Versa device not updating it's firmware

[VToth]

I had a samsung s7 and just upgraded to s20... my fitbit stopped doing firm updates.. presumably because my phone was old.  Now with a new one it still won't update.  I downloaded the app from Google play so it is current but the device version remains 32.32.12.24.  Ive tried all the online help suggestions and nothing works...Its been a week since I did this.. appreciate any help with this.  Thanks in advance.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @VToth, welcome to our Fitbit Community. I totally understand how you feel about the firmware update issue and I appreciate the time spent trying to get the issue resolved before contacting our forums.

In order to avoid providing the same information, please let me know if you tried the steps listed in this help article. In the meantime, try a factory reset. To do so, follow the steps below:

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. After this, run the firmware update again and see if it gets completed.

Looking forward to your response.

[VToth]

Thanks for the feedback.  Yes I tried those steps and was unsuccessful.  Before I do a factory reset.. I want to check and see if I will lose everything over the past few years?  Factory reset sounds scary lol!!!

[JuanJoFitbit]

Hi @VToth, thank you for getting back and trying the recommended troubleshooting steps. Since the issue persists, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

Regarding your question, the factory reset doesn't erase previous data.

I'll be around if any question arises.