Versa not connecting after performing factory reset

[gav_a1]

I performed a factory reset on my versa. The versa is on charge and the start message is showing on the versa. I have tried to link it to my account on my new galaxy a70. The versa is not being found. I thought it was a problem with my bluetooth but my old charge hr can be linked to my account. I have tried numerous ways to link the versa to my account so i can install the firmware. 2 phones, laptops, pc's and fire tablet but still no use. I have reset the versa as the instructions advise and still no joy. I have had the versa 6 months.

Moderator edit: updated subject for clarity

[NellyG]

Hi @gav_a1  Your new Galaxy is unfortunately not on the Supported Devices List which is possibly/probably the cause of your problems. The charge 2 has an older and simpler operating system that is less demanding of a phone than the current trackers with the new OS, so they sometimes work with unsupported phones while the newer trackers may not. Your Fire tablet is also not supported.

All you can do is try all the suggestions in THIS Help Article on syncing problems

[gav_a1]

Tried using a Galaxy S9 and still the same problem. Tracker not found, I have reset the versa multiple times. I have cleared data from the app, restarted the phones, bluetooth and the app. There should be a function to update the firmware on a pc using usb instead of just bluetooth.   

[NellyG]

Hmmm It should work with the S9. Have you gone through all the troubleshooting steps in the article I linked above?

[gav_a1]

Tried every step. Even new account to link phone to. Placed charge at opposite end of the house so it doesn't interfere. It was working fine on my a5 until the weekend when the time went off. I think I will just buy a Garmin. 

[NellyG]

I have flagged a moderator to come and help you

[LizzyFitbit]

Hi @gav_a1. It's nice to have you on board. @NellyG, thanks for your great help!

@gav_a1, thanks for letting me know about your Versa, as well for trying the steps suggested by @NellyG. You did a good job, and I'm sorry that issue keeps persisting. I've contacted our Support Team on your behalf and apparently they're already providing you with assistance. Since your case is still open, I'd recommend to continue working with them via email.

If you need anything else, feel free to let me know.