Versa not syncing

[Amitchell123]

For the past week I’ve had problems syncing my watch , it won’t connect to Bluetooth. I’ve tried all the troubleshooting advice and nothing helps . I’ve tried contacting fitbit for help with no success , won’t allow live chat ect . Any advise would be much appreciated 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hello @Amitchell123, welcome to the Community Forums!

First, I appreciate your effort and patience for troubleshooting this situation before posting over here, I totally understand how frustrating this matter can be for you. If you haven't already done so, I recommend you to check how the syncing procedure works here and see if there's a missing requirement on your mobile device that's preventing the syncing procedure to be completed.

Then, you can move forward and try the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes. 

Let me know if further assistance is needed and if you have any additional questions.

[Amitchell123]

Hi thanks for replying, 

 I’ve tried all the troubleshooting suggestions suggested by fitbit , and read everything you suggested,even removing the device and starting again as new device but nothing works . I did find that when the watch is charging It syncs then and corrects the time on the device . Which within a few hours is wrong again , means I’ve got to keep removing and charging regularly. A nightmare when your not home 

[RicardoFitbit]

You're welcome @Amitchell123, your reply is also appreciated.

Thanks for taking the time to try the troubleshooting steps that were shared on my previous post, I'm sorry to know that you're still experiencing difficulties with the syncing process. To better assist you and further investigate, can you please let me know which mobile device are you using with your Versa? When was the first time you experienced this issue and how many times since then?

In the meantime I receive your answers, let me share with you that the time of your device is incorrect because it uses your phone's information to display the correct one with the syncing process. Try the below steps and let me know if the issue persists:

1. Restart your Versa.
2. Please on the phone, go to Settings > Bluetooth, remove all the connections that exist with the device. (Forget device, ignore or unpair depending on the version of the operating system of the phone).
3. Turn off the Bluetooth and restart the phone. (Switch off and on again).
4. When the mobile device is back on, turn the Bluetooth on again but do not attempt to connect to the Fitbit from here.
5. Go on the app and try setting up the Fitbit as a new device.

I'll be waiting for your reply.

[Amitchell123]

Hi thank you for replying to my post , 

I’m using an iPhone 6s Plus with my watch . I’ve gone through the steps that you recommend 2-3 times with no success.

the only way I can get the watch to sync is when on charge , and I’m having to charge daily so I can track everything on my app . The watch loses about an hour in time daily as well and that only corrects when on charge . When not charging the device doesn’t receive any of my notifications from my phone either. It started with problem round about the 15/16th of August so will be going into the 3rd wk now .

[Amitchell123]

I also can’t get intouch with fitbit , it won’t let me reply to the email I just get the message invalid email address . Complete nightmare 

Moderator Edit: Formatting

[RicardoFitbit]

Thanks for your prompt replies @Amitchell123.

Because the steps from my previous post didn't work, please try the following ones and let me know if the issue persists:

1. Restart your Fitbit.
2. Please on the phone, go to Settings > Bluetooth, and remove all the connections that exist with the device. (Forget device, ignore or unpair depending on the version of the operating system of the phone).
3. Turn off the Bluetooth and restart the phone. (Switch off and on again).
4. When the mobile device is back on, turn the Bluetooth on again but do not attempt to connect to the Fitbit from here.
5. Go on the app and try setting up the Fitbit as a new device. 

On the other hand, can you please specify which email address are you using to try to reach our Customer Support team? Perhaps the email address is incomplete and this is the reason why you're receiving such error message.

Looking forward to your reply.