Versa's screen went blank and won't turn on

[Kkaren]

While on a trip to Mexico last week, my versa screen when blank and there are no lights showing on the back.  I charged it for many, many hours but nothing happens. The app shows that it is charged but cannot find the devise. I have tried several times to restart/reset by holding the two buttons for quite a while but again nothing happens.  I was not using it in anyway different than I normally do, I was wearing it in the pool  but I have done that may times before. I have had it for just over a year, received it on Feb. 14, 2019.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@Kkaren, welcome to our Fitbit Community! I'm happy to assist you with your Fitbit Versa since it went blank and now it won't turn on. By the way, thank you for troubleshooting this issue before contacting our forums.

I'd like to know if your Fitbit Versa vibrates when you put it on your the charger.

In the meantime, try the troubleshooting steps that are listed in this help article. This article contains the restart process but you can skip it and proceed with the rest. Finally, charge your watch for 2-3 hours and see if it comes back to life.

Keep me posted on the outcome.

[Kkaren]

No, it does not vibrate when I put it on the charger. I have tried to restart it and I am unable to shut it down because I cannot set anything on the screen to get to the settings option. I have had it on the charger for long periods of time already but I will try it again.

Sent from my iPad

[JuanJoFitbit]

@Kkaren, I'm sorry for the late response. However, thank you for trying the recommended troubleshooting steps.

Since the issue persists, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

I'll be around if any question arises.