Versa randomly reset step count- lost steps

[Otters27]

I went on a three mile walk this morning and with that I got my step count, had walked 3 miles, and had climbed 18 stairs. I synced with my phone and it showed all that. A few minutes later it synced again but now only shows 2,000 steps taken and only a mile walked. Still shows 18 stairs. After having to get a replacement charging cable and the battery only lasting a day even though I have followed all their battery saving guidelines, plus it randomly freezing or turning off, and now this, I’m really fed up. I saved up for the Versa and was so excited to get it. This is my first Fitbit and I’m underwhelmed, to say the least. I’ve had problems since the second week I got it and I’m disappointed I wasted my money. 

[AlvaroFitbit]

@Otters27 Welcome! It's nice to have you on board! Sorry to hear that your Versa is resetting steps. I would like to know if you logged any activities on your account? Also do you use MobileTrack which uses the sensor on your phone to track steps. This works as an additional tracker and it could affect the steps recorded by your Versa. Has this occurred again after the initial incident? Could you share a screenshot of your activities on your account? Regarding the battery issues please clean the contacts with a toothpick or toothbrush and then use cotton with rubbing alcohol. Finally restart your Versa by doing the following:

1.- Press and hold the back (left) and bottom buttons until you see the Fitbit logo on the screen. This should take less than 10 seconds.
2.- Let go of the buttons.
3.- If your Fitbit watch doesn't work normally, use the instructions in How do I turn off my Fitbit device? to turn your watch off and on again. 

I look forward to your reply!

[Otters27]

I fixed the steps issue by removing an activity I had manually put in. 

For the battery issues, however, I followed your steps and my Versa is now frozen on the logo screen. I can’t turn it off and back on since I can’t access the settings. I’ve had this problem with it freezing on the logo screen on a couple occasions now. The first time was after getting the new charging cable and the second was when I was trying to use coach and it randomly shut down and then came back frozen on the logo screen. Both previous occasions it took almost an hour of me messing with holding the buttons down for it to unfreeze. Like I said, I’m getting frustrated. I loved my Versa when I first got it but now I can’t use most of the features and I often run into the problem of the battery draining too quickly. 

[Otters27]

Finally got it to work. I went to the setting shut it off and turned it back on. It’s now frozen on the logo screen again. 😑🤦🏼‍:female_sign:

[AlvaroFitbit]

@Otters27 sorry for the delay in my reply! Since the Versa is still stuck after trying the troubleshoots the best thing to do is letting our Support team know about it so they can assist you with it. You will get an email from them.

Keep me posted!