Versa connection issues with phone

[MrsJackie]

I had to purchase a new Fitbit when my first one stopped working. The app will not allow me to update to the new versa 2.

How can you assist me?

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @MrsJackie, due to the recent events, I apologize for the delayed response. However, let me welcome you to our Fitbit Community.

I'd like to follow and help you with your Versa 2 since it won't connect to your phone's app. Please let me know if you get any error message when trying to connect both devices.

In the meantime, make sure that your that you are following the setup process as described in this help article.

Keep me posted on the outcome.

[MrsJackie]

I purchased a Versa in 12/2018, it stopped working 3/20, only15 months of use.April 2020, I now have Versa 2 and it will not load on my phone.I click; Set up a Device Which Fitbit device are you setting up?I click:Versa 2The screen appears, I click Set Up your Fitbit Versa 2**Update the Fitbit app, I go to the help article and that's where it ends.

[JuanJoFitbit]

Hi @MrsJackie, thank you for getting back and providing more details about the issue. Please try a factory reset. To do so on your device, follow the steps below:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:

• Release the button briefly (for less than 2 seconds). 
• Hold the button again until they feel a second, longer vibration, which indicates they initiated the factory reset.

After this, try the setup process as instructed in my previous post again and see if the issue gets fixed.

Let me know how it goes.