Versa no longer pairing or syncing

[Bonniemt]

What's going on fitbit??? Since your last update my versa no longer syncs with my phone.. I've tried everything that's been suggested and although it SOMETIMES pairs and syncs, once, it doesn't last the day. My versa no longer tells the right time. I was late picking my son up from school yesterday because I relied on my versa to check the time. I've deleted, switched off Bluetooth, re installed, shut down, reboot, re set factory settings (twice) and nothings working!! Today after deleting the app for the umpteenth time it wouldn't even connect. My phone isn't broke, my internet is fine. I spoke to an advisor yesterday and went through everything with her to no avail.. She was supposed to email me but no she didnt. Nothing. I feel Completely ripped off. I've had no end of issues with syncing since I bought the watch, it's never sent notifications and syncing has always been hit and miss. Now it's non existent. I would never buy from fitbit again and I certainly wouldn't recommend. 

[Valentina72]

The same thing happened to me.  It is broken and needs to be replaced if you can get Fitbit to honor the warranty then they might send you a new one but it is a hassle to deal with them.  Support is not very responsive.  I'm trying to get my second replacement in 6 months.  My first one lasted a few days.  The next one didn't stop working until about 5 months later.  Fitbit also deletes negative emails on this forum.

My suggestion is to contact support and try to get them to send you a replacement.

[Wnickens]

I am having the exact same issue as you and I have tried everything you mentioned. Now my phone won’t even find the Fitbit anymore. To say I’m frustrated is an understatement!

[CheriDHackett]

Same here. I WANT MY MONEY BACK NOWWWWWWWWWWWWWW!

[Rich_Laue]

Which update are we asking about. If it is an app update what type of phone

[Tee120]

Same issue. It's a useless piece of literal junk. Can't even be used as a watch. It is not "found"/will not pair with Windows 10.

Samsung phone.

Motorola phone.

iPod touch.

ALL devices are on their approved list. 

[CheriDHackett]

UPDATE:

I have uninstalled and reinstalled Fitbit app to my Android phone, and "reset" the Versa 2 back to original manufacturer settings. So far, the app and Versa 2 are synced and working properly. I will update my status if things change.

[LizzyFitbit · Accepted solution]

Hi everyone. Thanks for stopping by and participating in this thread.

@Bonniemt, I'm sorry for the experience that you've had with your Versa. I appreciate you for taking the time to contact our team to troubleshoot this situation. I've contacted them on your behalf and it seems they were contacting you via email with more details about your case. Since you didn't receive their email, I've requested them to resend that information. Please keep an eye on your inbox, spam and junk folders.

@Valentina72, thanks for your feedback about your experience with our Support team. I understand how you're feeling about this situation and I'm sorry that your Versa isn't working correctly. I've contacted our team on your behalf, it seems they're handling your case and will send you an email with further details shortly.

Regarding your other inquiry, when a post is removed because it violates our Community Guidelines, a moderator will send you a private message explaining the reason for that action. I'd suggest to check your inbox and reply back to that if you have any questions about that process.

@CheriDHackett, I'm glad that your Versa is working and thanks for sharing the steps that you tried on your own.

@Wnickens and @Tee120, I'm sorry for the experience that you've had with your Versa devices. I understand where are you coming from and just to confirm, have you tried uninstalling and reinstalling the Fitbit app? Also, I'd recommend to verify this help article and try the steps described there in the given order to get your devices syncing again.

@Rich_Laue, thank you also for stopping by to help our users.

I'll be around if you have another question.

[Wnickens]

I have uninstalled and reinstalled the app.

[Tee120]

I've done EVERYTHING recommended more times than I can count. 

[Bonniemt]

Still no email. Still won't connect. Fitbit this is not acceptable we have all paid good money for our devices and all have the same issues. Something is severely wrong here and it needs to be resolved. 

[Rich_Laue]

Sorry @Bonniemt if you would like help from your hello Fitbit users, we will need to know a little bit about what type of device that you sync through. 

Is your tracker still connected to your Fitbit Account and we have a sync issue? 

