Versa display not turning on

[Burnside202003]

At first my back button would not work. So following the advice of the customer service I did a factory reset. 3 weeks later its working fine, than the screen is not working, at all. It still buzzes when I get notifications, but will not light up. Even the heartrate light will not turn on. I still see all of my status on the application. But the screen just will not turn on.

What is the warranty? 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Burnside202003, welcome to the Community Forums!

Thanks for your post and for trying some troubleshooting steps before posting over here. Since our restart process didn't fix your issue, please try the following steps to perform a factory reset on your Versa:

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.

[Burnside202003]

Thank you for the reply and suggestion, after doing this the screen still will not turn on. 

What is the warranty on this device and how do I go about getting a new one or store credit towards a newer one.

[Stacee414]

following

[RicardoFitbit]

Thanks for your reply @Burnside202003. Welcome aboard @Stacee414.

@Burnside202003 I'm sorry to know that you're still experiencing difficulties with the display of your Versa. Because of this, 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. For more information about our warranty policies, you can check them out here.

@Stacee414 Thanks for following this thread. If you're experiencing the same difficulties with your device, please do not hesitate to share with me more details so we can move on.

I'll be around. 

[Burnside202003]

Thank you for your response. I look forward to having this resolved. 

[RicardoFitbit]

You're welcome @Burnside202003, your reply is also appreciated.

Please do not hesitate to contact me back if you require further assistance in the future or if you have any additional questions for me to answer, I'll be here ready to help you out. 

It was a pleasure to assist you.