Versa's screen won't turn on

[KarenGarza]

I am having trouble with my versa's screen it is not wanting to turn on. I know the watch is fully charged because I can see it in my app and the light behind it turns green. I have already tried pressing all three buttons for 12 seconds or more and it still does nothing how can I fix this?

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @KarenGarza, welcome to our Fitbit Community! Regarding the screen issue that your Fitbit Versa has experienced, I appreciate the time spent trying to get this issue resolved before contacting our forums.

Please try a regular restart. To do so on your device, follow the steps listed in this help article. If this is the solution you already tried, please perform a factory reset as described 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 screen turns on

Keep me posted on the outcome.