cleared" message. I totally understand how you feel about this and I appreciate the time spent trying to get this issue resolved before contacting our forums.

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

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:

• Release the button briefly (for less than 2 seconds). 
• Hold the button again until they feel a second, longer vibration, which indicates they initiated the factory reset.

After this, try setting up your watch from scratch and see if it connect with your phone properly.

Keep me posted on the outcome.

[RachaelMH]

I’ve tried this multiple times. I get a red cross with the message “Data not cleared. Sync and try again.” When I remove from my phone (forget the device and deleting in my Bluetooth connections) it allows me to get so far through the set up process, spending several hours updating, before the update fails and it goes back to the start. Sometimes the red cross changes into a big green tick, sometimes the Fitbit logo in turquoise, sometimes in white, and sometimes it’s the messaging that you get when you take it out of the box. 

Any advice? Thanks. 

[RachaelMH]

Please help! Thanks.