Versa locked...cannot set up again etc

[Sophiesmommy200]

I was changing my bands today and my Versa locked.  I've tried changing the pin, as suggested in other posts, as it says 'unlock with your phone'.  I logged out on the app ano  logged back in but then my device has disappeared from the app!  I go to set back up again, but I've still got the dreaded 'unlock with your phone' on the screen.  Help!!!!

[SunsetRunner]

Hi, nasty problem. Try the folllowing: from your Fitbit app dashboard, go to the top of the screen and click on your Account icon, Press then on your Versa icon and go to the Device Lock setting. Press that and go to the option either to reset your PIN or choose no locking at all (on top off the screen). Hope this helps. 

[Sophiesmommy200]

Hi.

Thanks for the reply. Thing is is that my device no longer shows on the app! So I can’t get to Device Unlock etc. But thanks for trying!

[SunsetRunner]

Hi, what happens when you wake up your Versa? does it act normally?

[Sophiesmommy200]

When it’s ‘awake’ I tap the screen and it says ‘unlock using your phone’. The device no longer shows on my dashboard on the app and I can’t set it up, because of the darn ‘unlock etc’

I do want to point out that I can see the clock and the photo I uploaded etc, but then get the ‘unlock’ message.

[SunsetRunner]

I'm really afraid that the only solution will be to do a factory reset. This can be done in two ways:

1. If you're able to go to your settings on your Versa, do that and scroll down to Device Info, tap that and scroll down to Factory reset and press it. Be aware that by doing that, your Versa is going back to the status where it's never been used and you just bought it, so you have to set it up all over again within your Fitbit app.

2. If you cannot go to the settings, press all three buttons of your Versa together and wait untill you feel a strong vibration. Once felt this, release only the right lower button and wait what happens.

3. Go to your Mobile Device and deinstall the Fitbit app and restart your phone.

4. After the restart, reinstall the Fitbit app again and the Versa should be not present anymore. If it still is, delete it. Tell me if this works and when it works, I'm going to guide you to the process of setting it up again. 

[Sophiesmommy200]

Nope. Doesn’t work. Tried factory reset and all the other steps. Tap the watch, get my clock screen and then unlock with your phone.

I’m starting to think I’ve got a £200 mistake on my hands!

Sent from my iPhone

[SunsetRunner]

Is the Versa still present in your Fitbit app?

[Sophiesmommy200]

No...it's gone.  Doesn't show.  Tried uninstalling app, switch off phone, turn phone back on etc.  Nothing is working.  Try to set up but the app asks me for 4 digit code displayed on Versa bit only get the 'unlock with your phone' message 

[SunsetRunner]

Hi, you already got further than before! Again restart your mobile device, certainly when you say that your Versa is not present anymore in the Fitbit app. 

[Sophiesmommy200]

I have done. But still cannot get past the ‘Unlock with your phone’ screen.

Sent from my iPhone

[SunsetRunner]

Did you by any chance activated the Fitbit pay option with the Wallet app?

[Sophiesmommy200]

No. Not at all.

Sent from my iPhone

[SunsetRunner]

Unfortunately I have to say that I'm out out of options at this moment. Whenever I dind something that could solve your problem, I will contact you again. Meanwhile you can call Customer Support.  

[SunsetRunner]

Hi, just got another thought: do you need to enter on your Versa also a pincode when it wakes up?

[Sophiesmommy200]

Thanks so much for trying. Customer support are looking into the warranty options etc. I have no personal stuff on my watch, so if I have to send it back wherever, I’m not concerned about personal info. And this all came about because I was changing my watch straps! Again, muchos gracias!

[SunsetRunner]

You're very welcome and glad to be of help. Maybe a vote would be a nice gesture  for my time trying to help you. Good luck.

[Sophiesmommy200 · Accepted solution]

Yes...the first time each day I want to look at stuff on my watch it asks for my 4 digit pin code. But that code can’t be used on the app to set up device. It says that’s an incorrect code etc.

Sent from my iPhone

[SunsetRunner]

what exactly do you mean by that??

[SunsetRunner]

Hi, ????