Versa screen won't turn on (except on charger)

[lindseynicole93]

hi,

I just got this fitbit versa yesterday and right out of the box its having this issue. The screen wont come on unless its on the charger.

The app says its at 100% and its been charging all night. I've tried to reset it with all three buttons, the back and bottom button.

Any suggestions? i got this fitbit through areoplan with points and returning it is my last resort. please help. thanks in advance 🙂

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @lindseynicole93.  

I appreciate your participation in the Forums and sharing the details of the issue you've experienced with your Fitbit Versa screen. Thank you for your efforts to resolve the issue and letting me know that you've got the watch through areoplan with points. I understand that you've tried to restart the watch already. Were you able to set up your watch?

If the issue still persists, I recommend doing a factory reset. Please note that you'll need to reinstall any apps on your device after the reset, and if you couldn’t sync your device, then any data on the Fitbit device will be lost. In order to do the factory reset, please do the following:

1. On the watch, 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. Once the Fitbit.com/setup screen appears, open the Bluetooth settings on your phone and unpair the watch from the list. Then, please set up the watch back to your account with the instructions on this link: How do I set up my Fitbit device? 

Let me know how it goes, I'll be around. 

[lindseynicole93]

I’ve gone through the setup and factory reset it, and went through the set up again, tried changing the watch face, have left it on the charger all day, pressed all 3 buttons for more then 2 minutes. It just won’t stay on off the charger, super disappointed I was looking forward to getting a new Fitbit 😕

[LiliyaFitbit]

Hi @lindseynicole93, thank you for your reply.  

I am sorry to hear the issue persists, thank you for your time and efforts. I totally understand how you are feeling. I could see that you got in touch with our Support team about this already. I've updated your case so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

If you have any questions, feel free to let me know.