Versa's screen got frozen

[Kateferraro]

Purchased my fitbit versa2 in January, the screen is currently frozen. It will not let me put in my passcode. I tried resetting the passcode from my phone, still didn't work. Tried impairing it from my phone so I could repair. However, I still can't enter a code or access anything. Now I am unable to pair it at all.

Help please.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @Kateferraro, due to the recent events, I apologize for the delayed response. However, let me welcome you to our Fitbit Community.

I'd like to follow up and help you with your Versa 2 since the screen got frozen and won't let you to enter your passcode. By the way, thank you for trying to get this issue resolved before contacting our forums.

Please try a factory reset in order to fix this issue. To do so on your device, follow the steps below:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:

• Release the button briefly (for less than 2 seconds). 
• Hold the button again until they feel a second, longer vibration, which indicates they initiated the factory reset.

After this, try setting up your watch from scratch again as described in this help article and see if the issues get fixed.

Keep me posted on the outcome.