Versa keeps showing the message ‘unlock with your phone’

[SalRam]

Versa: Lock Screen keeps looking like something else Is controlling it. App tells me to reset code. I do. Then tells me it’s blocked. The touchscreen doesn’t respond to touch.. time and data still being recorded/synced according to the app? Very frustrating. Also.. message in red ‘unlock with your phone’ keeps appearing.. please advise . Many thanks 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @SalRam, welcome to the Community Forums. I'm sorry to hear that your Versa's screen is stuck on message "unlock with your phone", I understand why you're feeling frustrated. Thanks for the details provided in your post, I'll be glad to help you.

If you enter an incorrect PIN code 10 times, you're prompted to unlock your Fitbit device with your paired phone. To unlock your device with your phone:

1. In the Fitbit app, tap the Today tab > your profile picture > your device image.
2. Tap Device Lock.
3. Find the option to reset your PIN code.

Note that after you reset your PIN code, you must add your cards to Fitbit Pay as if you were setting it up for the first time.

Let me know how it goes. 

[SalRam]

Thank you for your response. Unfortunately my watch is now completely dead and although charged overnight, it will now nit e do anything. No matter what combination of single, double or triple buttons I press/hold.
I have had it for almost two years. It was a gift to me.
Still hoping something can still be done to rescue or repair it.

Many thanks
Sally Ramsay

Sent from my iPhone

[MarreFitbit]

Hi there @SalRam, thanks for getting back and for the update. 

When you performed the restart on your watch, did you feel a vibration? If you didn't, please try the steps below:

• Clean the charging contacts on the back of your device and the pins on your charging cable using the instructions in How do I clean my Fitbit device?
• If the error "insufficient power source" appears on your device's screen, remove other devices plugged in to your power source, or plug your device in to another source.
• Try a different USB port or a UL-certified wall charger.
• Check the alignment and try reconnecting your device to the charging cable. For more information, see How do I charge my Fitbit device?
• Restart your Fitbit once again. For more information, see How do I restart my Fitbit device?

If the above steps don't work, at this point I recommend doing a factory reset (before doing so, make sure to remove your watch from your Fitbit account): 

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

I'm looking forward to your response.

[SalRam]

Unfortunately, still, nothing at all is happening or appearing to make a difference. There is not even a glimmer of a back light. The screen is remaining black and seemingly dead.
I did feel the long vibration when I did the three button operation yesterday. I have cleaned the watch and the charger dock. I’ve changed USB plug too.

What can you advise now?
Many thanks
Sally Ramsay

Sent from my iPhone