Versa losing time and has syncing difficulties

[Sirmickf]

My Versa has suddenly started showing the incorrect time because it doesn’t seem to be syncing regularly with my phone. Overnight it can lose up to two hours for example which makes it useless for telling me what time to get out of bed and also my sleep duration is shown as about two hours less than it should be.

i have read several other reports of this problem, and have tried a factory reset and different clock faces, but the only solution is to frequently manually sync with my phone which is a bit useless overnight when I’m asleep.

Any other suggestions?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Sirmickf, welcome to the Community Forums. I'm sorry to hear that your Versa is losing time due to the syncing difficulties you're experiencing, I understand how you must be feel about this. Thanks for taking the time to troubleshoot the issue prior to posting here, I'll be glad to continue to assist you.

As you know, your Versa may show an incorrect time if it hasn't synced or it has been unpaired from your Fitbit account. Your Fitbit grabs the time of the device you're syncing with.

To see when was the last time your watch synced or check if it's still paired to your Fitbit account, tap the Today tab > your profile picture > your device image. If your watch is unpaired, please set it up again by following the steps at: How do I set up my Fitbit device?. On the other hand, if your watch has not recently synced, follow these troubleshooting steps: Why won't my Fitbit device sync?

[Sirmickf]

Hi,
Thanks for your help, but sadly having tried all of your suggestions my phone cannot find my Versa. By chance, I received notification that an update is available but I can’t access it because my phone won’t connect. It last synced at 14.02 today and despite trying all your suggestions it appears the Bluetooth won’t pair with my phone.

Get Outlook for iOS

[MarreFitbit]

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

Please note that the difficulty you are having to set up your Versa usually happens when you perform a factory reset without first unpairing the watch. In order to solve this issue, I'd recommend trying the steps below:

• Remove your Versa from your Fitbit account and unpair it from your phone's Bluetooth.
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Setup your Versa again.
• If there is no connection, restart your Versa.

If you can't get started with your Versa, usually a missing requirement is the cause. Carefully review the requirements provided in the help article: Why can't I set up my Fitbit device? 

Please let me know if you continue having syncing difficulties after paring your watch again.

[Sirmickf]

Done everything that you have suggested (twice) up to setting up and it just says “searching” - my phone can’t find my device. It’s as if the Bluetooth in my Versa isn’t working. There is no problem with the Bluetooth on my phone.
I’ve gone through the “ why won’t my device work” too but no joy

Get Outlook for iOS

[MarreFitbit]

Hi there @Sirmickf, I appreciate you had followed the tips and recommendations provided above. Since this sounds a bit more serious, I've created a support case on your behalf - you should receive an email from Customer Support at the email you used to register with the Community forums. Note that we may take a bit long to get back to you since due to recent events affecting our operations, support options are limited and wait times are longer than usual. 

We hope your issue is solved soon.

[Sirmickf]

Thanks for your help. I’ve just had an email from Fitbit support. Hope i soon get it sorted, I feel like my right arm is missing without my Versa

Get Outlook for iOS

[MarreFitbit]

Hi @Sirmickf, you're very welcome. 😉 I totally understand how you must be feeling without your Versa. You're in good hands now. 

I'll be around if there's anything else I may do for you in the meantime.