Versa not turning on

[Saz12345]

My versa stopped recording my sleep info and heart rate but continued to track my steps as I could see them on the app but the screen is blank with a very faint line around the edges and the green lights were not working. I have tried to reset it by holding 2 buttons and then trying the 3 button reset but nothing worked. I also have tried charging it-says it's on 73% according to the app. I have been in contact with fitbit customer services and they have offered me a discount on a new watch 😂 This doesnt fix my current watch. I am still within my two year warranty and they said that's all they would offer. I have sent my purchase info date and a screen shot of their warranty rules, now I'm waiting for a reply, it's been 2 days already. I'm so annoyed. The day my watch stopped tracking my data (22/09/20) was the day of the last update. I can prove this by looking on Google Play. I honestly think the update as broken my watch. I have read a lot posts like this. Just looked at the app and now my sleep data has been removed and has been replaced by 'mindfulness'. I advise you to take screen shots of any relevant info 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Saz12345, welcome to the Community Forums! 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I suggest you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

Let me know if you have any additional questions, I'll be around.

[Saz12345]

Hi Ricardo

Thank you so much for taking the time out to reply to my post, must be a never ending task to keep up with every one 🙂. I'm so lost without my watch! Yes, I have been dealing with the customer support team today and hopefully will get the solution I need. Thank you 

[BoomtownMama]

This sounds identical to my experience, beginning Thursday night. It started with my screen going black, then I could see faint edging. Eventually, the sensor lights shut off a day later. And as of Sunday, my watch stopped syncing altogether. I'm super frustrated because this seems to be a fairly widespread issue, all after the last update and the installation of the SpO2 clock. Now, a new update showed up on my app on Saturday. Fitbit would connect and then start the update, then later say the update failed. After the fitbit stopped syncing on Sunday afternoon,  can't run the update. 

Something here seems really sketchy. 

[Saz12345]

Hi BoomtownMama

I hope you are well. I spoke to Jess via instant chat who confirmed when my case was started that they had put my country of residence in wrong so that explains why they said I was out of warranty. This has been corrected now and they said they are sending me a replacement. I'd advise you to contact them and explain your situation, hopefully they can help you too. My watch still doesnt work but I know it is on because I wore it yesterday in a last attempt to revive it and it was vibrating several times each hour but still no screen or green lights. It's most odd but Fitbit are hopefully now making that right so I'm happy 🙂