Versa Lite won’t connect

[Tjsandall]

My fitbit versa lite won’t connect to IPhone XS Max and it wasn't synching... I did a factory reset on the Vera 2 and then tried to reconnect it to the phone. The phone finds the watch, but then says connecting and the wheel keeps turning, but it doesn't ever go any further. I have reset the versa and turned phone off and on and the Bluetooth but nothing is working 

Moderator Edit: Clarified subject

[KirstyNZ]

I am having the same issue. My first issue was the heart rate monitor stopped working yesterday and I've been constantly restarting the versa until now when I decided to do a factory reset to try to fix it. Now I can't even set it up. It's stuck on trying to connect to my phone which I haven't had an issue with before. 

[Tjsandall]

I have never had an issue before and now it is doing it rather annoying it has all of a sudden started

Sent from my iPhone

[KirstyNZ]

Managed to get the Versa set up (turned off my Bluetooth on my phone for a few minutes), however, it didn't fix my issue with no heart rate monitor - the green light doesn't even flash anymore

[MarreFitbit]

Hi there @Tjsandall, welcome to the Community Forums. Thanks for the details provided about the connectivity between your Versa Lite and your iPhone. I appreciate all the steps you've done so far to solve the issue.

I've seen that you contacted our Support Team with regards to this. So, my best recommendation would be to keep the conversation with them as they'll take a closer look at what could be happening. 

Though, I'd like to share with you that what you're experiencing usually happens when you performed a factory reset without before unpairing the device. Is recommended that should unpair your smartwatch from the Fitbit account and phone's Bluetooth settings and perform the factory reset.

To solve this issue follow these steps (some of them you already tried, but let's cover everything):

1. Unpair your smartwatch from the Fitbit account
2. Unpair your smartwatch from the phone's Bluetooth settings
3. Force quit the Fitbit app.
4. Turn off the Bluetooth.
5. Shut off your phone and turn it on after 1-2 minutes.
6. Turn on the Bluetooth.
7. Setup your device again.
8. If there is no connection, restart your smartwatch once again. 

Hello @KirstyNZ, thanks for stopping by and for the details provided about your Versa 2's behavior. I'm glad to hear that you managed to connect your watch again.

If you're still not getting your heart rate, I'd recommend trying the following:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your watch, from the main screen of your watch, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Versa 2. To do so, open the Fitbit app, tap on the Account icon, tap on your Versa 2's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your watch once again. 
• Once it's done, restart your watch once again. 
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

Also, for more detailed information, see: What factors can affect my heart-rate reading on my Fitbit device?

Give this a go and let me know how it goes.

[cazz01]

I’ve got the same exact problem! I’ve unpaired from iPhone max, I don’t know how to reset the Fitbit?? My phone is still bringing up recent deleted account??

I’m stuck!! Anyone know how to help me reset Fitbit ect please?? Thanku xxxx

Moderator Edit: Formatting

[MarreFitbit]

Hi there @cazz01, welcome to the Community Forums. I'll be glad to help you to get back on track. 

I'm not quite sure about your issue as your post was a bit confusing to me. Why did you unpair your watch from your iPhone Max? What do you mean by "my phone is still bringing up recent deleted account"? I'd appreciate if you could give me more details of the issues you're experiencing so we can address them accordingly. 

However, to restart your watch, see: How do I restart my Fitbit device?. Also, if you want to start from scratch with your Fitbit account, check: How do I delete my Fitbit account?

I look forward to hearing from you, keep me in the loop.

[KirstyNZ]

Hi @MarreFitbit I have tried this and it hasn't worked. I tried the factory reset last night as a last option to try to get it working again. I'm out of options and the heart rate monitor and green light no longer works. Please let me know what I can do now. I have had this watch for less than a year and have really loved it. 

[Tjsandall]

I have unpaired watch and reset it and still can’t connect it to phone again phone finds it out the code in and then won’t go any further

Sent from my iPhone

[MarreFitbit]

Hi there @KirstyNZ, thanks for getting back and for the update. Since this sounds a bit more serious, I've created a support case on your behalf - you should receive an email from Customer Support at the email you used to register with the Community forums. Keep in mind that due to recent events affecting our operations, support options are limited and wait times are longer than usual. If you have any questions, don't hesitate to let me know.

Hello @Tjsandall, thanks for the update. As I've mentioned above, I've seen that you contacted our Support Team with regards to this. My best recommendation will be to keep the conversation with them as they'll know what the next step to try based on your warranty status and your specific issue. Discounts and replacements depend on tracker model and other factors.

Let me know if there's any questions present.

[Tjsandall]

I have tried all that and it still won’t connect to my phone at all I don’t know what else to try 

[MarreFitbit]

Hi there @Tjsandall. I've seen that our Support Team is still trying to help you, but they haven't heard back from you since June 16th. Would you mind checking your inbox and let them know if the steps recommended worked for you? They will more than glad to continue assisting you. 

We hope you get back on track soon.