Versa not pairing

[Cftzgbbn]

Any help would be greatly appreciated. My Versa completely stopped pairing yesterday. The time on the watch changed, and I could not synch it with my phone or my laptop. I have restarted my phone, restarted the Versa, deleted the app, reinstalled the app, deleted the Versa, turned Bluetooth on and off and I’ve tried to add it again numerous times over 2 days. My phone does not recognize my watch at all. 

I am able to connect to other devices, so it isn’t my Bluetooth. 

My last effort was to reset the watch to factory settings and still, nothing. It just continuously says, “install the Fitbit app”.  I just got the watch for Christmas and it has no damage nor have I even gotten it wet. I’m hoping someone has a solution or I now have a useless watch. I have an IPhone and I’m using a Mac.

[Marrrmaduke]

@Cftzgbbn Is Versa still linked with your Fitbit account? Also, you're not mentioning deleting it from bluetooth devices list and that should have been done first. Please try this:

1. Unpair (remove) Versa from your phone's bluetooth settings
2. Uninstall the Fitbit mobile app
3. Reboot your phone and install Fitbit mobile app. Do not pair in your phone's bluetooth settings
4. Reboot your Versa by pressing and holding the left and bottom right buttons until Fitbit logo flashes
5. Login to Fitbit mobile app
6. Set up Versa again. Follow the instructions on the screen. Make sure your Versa is in the charging dock near the WIFI router if you're planning on using WIFI to download the firmware update.

Additional tips if sync issues persist: If you decided to set up Wifi, go to Fitbit mobile app and remove it, then sync your Versa. I noticed that it causes issues for me. If you have other Bluetooth devices paired with your phone, forget them. One of them might be causing issues. Also, make sure All day sync is enabled.

[Esthermoritz]

I tried all of that and my versa still won’t pair. My versa is fully charged on he charger, right next to my phone and the router, I restarted my phone and my versa, reinstalled the app, unpaired all my Bluetooth devices, and when I try to add my versa again it can’t find it.

[Cftzgbbn]

I’ve done all of those things, numerous times, using two different WiFi routers (work and home). My watch is no longer paired with my app because after trying over and over the steps given to troubleshoot pairing problems, I reset the watch back to new and tried to just start everything over from scratch. I even tried to make a new account, it still won’t pair. Only once did the app locate the watch, then it gave me the code to enter and Poof, stopped pairing. 

This all started after the IOS update... I’m beginning to think this is a software issue. As of now, I’m at a total loss. My phone pairs easily with all other devices and I’m able to use air drop, so it isn’t my Bluetooth. I have no other device paired to my phone and even turned all devices with Bluetooth in my house completely off. Lol. I think I’m out of ideas...

[Marrrmaduke]

@Esthermoritz @Cftzgbbn Just to make sure:

• when you open Paired Devices list on your phone, can you see Versa there?
• when you open Fitbit mobile app and go to Account, can you see Versa there or is it gone?
• does Versa show the set up screen?

[Cftzgbbn]

Versa does not show up on my Fitbit App or on paired devices. The Versa shows the setup screen on the watch face. 

When trying to set up (re-set up) the Versa, the app just keeps “locating” the Versa... if it locates it, (which has happened twice) the app then reads “communicating with tracker” for a long while, then it stops and says “try again”, which I’ve now done about 30 times. When I first got my watch, setup was easy and it has worked great until this weekend. It stopped pairing, then last night the time changed on its own, it was two hours and a few minutes behind, which I thought was odd. I really wish I could resolve this, I miss my watch. 

[Marrrmaduke]

@Cftzgbbn Thank you for providing the replies. I agree this should not be happening. I find it weird that Versa would lose 2 hours of time overnight. I will flag your post for Customer Support assistance.

[JuanJoFitbit]

@Cftzgbbn Since your Versa is still unable to connect or pair with your Dashboard, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

Thank you so much for your help @Marrrmaduke!

Let me know if you have any doubts! 

[Abelabeloo]

My clock is 1hour and 50 min. earlier In time setting. Automatic networktime doesn't work neither location time. Last sync was 25 January??? The versa is paired, I can change clock faces but it doesn't adjust the time. After several days I get a message "try another clock face ". I just want a versa that works as promised

[Esthermoritz]

It’s not paired with my Bluetooth. I set it up again on my iPad and it connected right away, so now it shows up in the Fitbit app on my phone, but it won’t sync. When I was trying to set it up on my phone, I would go to add a new device, select versa, then follow the directions on the screen, and it would search for my versa and not be able to find it.

[Marrrmaduke]

@Esthermoritz Does it sync with iPad? Which iPhone do you have and which iOS version are you running?

@JuanJoFitbit Thank you so much for assisting us here! 😄

@Abelabeloo I think your issue is slightly different from OP's. Please create a separate thread, so we can assist you better. Also, please provide phone model and OS, Versa firmware version and Fitbit mobile app version.

[Cftzgbbn]

I apologize for not being able to respond, I am a teacher and have been on a field trip all day. I will send the information after school, I left my watch at home today.

Thanks for your responses!

C-

[Esthermoritz]

it syncs with my ipad. my phone is a galaxy s8

[JuanJoFitbit]

@Cftzgbbn No worries! Please take your time and we'll be glad to follow up when you are able to get back.

@Esthermoritz Thank you for getting back and providing more details of your mobile devices. I would like to follow up and would like to know if the issue persists or if it has been fixed.

@Marrrmaduke Thank you so much for your support and help my friend!

[Marrrmaduke]

@Esthermoritz Are you running Fitbit mobile app version 2.87? Turn off the bluetooth on your iPad so it does not interfere and try performing the above procedure again.

[mfelkk]

Ditto for me too.  Done it all via home, work, mobile Wifi.  Tried all you have done as well, tried all forum recommendations and NADA. Worked fine before I lost it and now that I have found it and invested in replacement charger, I cannot upload the data which means it is useless to me.  FRUSTRATED. 

[SunsetRunner]

@JuanJoFitbit A lot of us are having this issue and it seems since the last app update (that’s definitely when my issues started). Like these folks here I have tried everything, all the way to a factory reset. I really think FitBit should look into whether or not some bugs need to be worked out and an update issued. Could you let us know if a solution is found? Thanks! 

[Cftzgbbn]

@JuanJoFitbit @I still have not found a solution. Customer support sent the same steps I had previously attempted and  I’ve tried again and again over the last 2 days... I’m hopeful they find a solution soon. Thanks again for trying to help!

[Marrrmaduke]

@Cftzgbbn Perhaps you could give them a call? Might be quicker than exchanging emails. Perhaps you could let them know about all the steps you took? (877) 623-4997.

@SunsetRunner I think your issue is primarily related to fitbit mobile app update. Perhaps you could try syncing with other device once or twice, and then reinstalling fitbit app on your iphone and trying again. I know it sounds weird, but sometimes when my fitbit gets stuck, I will sync it with other device and it helps.

@mfelkk not exactly following. Are you trying to sync? Update the firmware? WIFI on your Versa has nothing to do with syncing. It's done over bluetooth.

[SC831Cali]

I just went through this same scenario. This is the 2nd watch, since the first one froze up and would not connect to the wifi. I am taking this one back as it will not sync up to bluetooth. So disappointing as I have other fitbit devices