Versa screen and heart rate sensor not working

[Purvs123]

Have had my Versa for about 5 months and have nevar had any issues.

Yesterday noticed that the battery was low so i put it to charge till i go to sleep. It ended up charging to like 60%. 

Today i woke up and my screen is broken. It is glowing in white in the middle and the rest of the screen is black. Also the heart rate sensor isnt working. Even if i touch it the green lights wount turn on. I have tried to restart it but that doaent help.

What do it do?

[NellyG · Accepted solution]

Hi @Purvs123 That doesnt sound good at all! As the restart hasnt helped I will flag your post for a moderators assistance.

[EdsonFitbit]

@Purvs123 Welcome to the Fitbit Community and sorry for the delayed response.

I regret to hear that your Fitbit Versa screen and heart rate sensor are not working. Thank you for trying to restart before contacting us. I would recommend performing a factory reset by following these steps, but please keep in mind the apps and all personal data will be erased from the device, including any credit or debit cards you added:

1. Press and hold the three buttons on your Fitbit for up to 20 seconds.
2. Once the logo is shown on the screen and then disappear, release the bottom button and hold the other two until you hear a strong vibration. This indicates the reset has started, so you have to release the other two buttons.
3. This procedure can take several seconds and from time to time the device will reset to zero showing the logo and the Fitbit.com/setup site.
4. If the bottom button is not released at the right time or this procedure is not followed correctly, the logo will be shown quickly and the Versa will restart without completing the factory reset.

@NellyG Thanks for your support.

Hope this helps. Please let me know how it goes.

[Purvs123]

I did factory reset it. Without the screen working it was tricky to tell if it worked but im pretty sure i did it. However the problem was not resolved. 

I am pretty sure that the problem is not in the software but in the hardware. I am pretty sure that i managed to hit/press it to damage the screen.  I font know what i did to it but i am certain that resets wount help.

[EdsonFitbit]

@Purvs123 Thanks for the update.

I created a case with Customer Support to evaluate your situation. Please check your inbox on the next days. They will let you know how to proceed. Thanks for your patience in the meantime.

Feel free to visit the Community at any time.