Versa not setting up

[Lacreasha]

They say the versa is working I've been talking to them and talking to them  and they say that they are still having problems I am getting very irritated because I want to start using mine I'm working with it so the problem is not completely fix so I don't know why it saying it is

[lexi83]

Apparently it is working. Another user just got hers working after having to call 5 times. She was finally connected to someone who took her through step by step and they got it working 

[Lacreasha]

Will they are telling me its not working then how can we get mine working
we did trouble shooting and trying different phones and everything

[lexi83]

Have you done the initial set up or is it not set up at all?

or is it just not syncing?

The twitter Fitbit support can be quite helpful 

if youre having syncing problems ask user @PROUD-PSW as she may be able to help 

[Lacreasha]

I don't know I go to set up divice and then it goes right back to that page

[PROUD-PSW]

Thanks girl, the best advice I can give to all is to call in at fitbit customer care department.. the first thing I did was metion my problems, the the representative started with my first issue and walked me thru what to do, then went to issue #2 and so forth, at the end he did give me a case number in case I have the same issues again, this number opens the file to what was done to correct it, this rep was awesome in taking the time to make sure everything was woking 100%...Here is the fitbit customer care department number  1-877-623-4997

[PROUD-PSW]

call customer service at 1-877-623-4997... let them know what your issue is with the product and ask them to walk you thru until it works... the rep was amazing with me, I told him I tried the troubleshooting steps with no avail, 

[lexi83]

Maybe try uninstalling your Fitbit app then reinstalling. Sign in to the app and try again.  Make sure your watch is on charge to do initial setup

[Lacreasha]

I have been and nothing is working I tried different emails and phones and
emails and it will not set up I have been chatting with them to see what we
can do this last one I got that the problem was not 100 percent fixed

[lexi83]

I asked on Twitter for you and they say it’s all sorted so it seems they are sending mixed msgs 

i got this msg in the picture 6 mins ago

[Lacreasha]

So what can I do because i am getting told so many thing

[lexi83]

My first versa didn’t setup neither. I had it for 24 hours and had to bring it back and exchange it.  And my 2nd one worked fine. I would say maybe get an exchange. It’s too much money to not work. @Ncookie took theirs back and now it’s working fine. 

[SunsetRunner]

I got mine on Tuesday and was very disappointed when I couldn't set it up.  I thought I was doing something wrong until I searched fitbit.com and saw that it was their system.  I talked with 3 different reps yesterday on the help desk...lots of wasted time.  It said on the site that the issue had been resolved, but it still wasn't setting up.  Luckily I still have a my old one that I was replacing with the Versa.  The last gal yesterday told me that it was a graduated solution. (?) whatever that means.  So, she gave me no idea of if I should wait a day, two days, a week...to try again.  I can't keep trying every few hours if it's not even fixed on their end yet.  Frustrating. 

[SunsetRunner]

I tried 3 times after I saw that message posted.  It's not fixed.  

[lexi83]

Lots of people have been having the same problem. One person said she unpaired the versa from her phone uninstalled the Fitbit app from her phone then restored factory setting on her versa.   Reinstalled the app back on her phone then was able to pair and set up her versa with ease.

she also did get firm with a customer service agent and said if it does not work she would be taking it back for a refund. 

Another user got a very good customer adviser who took her through troubleshooting (even though she tried all the option she could prior to make it work) and that advisor got her versa working. She also has a case number should there be any problems and they can trace it. 

I wouldnt leave it for days personally. Fitbit have received their money and you have a product that doesn’t work which is not a fair exchange. I think waiting 2 days for Fitbit to fix your watch is way too long.  And you should not have to offer them an option like using your old Fitbit  when it sounds like people have had the not setting up issue rectified.  You paid for a product and it should just work.

[SunsetRunner]

Hi.  I uninstalled my fitbit app on my ipad and now when I go back into the app store I can't find the fitbit app to re install.  There's a lot of find my fitbit and other apps like that.  I put fitbit into the search but it's not coming up. 

[lexi83]

If you go to the apps store at the bottom there are 5 logos you can click on make sure you click the one that says apps. Then in the top right hand corner will be you picture for your account (it’s a circle) click that.  The page that comes up says account.  Click on purchased.  Then that page is called all purchases click on where it says my purchases (it’s the only option) it will then bring up alll the apps you’ve ever downloaded whether on your phone or in the cloud. You can find Fitbit app there. Hope that works for you and hope my instructions are clear 

[Lacreasha]

Not understanding.... 

[SunsetRunner]

Sent from my iPad

[lexi83]

@Lacreasha Do you mean you don’t understand my post about not being able to find Fitbit app in the App Store on your phone or iPad?