Versa not turning on after factory reset

[VickyJayne123]

Two days ago I bought a new phone. I downloaded the fitbit app and logged in. It said there was an error syncing my fitbit so I deleted the app and tried again. This time it said I needed to update my fitbit. I tried this multiple times but my fitbit wouldn't connect to the app to update! I tried to turn my fitbit off and on again but it did nothing. I de paired my fitbit to my profile and tried to pair it again but it wouldn't let me do that either. I read advice online which said to restore the fitbit to factory settings so I did via my fitbit. It turned off and won't turn back on.

I have attempted to charge it but it doesn't recognise it is charging. I have held all three buttons in to reset but nothing appears, I tried holding the left and top right button but again nothing happens. Same with the left and bottom right. I have charged the fitbit overnight and attempted this morning but nothing happens. Last night when I tried a 0% battery sign appeared hence I charged overnight. I have also cleaned the charged and fitbit in hope it will register it's charging! Please help!! 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @VickyJayne123, welcome to the Community Forums!

Thanks for bringing this to our attention and for all the details that were shared in your post, your effort and patience troubleshooting this matter before to posting over here are appreciated. If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know if the issue persists so we can move forward.

I'll be waiting for your reply if you need more assistance or if you have any additional questions.

[VickyJayne123]

I have already attempted all of the things listed on the link however my fitbit won't turn . The battery must be charging as when I take it off charge for a number of hours and try to turn it on '0%' appears. I then put it on charge and when I take it off to turn it on nothing at all happens, so the 0% sign doesn't appear to tell me the battery is low indicating it has charged. But the device still won't turn on!! 😞 

[Jen0629]

I've been experiencing pretty much the exact same thing since last night and have tried doing all the same troubleshooting options listed in this thread. Everything. Nothing has worked. Now I just have the black screen.

[VickyJayne123]

Yup! Very frustrating. I use it daily so I feel a bit lost!! 

[VickyJayne123]

@RicardoFitbit do you have any further advice please? My fitbit is only just 2 years old.

[Sonjadb]

After the last firmware update, my Versa started deleting my steps, stopped tracking my active minutes, sleep, and heart rate.  This began on June 6th.  After about a week, the steps were no longer being deleted but the other items never began tracking again.  I decided to do a factory reset on my Versa and now it will not turn on.  Seeing that this is a common problem confirms that it’s not user error.  This is so frustrating!  I had 3 Ionics before (all broke before the warranty ended, thankfully) and now this is my second Versa.  There is absolutely no excuse for such inferior products when we paid good money in good faith.

[VickyJayne123]

Hi @RicardoFitbit 

I am still awaiting your response. I am not happy about this at all. I have no been without my fitbit for nearly a week and no-one seems to want to help!!

[Arbuthnot]

Same here, first the wifi wouldn't connect, managed a sync, then every time I turned on the screen, it was 5mins slow and would jump forward. Then last night it was 59mins slow, I called tech support, we managed to sync, but not connect wifi, tonight it was 15mins slow. I tried factory reset. Now it wont start...and the battery was 96% so that isn't the issue...this update broke it...refund or replacement in order I think. They broke it with the update. They fix it, or it gets returned as not of merchantable quality! Complete Refund... by law in the UK at least! Don't they test updates before releasing them on all their customers? It's not good! and no admission of responsibility!

[RicardoFitbit]

Hello everyone! It's a pleasure to continue providing assistance. 

First, I'd like to appreciate all the information that was shared on this thread, certainly, your Versa devices are not working as the way they were designed.  If your device is not turning on at all, please try the troubleshooting steps that are specified on my previous post. If the issue persists, please try the following steps to perform a factory reset:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc.

Most of the times the steps above resolve the issue. Otherwise, my best advice will be to get in touch with our Customer Support team here to receive further assistance. I can also create cases for you guys if necessary, just let me know and I will contact our Support team for you.

Let me know if you have any additional questions.

[VickyJayne123]

Hi @RicardoFitbit , none of those things listed work. I have tried restoring to factory settings and holding all the buttons but nothing appears. This is getting extremely frustrating and it doesn't feel like you're actually listening to what I'm saying. I have tried everything that you have suggested and more!!!!! The 'customer support' page is ridiculous, I do not actively use twitter and I have tried this community page as suggested which has just been a waste of time. The only other option is the live chat but whenever I use that route noone seems to reply. This entire situation is a joke and I want to make a formal complaint, could you please provide me with an email address to escalate this? It clearly isn't just me with the problem so it's only fair Fitbit resolves the issue and takes responsibility. 

[Joseph30may]

I have same issues here. Few days ago i got Fitbit app downloaded in my laptop, I tried all to sync my device with laptop app but to no avail. So I did a factory reset and that's where my story began. It went off and has not turned on till this minute. I have done all troubleshooting and followed all guides as provided here in the community still to no avail. I had 90% battery before the factory reset so I'm sure it is not the battery. Worthy of report here is that I see no sign of anything when I connect it to the charge. I left it on the charger all through last night till this morning yet it is not coming on.

With all these complaints here really think fitbit is up to something. How can all these versa devices be failing after update and factory reset? I just don't wanna believe that something is fishy.

I need a solution please.

[RicardoFitbit]

Your reply is appreciated @VickyJayne123. Welcome to this thread @Joseph30may.

@VickyJayne123 Thanks for taking the time to share your thoughts and how you feel, I understand your frustration but keep in mind that my only intention is to help you out, unfortunately I can't assume which steps you already tried before to posting over here, but your effort and patience are appreciated. As mentioned on my previous post and as another option, I've created a case on your behalf because you don't use Twitter and it's difficult for you to use the chat option. Please keep an eye on your email inbox because our Support team will be in touch with you soon. You can share your formal complaint with them.

@Joseph30may Thanks for your input and your post, I appreciate your effort troubleshooting your device. Most of the times, the above steps resolves the issue but if you continue experiencing difficulties, my best advice will be to get in touch with our Customer Support team here to receive further assistance. I can create a case for you to receive assistance via email if you do not want to receive chat assistance.

Let me know if you have any additional questions.

[VickyJayne123]

@Arbuthnot 

@Joseph30may 

@Sonjadb 

@Jen0629 

I've been in communication with Fitbit via email and if your device is over 2 years old (I.e. out of the warranty period) they aren't bothered and refuse to replace. They also ignore my comments and questions about the fact there are many other people with the same problem. Absolute waste of time and I won't be investing in anything Fitbit related again.

[stolendreams84]

Mine is almost exactly 1 year old. They should NOT be having problems like this. I ran into this with my Alta, and now the Versa....when we pay as much as we do for our fitness trackers/watches they should NOT be having issues like this. 

I will NEVER buy another fitbit. I used to love them and stood behind them and their customer service 100%, but not anymore. I cannot be without my watch, so I guess it is time to buy from a different company, one who stands behind their products and actually fixes the issues that arise. 

[Arbuthnot]

They have agreed to replace mine with an Aluminium carbon, versa2. I’m
guessing mine was December 2018. So not yet 2years. I’m hoping the Versa2,
doesn’t have the same issues. In fact, I’m hoping, I can decide against all
updates. But I have a feeling the issue was forced on Fitbit, by the way
GPS has been re-time stamped. I have an Android 8 phone, that cannot put
out the correct time from the gps signal, and shows it an hour slow. The
phone works fine on network time.