Another option would be to contact Fitbit. 

[Bonniemt]

Further update. FITBIT have not contacted me. My versa still won't connect. I dug out my charge 3 which is vertually brand new because I bought the versa after I realised the charge didn't offer what I wanted. Just tried to connect and guess what. Same issue!! I have nearly £300 worth of useless kit from fitbit. This really needs to be resolved. 

[Bonniemt]

Sorry I'm not receiving notification to my email via the forum so have no idea when anyone replies to me. I have a Huawei p20 Pro. My versa is no longer paired to my phone because the app won't connect. It's been like this for the last 2 days now. 

[Bonniemt]

Also I have contacted fitbit, I spent ages 'chatting' to someone who said she'd email me with further instructions but I've not heard anything 

[Bonniemt]

Wow fitbit you're really failing your customers here. I've read so may similar posts about syncing issues. You've now lost a very highly valued customer here. I have a lot of friends in th fitness industry and will not be recommending fitbit at all and would never purchase from you again. Your customer service has been truly awful or should I say non existent. I will be looking to purchase from else where and will never give you my money again. I'm so disappointed 

[Rich_Laue]

Your posting on the community forum where Fitbit users donate their time to help out others. 

As for why Fitbit isn't answering you hear, maybe it is because they do not monitor these forums. 

As for you not receiving email, have you checked your settings. 

You say that the app con bot connect even though the tracker is paired. Without know what your referring to i suggest unpair the tracker from the phone, not the app. 

If you are asking your fellow Fitbit users for help, we will need more on the actual problem. 

I have asked a few questions that would help figure out what steps your doing. I keep reading paired to the phone, the tracker dies not need to be paired to the phone to be able to sync. Also if the tracker is paired to the phone the app will not be able to setup the tracker. 

I'm still curious as to if this is a setup or a sync issue. 

[Bonniemt]

Thanks for your reply. I wasn't sure if fitbit actually have anything to do with the forum because I've seen some replies from moderators. However I do sincerely appreciate anyone who responds to me. 

Just to clarify, my phone is not paired with my tracker, I unpaired it when I had the syncing issues. I've reinstalled the app and have tried to setup my device but it won't find either of my trackers, the versa or my charge 3.

Ive checked all my settings and everything is up to date. 

I've since learnt that my Google account had no space so I couldn't send or receive emails, I've upgraded this and receiving emails.. So I hold my hands up and apologise for my accusation that no one has contacted me. I was going to update this a bit later tonight when I had more time on my hands.

Fitbit have been in touch and have asked me for more information which I'm hoping to do so tonight. I'm really eagar to get to the bottom of this because I really can't afford to buy a new tracker and I loved my fitbit until recently. I've read that so many people have had the same problems and are bit getting any support from fitbit so I guess I jumped on the band wagon. If I can get this resolved then I'd love to help others in a similar situation. Thank you 

[Rich_Laue]

My first confusion is that unpairing a tracker from the phhone does not remove the tracker from the users Fitbit account and therefor their is no need to setup the tracker. 

Removing the tracker from the users account and Fitbit app does not unpair the tracker from the phone and the user still needs to unpair the tracker before they are able to set it up. 

I'm still not sure what steps you are taking or took that requires the Fitbit to be setup. 

[Bonniemt]

OK so I removed the tracker from my phones Bluetooth, this is what was advised by fitbit. I assume this unpaired my phone from the tracker?

I also deleted my tracker from my fitbit app..

I then proceeded to delete the ap

p

Once I reinstalled the app I proceeded to setup my tracker within the app. It would search for the tracker, connect and request the 4 digit no the tracker was showing. I would enter this and then proceed to setup via WiFi.. This is where the problem occurred. It couldn't connect. This happened several times. On a few occasions it would 'update, sync and work for half a day but woukd stop syncing. 

I'd then have to do the whole process again. Except now, at phase 1 when it's searching to connect it can't find the tracker. Keeps telling me to try again.

There is nothing wrong with my WiFi or my phone. I have no other devices set up in my Bluetooth