Versa not working anymore

[Sam235]

Fully charged Versa turned off this afternoon and won't turn back on. Have tried charging it again aswell as all the trouble shooting tips. This is my 2nd Versa as the screen went on the 1st on. Looking to contact customer support but keep being directed to twitter. 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Sam235, welcome to the Community Forums.

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here, I understand how frustrating this matter can be for you. 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. Such article includes a restart process which can be really helpful for this situation

Looking forward to your reply.

[Sam235]

Hi Ricardo

Thanks for your response. My Versa is completely unresponsive. Cleaned
charging pins on charger and tried charging it again today but it will not
turn on. Was on 94% of a charge when it turned off yesterday. Only had it
replaced last March/April(2020) time as my original Versa stopped working
aswell. So it's not even a year old 😔

Regards
Sam

[RicardoFitbit]

You're welcome @Sam235, your reply is also appreciated.

I'm sorry to know that you're still experiencing difficulties with your Versa even after trying several troubleshooting steps but thanks for the details that were shared with me. Since the previous steps didn't fix the issue, please try the ones below and let me know how it goes:

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. 

Just keep in mind that a factory reset procedure erase stored data, including the stats that were not synced to your Fitbit account. Also, applications installed, music downloaded, alarms, etc. 

I'll be here if further assistance is needed.

[Sam235]

Hi Ricardo

Unfortunately this did not work either and versa is still unresponsive.

Regards
Sam

[Hedgie2]

I am having the same issues with mine...

mine was being a bit glitchy (vibrating sporadically throughout the day) so I tried resetting it, this action turned it off and now I can’t switch it back on... it’s still randomly vibrating showing heart sensor lights but only for a second and then they go off.

[RicardoFitbit]

Welcome aboard @Hedgie2 and thanks for your update @Sam235, it's a pleasure for me to assist you both.

Because several troubleshooting steps were tried to no avail, my best advice for you guys will be to contact our Customer Support team directly to receive further assistance with them. To get in touch with our Support team, please check our options here.

I'll be around if you need anything else.

[Sam235]

Hi Ricardo

Got in touch with support team, thanks. Hopefully they will be able to
resolve my issue soon.

Kind regards
Sam

[RicardoFitbit]

You're welcome @Sam235, thanks for your reply. 

I'm happy to know that our Customer Support team is providing you assistance with your issue. Please do not hesitate to contact me back if you require assistance in the future or if you have any additional questions for me to answer, I'll be here ready to help you out if further assistance is needed. 

Thanks for being part of the Fitbit family, it was a pleasure to assist you.