Versa not counting steps

[ShanT905]

Hello,

I’ve had my Versa for just over a year. I noticed last night that it hadn’t counted any steps in an hour and they weren’t showing up in the app either. I tried restarting 3 times and when that didn’t work I ran the firmware update. It tracked a few more steps but then stopped again. This morning it has tracked a few again but less than 100 and I know that is nowhere near accurate. It hasn’t recorded any in the last 20 minutes. Not sure what else can be done or if it’s just broken. Thanks. 

[EdsonFitbit]

Welcome to the Fitbit Community @ShanT905.

I'm sorry to hear that your Fitbit Versa is not counting your steps. Thank you for restarting your watch before contacting us.

If you are still having the same problem, you can perform a factory reset by following the next steps, but keep in mind that your apps, stored data, personal information, credit and debit cards, and saved settings will be deleted from the device:

1. Press and hold the three buttons on your Fitbit for up to 20 seconds.
2. Once the logo is shown on the screen and then disappear, release the bottom button and hold the other two until you hear a strong vibration. This indicates the reset has started, so you have to release the other two buttons.
3. This procedure can take several seconds and from time to time the watch will reset to zero showing the logo and the Fitbit.com/setup site.
4. If the bottom button is not released at the right time or this procedure is not followed correctly, the logo will be shown quickly and the watch will restart without completing the factory reset.

If you have any question, please don't hesitate to contact us back at any time.