Versa Lite won't connect

[Hollie-Marie]

Hi  I had a charge 4 for afew yrs & then got a versa lite may of last year. It work fine for 5 months, October. It then wouldn't stop vibrating for a minute or 2. It then didn't update the app. My husband died in August that's why I've left this so long. I been through all the steps over & over again. I then factory reset it as that was the only thing I hadn't tried. It now is stuck on the download app screen but won't connect to it. I've cleared the cache on my phone. I just can't get it to connect. I've turned Bluetooth on & off my phone, I've deleted the app, reinstalled ect ect. I've not had it a year yet so should I send it back? And how do I do that? Thanx Hollie

Moderator Edit: Clarified subject

[DavidFitbit]

Hi @Hollie-Marie, welcome to the Fitbit Community! It's great to have you here!

Let me help you with the set up of your Versa Lite. Thank you for the troubleshooting you have already tried. Also, I'm sorry to hear about your husband.

If your device is stuck in the "download the app" screen, and don't arrive to set it up to your account, see if you are meeting the requirements and complete the troubleshooting steps you haven't done. I appreciate your time in this process.

[Hollie-Marie]

Hi

So i meet all the requirements and have done all the trouble shooting steps. My whole family are Fitbit users & they have all tried to help with this too. I just can't get anywhere with it. 

[Guy_]

Hi @Hollie-Marie - it could well be a faulty watch given the symptoms and if you removed it's Bluetooth entries from the phone and the watch from your account and rebooted both watch and phone and tried a setup from scratch and it doesn't work, here are some things to try.

Make sure the watch is well charged or on charge even after a reboot.

Make sure there are no other phone/tablet devices with Bluetooth turned on in the house when you perform the setup before you reboot the watch. This is important.

Try this this Google help  "What should I do if I lose my Fitbit device?"

For this you need to make sure there are no other Fitbit devices turned on so you can check the watch you may find is yours. 

This checks the Bluetooth on your watch is still working, and if not that explains the fault with the setup and connection.

That will tell you if the watch is working and can be installed. The setup process connects the watch to Bluetooth, it cannot be done in Bluetooth manually.

[Hollie-Marie]

Thanx for getting back to me. I live alone now but my daughter has come over & tried to find it on her phone. She was a charge 4 user but doesn't use it anymore & it's disconnected from her app. We still couldn't connect to it.

I truly believe there is a vault.