Versa not syncing correctly.

[Lesliegrace925]

Hello,

My Versa didn't track my sleep last night, it also isn't tracking my "Time Active" minutes correctly or calories burned for my workouts (said 25 minutes of elliptical 32 calories and a 30 minute walk 33 calories) Also, my steps are not synching in a Workweek hustle I am in.
I have reset the Versa 2 times, restarted my Android phone, uninstalled and reinstalled the Fitbit app on my phone and it's still not working correctly.
Any help? Thank you!

Moderator Edit: Clarified Subject.

[SunsetRunner]

Hi, first of all try the restart of your Versa 4-6 times in a row and seen if that helps. Secondly, are you using a Third Party Clock Face? If yes, change it to one developed by Fitbit itself and restart your Versa once after that. Some TP Clock Faces either get outdated or removed by their developer or by Fitbit from the gallery. 

[Lesliegrace925]

Hi, thank you for your help.  I was using a third party clock face, and just changed it, reset the Versa and it is still not correct.  I have also just reset it 6 time sin a row, still not working.  

This is the weird part.. I started a daily challenge and my steps are correct in the new challenge. 

[SunsetRunner]

Hi, although you already de- and reinstalled Fitbit app, try this: logout from your Fitbit account, restart your phone and login again to your Fitbit account. Maybe this helps. 

BTW, which phone are you using? 

[Lesliegrace925]

Just did that, didn't work 😞  

I have a an Android, One Plus 6

[SunsetRunner]

Hi, I think that the only solution now will be a Factory Reset. Click the link and you will find all the needed info about how to do that and also how to setup your Versa all over again with your phone, cause your Versa acts as a new device after a FR. good luck!!

[MarcoGFitbit]

Hello @Lesliegrace925 I hope you're doing well, it's great to see you around. It's nice to see you too @SunsetRunner, thanks for all your help. 🙂

@Lesliegrace925 I appreciate your participation in the Forums and for sharing your experience with us. I would like to thank you for letting us know the troubleshooting steps you've tried so far. 

At this moment, my best recommendation would be setting up your Versa as a new device to reset the connection between the phone and your watch. Note that none of the information will still be available in your account as it gets stored in our servers and not on your phone. 

To set up your Versa as a new device:

1. Go to the Bluetooth settings on your phone and check if your tracker is on the list of paired devices. If it is, tap on it and select Forget this Device.
2. Open the Fitbit app and tap on the Account symbol at the top right corner of the screen, then tap on "Set up a New Device"
3. Choose your tracker and follow the onscreen instructions to continue
4. When the app asks you to replace your current tracker, please replace it and continue with the process.
5. When a pop-up appears asking you to Pair your tracker to your device, tap on Pair and continue.

Give these steps a try and let us know the outcome!