Versa saying connected to another device

[Clody]

Lost all my data as had to remove device (even though it is my device). Why has this happened and can I retrieve my data? Have enjoyed Versa up to now but seriously hating it right now 

[Marrrmaduke]

@Clody Welcome to the forum. Where did you remove your Versa from? Paired Devices list in your phone's bluetooth settings or Fitbit mobile app? Can you see the data on the Dashboard on Fitbit.com? When was the last sync?

[Clody]

Thank you. I have removed it from Bluetooth now. It is still synched to my device but saying locked to another device. I have lost all my data. It did this this morning. I can see all data on dashboard on the com site but not on mobile app. All my contacts have gone and I cannot add anyone. Have I been hacked?

Sent from my iPhone

[Marrrmaduke · Accepted solution]

@Clody If you see the data on the dashboard, nothing has been lost. Dashboard on fitbit.com represents the state of your data on the Fitbit servers where it is stored. If you cannot see it in the fitbit mobile app, it means it hasn't been refreshed. Please do the following:

1. Make sure you have unpaired (removed) Versa from your phone's bluetooth settings. Do not remove from the app
2. Uninstall the Fitbit mobile app
3. Reboot your phone and install Fitbit mobile app. Do not pair in your phone's bluetooth settings
4. Reboot your Versa by pressing and holding the left and bottom right buttons until Fitbit logo appears
5. Login to Fitbit mobile app
6. Grant all permissions and sync.

The trick here is to not pair in phone Bluetooth settings but rather let the Fitbit mobile app do that. 

Additional tips if sync issues persist: If you have Wifi set up, go to Fitbit mobile app and remove it, then sync your Versa. I noticed that it causes issues for me. If you have other Bluetooth devices paired with your phone, forget them. One of them might be causing issues. Also, make sure All day sync is enabled.

[Marrrmaduke]

@Clody Did you manage to resolve the issue?

[Clody]

Yes thank you. Thank you for your help. It was much appreciated

Sent from my iPhone

[Marrrmaduke]

@Clody I'm glad! 😄