Versa left button stopped working

[KimT82]

Hi Fitbit,

One month after my warranty my button stopped working. It is currently on somekind of people screen asking me to add devices. Is there anything you can do or is this the end and do I have to buy a complete new one?

Kind regards,

Kim

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @KimT82, welcome to the Community Forums!

Thanks for bringing this to our attention, I understand how frustrating this matter can be for you. If you haven't already done so, I recommend you to try the following steps to restart your Versa:

1. For Fitbit Versa, press and hold the back and bottom buttons until you see the Fitbit logo on the screen. 
2. Let go of the buttons.

If the left button doesn't work at all, meaning that you're unable to restart the device with the above steps, please check: How do I turn off my Fitbit device? and let me know if the issue persists.

Keep me posted.

[KimT82]

Dear Ricardo,

Restarting did help and my watch worked for a full battery run. Except for the left button, that one is still non functional, but I had at least my normal screen again. However, unfortunately, it now stopped working all together. It either does not want to charge or it would not start up again. The battery ran out and I left it for hours on there charger but the screen remains black and the lights at the back are not turning on. 

Is this related to the left button not working?

Kind regards,

Kim

[RicardoFitbit]

Thanks for your reply @KimT82.

I appreciate the details that were shared with me and for trying the troubleshooting steps from my previous post, I'm sorry to know that you're still experiencing difficulties with your Versa. The issue you're experiencing is more related with the battery than with the button of your device, therefore, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? to fix this and let me know how it goes. 

I'll be here if further assistance is needed. Don't hesitate to ask me any additional questions you may have.

[KimT82]

Cleaning the back of the watch with alcohol was the trick, so it is up and running again. Except for the button, it is still unresponsive. Is this something which can be fixed? 

Kind regards,

Kim

[RicardoFitbit]

Thanks for your update @KimT82.

I'm happy to know that your Versa turned on. Because cleaning the device did the trick with the charging issue, there's a possibility that there's some debris in the button of your Fitbit that could affect its functionality. That being said, please restart again your device following the steps from our help article: How do I turn off my Fitbit device? and then try to clear debris using canned air. Just hold the device at arm's length and spray once to loosen any dirt or dust that may have accumulated around the button.

Looking forward to your reply if further assistance is needed.