Versa not turning on

[ERICA0183]

I purchased a Versa, 4 months ago. The person I purchased from only used it a few times, now all of a sudden it just turned off and won't turn back on or charge. I have tried the 3 button reset even holding for over 4 minutes as some have stated and still nothing. Anything else I can do? I know Fitbit won't help due to the fact that I purchased from someone else.

Moderator Edit: Clarified subject

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[RicardoFitbit]

Hi @ERICA0183, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. To better assist you with this, can you please let me know if the heart rate sensors are flashing or is your device completely unresponsive? 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 how it goes. 

Looking forward to your reply.

[ERICA0183]

It is completely unresponsive. I can not do anything. I have checked other forums and nothing that is mentioned has worked

[RicardoFitbit]

Your reply is appreciated @ERICA0183.

I'm sorry to know that you're still experiencing issue with your Versa. Since the steps from my previous post didn't work, please try our factory reset procedure following the next steps:

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. 

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

[ERICA0183]

I have attempted the factory reset and nothing happens even held the 3 buttons longer than needed to see if it would work and still nothing.Sent from my Verizon, Samsung Galaxy smartphone

[RicardoFitbit]

Thanks for your update @ERICA0183.

Certainly, your Versa isn't working the way it was designed, thanks for your patience troubleshooting this issue with me. Let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.