Versa not starting/responding

[Guy0607]

My Versa is not starting.

last I checked my versa was yesterday night. I woke up today morning to a dead screen.

Things I have done so far

1. I have tried to restart my watch - Long hold Left/back button (This does not work, although this makes the watch hot on the underside)

2. Tried charging it- Nothing comes up on the screen (no % charging). 

My wife has a versa too, my charger is fine as the other versa device charges without any issue.

[NellyG]

Hi @Guy0607 I have flagged a moderator to assist you.

[AngeMelb]

I have the same problem. About to throw the very expensive thing through the window! Have been trying since Friday to fix it. Factory reset, restart the phone, uninstall/reinstall the app, blue tooth disconnect/connect.

I now have a watch which just scrolls the message in a variety of languages "to start, Download the Fitbit app"....

Moderator edit: Language

[Keya2120]

I have had to do the same thing. 

[Keya2120]

Last Friday had to do factory reset so I can get notifications, finally got that to work and screen has been totally black since Saturday  I have only had this since middle of April. I will never buy another fitbit. It has left a bad taste in my mouth

[Guy0607]

Update:

Tried charging the watch again. The watch has become extremely hot and still not responding to anything. Have stopped charging for the fear of it catching fire.

[Keya2120]

I will try, but mine isn't even responding when I put it on to charge and still shows full battery on fitbit app.

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[LuciaFitbit]

Hello @Guy0607, nice to hear from you again. Thank you for all the troubleshooting steps you have performed, in order to solve this situation. I have opened a case for you with Support, so they can further assist you. Please keep an eye on your inbox, since they'll be contacting you soon. 

@AngeMelb welcome to the Fitbit Community Forums! I'm sorry to hear that you had this experience with your Versa. We appreciate your effort on performing all those tips. If your Versa is showing the set up message, but is still listed as paired in your Fitbit app, I suggest that you delete it from your account and pair it again. 

@Keya2120  welcome to the Fitbit Community Forums! Thank you for your feedback regarding Versa and for what you've already tried, in order to solve this situation. Have you tried changing the clock face? 

@NellyG thank you for your help. 

Please keep me updated! 

[Keya2120]

Yes I have tried changing clock face. Fitbit vibrated, but still has black screen.

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[Stephanie74]

Exact same thing happened to me.  Is FitBit replacing these?  

[Keya2120]

They should!

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[Lorirdh]

I am having the same issue. This morning it worked. I had around 60% battery which normally lasts quite some time. When I went to go for a walk on lunch the screen was black and not responding. I have had my versa for less than 6 months. My husband also has a versa so I know the issue is not the charger.  Trying to reset doesn’t work either. 

[AngeMelb]

So, I've deleted and paired again without success.... It's extremely slow, gets stuck on the intro for last hour and now only uploading certain pages (not fully) see photos attached.

Took over an hour to get this this stage and only part of the watch displaying

Took ages to get here and lines all through the graphics

What now please?

[Keya2120]

Update. After charging for almost 24 hrs my versa lite still has black scree . 

[Guy0607]

I received an email, asking me to send my versa through mail to the nearest warehouse. They will be replacing my device under warranty. 

I was supposed to get a prepaid shipping label from fitbit, which I never got. I have mailed the defective device today and I hope I get the replacement soon.

Will update here after I receive the device.

[Keya2120]

How did you get in touch with them? All I can find is community and I've tried everything and my versa still not responding.

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[AngeMelb]

Interesting. I never heard from FITBIT at all, other than someone here making a suggestion last week, which hasn't worked!

Nice to know they're looking after some of the community.  Good luck with your new one 🙂

[AngeMelb]

Depends what country you are from. I'm in Australia and have to use the live chat as no phone option (unless willing to call US)...

I'm over it quite frankly and really disappointed. Good luck 🤟

[Schnei2]

What can I do to get some help with mine? How do I contact a moderator? 

[Guy0607]

Here's an update to my situation.

The fitbit team is offering me a refurbished device not a new one. Although my device is under a 2 year warranty period. The team is also not willing to return myboriginal device (so that I could exchange it at a store)

Has anyone else faced a similar situation with the support team?