Versa screen won't turn on

[Heather.I.]

Hi there,

I've had the versa for a month and the screen wont turn on. It stays black. Its still tracking as the app is updating. I've tried the factory reset and it still isnt working. HELP!

Thanks,

Heather 

Moderator edit: subject for clarity

[LiliyaFitbit]

A warm welcome to the Community @Heather.I. .

I am glad to help you resolve the issue with your Versa's screen not turning on. Thank you for letting me know that the watch is still tracking and syncing. I appreciate your efforts to resolve the issue by doing a factory reset. I recommend trying the following steps to restart the device: How do I restart my Fitbit device?

If the issue persists, please confirm if these are the steps you've tried to do 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!