Versa blocked

[KylieMC]

My versa was blocked this morning after my child tried to enter the pin too many times  I tried to unblock it via my app and it kept coming up with an error, so I reset my versa, still didn't work. I uninstalled and then reinstalled the app and it still wasn't working so I took the device off my app.  

Now I can't add a device again as it asks for a code and when I look at my versa it says unlock with your phone Arghhh help!!!!

[JohnnyRow]

Try removing the credit card via the phone app.

[Sophie1995]

Mine is doing the exact same thing I have no idea what’s wrong with it and silly me also unhooked it from my phone and now can’t get it back on 

[KylieMC]

It don't even see a credit card linked on the app, maybe because I removed the device from my app it automatically removed that?

[MichellevV]

I would like any suggestions, as I have done exactly the same thing.

[KylieMC]

I called the Helpdesk, the lady asked me to do the factory reset on the Fitbit, this also didn't work (my Fitbit wouldn't reset after trying about 10 times!) so she was stumped and had to pass it onto a tech I think, she said they will look into it and get back to me.......

[MichellevV]

Thank you Kylie
The same thing has happened to me.
I am waiting for a reply.

Sent from my iPhone

[MichellevV]

Hi Kyle

Have you had any success with unlocking your Versa.  I went back to the Ftibit Support Chat.  They have given me instructions to reset but they have not worked.  They said they are working on a fix and to keep an eye out for app updates.  They also suggested returning the Versa to the place of purchase for a refund.

[KylieMC]

Hi Michelle, no success here yet! Getting a bit frustrating now, the Fitbit is not even a month old  I have messaged Fitbit support again to see if there are any updates but sounds as though they don't actually know how to fix it?!

I wonder if an app update would help at all considering the problem for me now is that I can't connect the versa to the app as the code to connect won't show up on the Fitbit! I guess if I could actually add the Fitbit back on then an update might be helpful in unblocking it.....gah...

[MichellevV]

I am going to return mine to Harvey Norman and ask for a replacement. I will let you know how I go.
The next step will be to send it back to Fitbit.

Sent from my iPhone

[KylieMC]

I got mine from there too, so yeah definitely let me know how you get on!

[KylieMC]

Have you managed to return it to Harvey Norman yet Michelle? I am going to try and take it back tomorrow, I spoke to support again and they have no idea how to fix it at this stage and said they can't give me any timeframe so it could be ages! So i'm going to try my luck and take it back....

[MichellevV]

Hi Kylie
The purchase of mine was not straight from Harvey Norman but it came from them through a promotion. They won’t replace it for that reason so I have to go through the company who offered the promotion.
I tried letting the battery decharge in the hope that this might help reset it, but it didn’t work.

Sent from my iPhone

[Marrrmaduke · Accepted solution]

@KylieMC your Versa is locked because wrong code was typed 10 times. When this happens one needs to unlock Versa using the phone. You mentioned you had deleted Versa from Fitbit mobile app which means you unlinked it from you Fitbit account. You will not be able to pair it again as you will not be able to see pairing code. The only way out (beside contacting Customer Support) is performing a 3-button factory reset:

1. Press and hold all 3 buttons until Fitbit logo flashes (this usually takes 15 seconds but may take up to 3 minutes)
2. After Fitbit logo disappears, release the bottom right button
3. Wait until you feel strong vibration and release the other buttons.

You may need to attempt the reset a few times to find the optimal times. Trying holding the buttons longer, as long as it's needed for the vibration to appear.

@MichellevV Is your Versa still linked with your Fitbit account? If yes, do not remove it.

[MichellevV]

Thanks Marmaduke
I have tried this numerous times, but it does not reset the Versa. The person at Harvey Norman also tried this with no success.
I have been in contact with customer support and they do not have any other suggestions.

Sent from my iPhone

[Marrrmaduke]

@MichellevV is your Versa still linked with your Fitbit account or did you delete it from Fitbit mobile app?

[MichellevV]

I deleted it from the Versa from my Fitbit App. This was obviously a silly mistake.

Sent from my iPhone

[KylieMC]

Thanks for the message @Marrrmaduke, my versa would not complete a factory reset after trying many many times. I spoke to customer support a couple of times and they didn’t have a solution and couldn’t give me a timeframe for when they would have one, just said the techs were still gathering information about the issue and she didn’t know where they were at with regards to finding a solution. She said I could try and take it back to the store my husband bought it from if I wanted to.

@MichellevV oh no! I hope you can get it replaced through the company you bought it from. I also tried to drain the battery a few times and nothing working 😞 I took mine back yesterday and they replaced it straight away 

[HeydyF]

Hey guys, I hope you are doin' great! 

@KylieMC, I appreciate you have taken the time to try to resolve this issue with your Versa, since it's blocked, and also for taking the time to contact our Support team. Let me ask you this, have you already returned it to the original retailer where you purchased it? Or did you contact our Support team for further help? 

@MichellevV, among the things you have done, have you tried to set up your Versa as a new device? If you haven't, please follow the instructions in this help article: How do I set up my Fitbit device?  And let me know ho wit goes.

@Sophie1995, were you able to unlock your Versa? Have you tried the instructions in the help article: How do I use the device lock on my Fitbit device? 

Thanks for your help guys, @Marrrmaduke and @JohnnyRow

Keep me posted! 

[Marrrmaduke]

@MichellevV I see. At this point it's either factory reset or replacement device, I'm afraid. 😞