Versa Lite won't sync or pair to my phone after a factory reset

[CatAnnW]

Upon review of all the issues I have attempted restarts to my phone, Fitbit, Bluetooth multiple times with no result. I did a factory reset and now my android phone (also tried my iPad Air) cannot find the watch. I am extremely frustrated!  I’ve wasted hours trying to resolve this with no luck. And of course my warranty expired on August 1.  If this cannot be resolved it’ll be the last Fitbit I own. This all seemed to start with the latest update.  

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @CatAnnW, welcome to the Community Forums. I'm sorry to hear that you're feeling frustrated due to the recent issues you've been having with your Versa Lite. Thanks for the details provided in your post and for your efforts in trying to fix the issues prior to posting here. 

Please note that this kind of trouble usually happens when you performed a factory reset without unpairing the device. Usually you should unpair your smartwatch from the Fitbit account and phone's Bluetooth settings and perform the factory reset. In order for me to better assist you with this, please confirm that you've followed the steps below:

• Remove your Versa Lite from your Fitbit account and unpair it from your phone's Bluetooth.
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Setup your Versa Lite again.
• If there is no connection, restart your Versa Lite.

If you can't get started with your Versa, usually a missing requirement is the cause. Carefully review the requirements provided in the help article: Why can't I set up my Fitbit device? 

Make sure to check them out and let me know if the issue persists. If such is the case, my best recommendation will be to get in touch directly with our Technical Customer Support department here. I would also contact them on your behalf if necessary, just let me know how the steps go.

I'm looking forward to your response, keep me posted. 

[SunsetRunner]

Hi I’ve done all of these things I have extended warranty so Im getting a
new Fitbit but thanks for the reply.

[MarreFitbit]

Hi there @SunsetRunner, welcome on board. Thanks for your time and efforts in troubleshooting your Versa Lite as suggested above. I'm glad to hear that you have an extended warranty and are now getting a new Versa Lite.

Please let me know if there's anything else I may do for you in the meantime. 

[CatAnnW]

Earlier today I was able to get as far as to sync my phone but since then it has only taken me to the screen to 'update the tracker ' which when I try to do this stalls out as cannot locate teacher again.  Again HOURS wasted. I guess my next step will be to contact text support when I have more time to spend dealing with this.  I did find my receipt and my tracker is actually less than  year old and hoping warranty can replace as this is a waste of time. 

[MarreFitbit]

Hi there @CatAnnW, thanks for getting back and for the update. I totally understand where your concern is coming from. I appreciate you had followed the tips and recommendations provided above. Since this sounds a bit more serious, I've created a support case on your behalf - you should soon receive an email from Customer Support at the email you used to register with the Community forums. Note that we may take a bit long to get back to you since 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.

[pswals]

Having same issues. Has been working well until today at noon when it stopped syncing and began loosing time. Have done all of the steps rec.! Multiple times!!! Over 3 hours researching and trying to fix. Very frustrated. Received as a Christmas present from my children. One would at least expect a year out of it! I noticed lots of issues similar to mine! Please HELP!

[pswals]

Tried chat support and it was NOT helpful! 

[MarreFitbit]

Hi there @pswals, thanks for stopping by. I understand why you would feel frustrated about this situation with your Versa Lite. I appreciate your time and efforts in troubleshooting the syncing issue. 

I've seen that you contacted our Support Team twice today and they are sending you a replacement after exhausted all troubleshooting steps and review your warranty options. If this outcome with our team doesn't fulfill your expectations, please get in touch with our them again for a better understanding of the information that they provided to you.

I'll be around if there's anything else I may do for you in the meantime. 

[SunsetRunner]

Hi yeah really annoying isn’t it luckily I’ve got extended warranty as I’ve
had mine just over a year. Good luck getting it sorted x

[EleanorM]

I’ve got the same fault 14 months after you’ve registered yours.  Any idea what I should do?  I’ve reloaded the Fitbit Versa lite app onto my phone and ipad until I’m blue in the face - spent hours on this.  Have tried switching both ipad and phone off and on again and loading and discarding the app more times than I can care to think about.  Neither my phone nor ipad can pick it up HELP.

[CatAnnW]

Mine ended up being replaced as luckily still under warranty.  

[pswals]

I just had it happen again to the replacement one they sent me. Nothing is working again.  I also reloaded everything and reloaded app on phone.  Same exact issue.  I finally got it to take the last upgrade but it still will not pair with phone.  Extremely frustrating - tracker works - just will not pair for accurate time or to send stats back and forth.  SORRY wish I could help but I am in the same boat -- hating fitbit right now.

[EleanorM]

Sent from my iPad