Versa's screen unresponsive

[clm22]

I have a Versa and the screen swipe does not work.  It keeps time and charges, but I can't get to anything else.  The steps are not keeping track accurately either.  I have removed it from Bluetooth, removed the device from my iphone and restarted everything.  I am at a loss as to what to try next.  Any suggestions would be greatly appreciated!

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @clm22, welcome to our Fitbit Community! I'd like to follow up and help you with your Versa's screen since it won't swipe and the steps are not being tracked accurately. By the way, thank you for troubleshooting this issue before contacting our forums.

Please try a factory reset. To do so on your device, follow the steps 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 the issues get fixed.

Keep me posted on the outcome.

[clm22]

Too late. It will not charge and is completely black. I tested it with another person’s Versa and it is not the charging cable. The Versa would not even light up. Very disappointing that it only lasted 1.5 years considering the cost.

Sent from my iPhone

[JuanJoFitbit]

Hi @clm22, thank you for getting back and trying the recommended troubleshooting steps. I'd like you to try the troubleshooting steps that are listed in this help article. This article contains steps that you already tried but you can skip them and proceed with the rest. After this, charge your watch for the next 24 hours and see if it comes back to life.

Let me know how it goes.