Versa not recognizing steps.

[SunsetRunner]

My versa has stopped recognising my step count and won’t Autowake. I have checked the settings and all seems right. I have also tried the reset 5 times on the watch. 

Can anyone suggest any other tips before I contact customer support. Many thanks 

Moderator Edit: Clarified Subject.

[Marrrmaduke]

@SunsetRunner have you tried restoring it to factory defaults (factory reset)? This will wipe your Versa, so please sync first. You will also need to delete your tracker from the Fitbit account (in the Fitbit mobile app) and your Paired Devices list in your phone Bluetooth settings. You can perform factory reset by going to Settings on your Versa, scrolling down to About and tapping Factory Reset. Once Versa resets to factory defaults, you will need to set it up again by adding it as a new device in the Fitbit mobile app. Good luck!

[SunsetRunner]

Hi,
Yes I’ve tried all that, been on the phone with the support team too. I have done 3 factory resets now, but just before the installing process completes my versa displays a big red X, I think there is a big problem! I will call the support team again tomorrow. But thank you for the advice 🙂

Sent from my iPhone

[Montemayorjanet]

My versa is having a similar issue I contact Fitbit team and they told me that there is a problem with the steps syncing that they are trying to fix the problem I asked when will they be fixing it and they could not give me a date it’s very frustrating. My problem with my versa is not sync steps to my challenges. I hope that helps 

[Marrrmaduke]

@SunsetRunner Does it say data not cleared? Try rebooting your Versa (press and hold the left and bottom right buttons until fitbit logo flashes) and rebooting your phone. Then open fitbit mobile app and try to sync. Lemme know how it goes.

[SunsetRunner]

It doesn’t say anything.
I have uninstalled the app, cleared Bluetooth, done updates on my phone and then done another factory reset and reboot. Still get the big red X and still the Fitbit will not count steps, floors, distance etc. Very annoying 😖

Sent from my iPhone

[Jeff_w26]

Yeah I’m having that exact issue, Versa not posting or registerering the step goal within challenges, started on Monday January 21. 

[SunsetRunner]

Mine started the same day!
Not just in the challenges, it won’t register any of my achievements.
Very frustrating. The support team have escalated my complaint to the Tech team and I have to wait up to 48hrs for someone to contact me! That will be nearly a week without my Fitbit. 😟

Sent from my iPhone

[Jeff_w26]

This is a Xmas present to myself. So far it’s keeping track of my steps, just not posting the step goal within challenges, so far. Rebooted Fitbit and iPhone, removed the device and did the re-setup, maybe it will fix itself. 😎

Sent from my iPhone

[Marrrmaduke]

@SunsetRunner I thought your tracker did not register steps at all. @Jeff_w26's case is different. He gets steps but they're not synced to his challenges. Or did I get it wrong? 🙄

[SunsetRunner]

True, mine doesn’t register any steps. After speaking several times with the support team they have are sending me a new tracker. Can’t fault the team, they have been very helpful.
Thanks for all the help.

Sent from my iPhone

[Marrrmaduke]

@SunsetRunner all thumbs up for Fitbit Customer Support! I'm glad you will get a new versa. 😊

[Jeff_w26]

Hey, that’s cool, I may have to do the same, start calling and see where it goes. Thanks for the info and happy stepping

Sent from my iPhone

[Marrrmaduke]

@Jeff_w26 happy stepping, Jeff. In your case it's obviously a software bug that affects only certain group of users and not issue with the tracker itself. I'm afraid, we have to wait.

[Jeff_w26]

Hey thanks for the replies, Happy Stepping to you as well 😎

Sent from my iPhone

[MarcoGFitbit]

Hello @Jeff_w26, @SunsetRunner and @Montemayorjanet, I hope you're doing well, it's nice to see you around the Fitbit Community. It's nice to see you too @Marrrmaduke, thanks for your help with this situation. 

I appreciate your participation in the Forums and for sharing your experience with us. I would also like to thank you for letting us know the response from our Support Team. Our development team is aware of it and is working towards a prompt and proper resolution for this situation.

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track. Please let us know if there's anything we can do to assist you in the meantime.