Versa buttons not working

[jo75]

my Versa's buttons on the right stopped working yesterday. I usually have to do a restart to sync to my phone and now I can't sync 

Any ideas?

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @jo75, it's nice to see you again participating here in the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. Since our restart process didn't fix the issue, please try our factory reset procedure following the next steps:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

Let me know if further assistance is needed and if you have any additional questions.

[jo75]

Thanks for the reply - I have tried but as neither of my right buttons are working this didn't work. I have tried cleaning the buttons too but they are still stuck.

Anything else I can try?

[RicardoFitbit]

Your update is appreciated @jo75.

I'm sorry to know that you're still experiencing difficulties with your Fitbit despite trying some troubleshooting steps, certainly, your Versa isn't working the way it was designed. Let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.

[jo75]

After my versa's battery was at 0% I charged it fully then amazingly it synced! The bottom right button is still not working and the top right is now working occasionally!

[RicardoFitbit]

Thanks for your reply and the information that was shared with me @jo75.

Since our Customer Support team was already contacted on your behalf, I've shared with them the information that you just provided. Please periodically check your email inbox because they'll contact you as soon as possible.

I'll be around if you need anything else. 

[jo75]

So both right hand buttons stuck again and it won't sync again....

[RicardoFitbit]

Your continued updates are appreciated @jo75.

Our Customer Support team informed me that today they provided you information related to this issue. Because you're already in communication with them and I can't access to the information that they provide to you, please keep in touch with them to move forward with the issue that you're experiencing with your Versa.

I'll be around here in the Community Forums if you need anything else. It was a pleasure to help you.