Versa isn't charging or resetting

[lil_leah220]

My versa won't charge or reset. I have left the device on charge overnight and tried all of the suggested steps to reset but nothing happens. Strangely I had it working yesterday after months of trying to get it working but it seems to have crashed again!

I am on a Samsung mobile device.

Can anyone help? 

[MarciM]

Hi @lil_leah220  

I'm sorry to hear you are having a problem with your Versa. Have you tried doing a factory reset? 

[Lezourez]

I agree with MarciM, a Factory Reset usually fixes around 95% of issues.

If you don't know how to do it just let me know and I'll post a talk through for you.

Hope this helps.

[lil_leah220]

Is that holding the back button and bottom button down? If so, I have tried that. 

[MarciM]

Hi @lil_leah220 

That is a restart. When you have done the restart, does the screen go black and then the Fitbit logo appears? It can take 10+ second for it restart. 

A factory resent is the next step and you do that by:

1. Swipe to the Settings (gear icon) on your Versa
2. Scroll to the bottom and select About
3. Scroll to the bottom and select Factory Reset

I hope that helps!

[lil_leah220]

Hi Marci,

Nothing happens (no fitbit logo etc) when I do the reset. Any ideas? 

[lil_leah220]

Hi Marci,

I'm unsure how to do the factory reset if my fitbit won't turn on. Do you have any suggestions? 

[MarciM]

Hi @lil_leah220 

I don't believe there is anything further we can do on the forum to help you, so your next step is to contact Customer Support.