Versa re-connection issue

[KCasey]

I’ve had my Versa since April and have not had any issues. 2 days ago, I noticed the clock was slow by about 1/2 an hour so I went to sync it with my phone and I couldn’t get it to sync or to connect to my phone’s Bluetooth at all. I performed a factory reset and still nothing. The device isn’t even on my Bluetooth list as a device anymore. I have tried several times to add the device to my Fitbit account. Sometimes I can get to the activation code but usually not even that far; it just doesn’t find the device at all even though it’s right next to my phone. If I am able to get that far, I can’t ever get it to connect to my WiFi. Any tips? Thought I’d ask on here before going through customer service.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@KCasey welcome to our Fitbit Community! By the way, I'm sorry for the late response. However, I appreciate the time spent trying to fix the connection issue that your Versa is experiencing before contacting our forums.

Please let me know what is the brand and model of your phone. Also, let me know if you get any error message during the setup process.

In the meantime, make sure that you are following the setup process as described in this help article.

Looking forward to your response! 

[Wertzy79]

I am having this same issue as the original poster right now. My phone is a Samsung Galaxy Note 9. I have been using this same phone and watch model for the last 2 years or so, and it just started acting up yesterday. After doing several restarts of both the phone and watch, then a factory reset on the watch, it did the set-up steps all the way to the code twice, but wouldn't go further. Now it won't connect at all and the watch is telling me to download the Fitbit app to proceed. Did you ever solve the problem?

[JuanJoFitbit]

Hi @Wertzy79, thank you for joining us in this thread and our Fitbit Community. I'm sorry to hear that your Versa won't connect with your Samsung Note 9 either. By the way, thank you for troubleshooting this issue before contacting our Community.

In order to avoid providing the same information, I'd like to know if the factory reset was performed as instructed below:

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. Set up your watch from scratch and see if it connects with your Samsung Note 9 properly

Looking forward to your response.