Versa screen went completely black and is not working at all

[marciatteberry]

Versa has completely crashed on me after only a couple months. Screen went totally black and have tried to reboot multiple times over the last two weeks and nothing shows up on the screen not even the icon. Fitbit app on my phone cannot even find it, it is completely dead! Very disappointed in Fitbit!!!! Thinking now that I should have just gotten the iWatch!!

Moderator edit: format

[SunsetRunner · Accepted solution]

Hi, if I were you I would contact Customer Support about it mentioning that you already did several restarts to solve the problem. I understand your remark about an Apple iWatch, but you will be disappointed by it, not only because of the price but also regarding the battery life, which is hardly 1,5 days. I know that cause my wife owns one. I charge my Versa once in 5 days, that's totally different. 

[JuanJoFitbit]

@marciatteberry Welcome to our Fitbit Community! I'm sorry to hear that your Versa screen won't turn on even though after you tried the restart process several times.

I'd like you to follow the troubleshooting steps that are listed in this help article. This article also contains the restart process but you can skip it since you already tried it before. After this, charge your Versa for 2-3 hours and see if it comes back to life.

Thank you for your help @SunsetRunner!

Keep me posted on the outcome! 

[marciatteberry]

I contacted customer support and they have sent me a return label, so, I can hopefully soon receive a new one. Time will tell if the new one will have issues or not. Hoping for the best.

I am sending it back in for a replacement per customer support instructions. We will see what happens.

Moderator edit: merged reply

[JuanJoFitbit]

@marciatteberry Thank you for getting back! I'm so glad to hear that our Support team is handling your case and you will receive a replacement unit. Thank you for posting the update here.

I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Don't hesitate to get back if you have any questions and I'll be happy to assist you! 

[Butt3rflz]

I am having a similar issue.  My Fitbit versa went to black screen, however when it's on the charger it will pop up my notifications, and show it is a full battery. When I take it off the charger I am unable to get the screen to come on. I am also unable to "restart" it. It just shows black screen 😞 

[JuanJoFitbit]

@Butt3rflz thank you for joining us in this thread and our Fitbit Community! Since your Versa only works when on the charger, I'd like you to try one more workaround that has been helpful.

Please clean the contacts of your watch and charger with a cotton swab. This will remove any dust that may affect the charging process. After this, charge your Versa for 2-3 hours and see if it stays charged and on after unplugging it from the charger.

Let me know how it goes! 

[Scraptam]

so I have the same problem. I was doing aqua fitness, and I felt my fitbit vibrate, when I looked at it, the fitbit logo was flashing, then it went black. now I have no response whatsoever. I have tried doing the reboot. but nothing happens. very disappointed.

[JuanJoFitbit]

@Scraptam I'm sorry to hear that your Versa became unresponsive.

However, I was able to get in touch with our Support team and was told that they assisted you via chat in regards this issue. I'm glad to hear that they offered a solution.

Don't hesitate to get back if you have additional questions.

[Scraptam]

Yes.. . As always... Fitbit support have been amazing.  A new one is on they way.😊

[JuanJoFitbit]

@Scraptam I'm sorry for the late response. However, I'm so glad to hear that they took care of your case. Thank you for your feedback.

As a side note, I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community! 😀

[Dililah]

At about 11:30 am (est) this morning my Versa screen just randomly went black/turned it’s self off and it will not turn back on! Up to this point I have never had an issue with my Versa! My battery at the time was at 68% and was syncing seamlessly with my Fitbit app! I immediately took it off of my wrist try to turn it back on, I tried charging it, I cleaned the back of it (which I always keep clean) and I noticed that the heart rate lights were completely out/black too! So I tried charging it and it still will not turn back on! I then contacted customer service and the representative (after around a half hour chat) told me that there was nothing he could do and told me to just go buy a new one! 😳 I find it crazy that my Versa randomly goes black and there is no way of fixing it!!?!  He told me that they do not offer a repair center and that I should just go buy a new one and then tried offering me a discount on their outdated models!! 😳 I find it crazy and completely unacceptable that my year old Versa that I paid $230 for it new is now worthless and I should just throw it away! That’s is INSANE! I also want to mention that my phone just updated this morning to the latest IOS 13 version and my Fitbit app updated as well! I find the timing to be very suspicious that my device receives their update and now my device is not working at all! If anyone is having the same issue or if someone has insight how how I can fix my Versa please reply to this post! I would greatly appreciate it! Thank you in advance to my fellow LOYAL Fitbit users!

[Scraptam]

Just checking age of your fitbit....you do get a 2 year warranty. My replacement is on its way. Support has been wonderful.

[Dililah]

I purchased September of 2018

[Scraptam]

Do you have your receipt. I just emailed a copy of my receipt ..it is 2 years on the versa. My replacement is expected in the next day or 2. I could not fault fitbit customer service .