Versa set up http error 500

[LeezaLou]

**UPDATE: I have just set up my versa with no issues at all. All working fine so far, so maybe the glitch has been fixed**

I have a versa and I tried to set it up and all I got was a ‘http error 500’. I have spoken with the help desk and we tried everything but nothing worked. After an hour of trying he said there is a fault with the app. Can someone advise when this will be fixed please. 

[HeydyF]

Hey @LeezaLou, welcome to the Community! At the moment, it seems that our team is aware of this error affecting users trying to set up their trackers to iOS devices. They're working to get this resolve as soon as possible as this just came up a few days ago but in the meantime, you could try setting up your watch by following the setup process in our help site or with a different device that is compatible (note that this is just to complete the setup process, once you've set your tracker up with another device, you can attempt to force quit your Fitbit app on your iPhone, open it again and see if your tracker appears as paired and syncs to your iPhone) 

Let me know how it goes! 

[Meegzz]

I am having this exact problem too. I picked up my watch today.  Spent so many hours trying every option to fix - nothing has worked! Tried live help. Tried it on my computer thinking that would help- no same issue but different message-  can’t connect to ifit.com

So frustrated. Looks like this has been a problem for a while. Why are they still being sold if people can’t set it up. 

Hope it is sorted soon otherwise only option is to return it. Fingers crossed. 

[LeezaLou]

They keep telling me they are working on it. I’ve gone back to using my old device. 

[Meegzz]

Yes I am being told the same thing. “They are aware of the issue and are working on it”. Think it has been days now. Surprised at how long it is taking. I am new to Fitbit. Not a good or positive start. 

Will wait another day or two then return it. Have a feeling this is going to drag on. 

Let me know if you hear or get a solution. 

[Rodney1957]

I have the same problem.  It is not just an iOS problem.  My brand new Versa set up fine on iOS the day I got it.  From others I have chatted with, this problem uniquely occurs after performing a factory reset on a Versa and attempting to set it up under a different account.  Once a factory reset is performed on the Versa, I am unable to set up the watch on ANY supported device.  I have tried iOS, Windows, and Android.  The Versa was not listed as a supported device on my Mac or iPad.

[LeezaLou]

If that’s the case then they need to let their support team know. They told me to do a factory reset when trying to resolve the problem. I’ve not heard back from them yet with a solution. It’s really annoying. I’ll update on this feed if I hear anything useful. 

[Rodney1957]

Did your Versa ever work from day one?  Has it ever been successfully set up?

[joseramos]

I bought mine about a month ago, and it was working fine. Created a new account to reset all my stats (because apparently this is the only way to do it), but now I am not able to pair.

It makes it to the part where it asks for the pin, and then I get the http 500 error.

[Rodney1957]

Exactly the same situation as me.  Tried to setup under a new account (to reset stats).   Got problems.  Factory reset was one of the suggested things to try. 

[LeezaLou]

Yes. It worked fine when I got it. However I wanted to reset my account so deleted my old account and tried to set up a new one with a different email address. It has never worked since, even though it was a new versa and as far as it knew, it was being set up with a new email account. Really frustrating. Mine gets as far as entering the pin then the error appears. 

[LeezaLou]

That is exactly the same as me. I spoke to support and they tried everything. They then said it was an error with the app and I’d have to wait for the app to have a fix. 

[joseramos]

So, if you tried to reset your account stats by creating a new account, you appear to be having this error. I am wondering if my Versa is still tied to my old account, and that is why I cannot pair. I don't recall removing my Versa from my old account, I just deleted the account.

[LeezaLou]

I thought this too. But when I spoke to the support team, they assured me that deleting the account deletes all devices from that account leaving them to be set up as new. Also they pointed out that if I’d sold on my versa, all I should do is factory reset it. The next person that has it will link it to their account. The factory reset deleted any connection with any account. That’s why they said it’s a problem with their app. 

[Rodney1957]

I also just deleted the account and didn't remove the device from it prior to doing so.  When you delete the account, there is supposed to be a grace period under which you can recover the account.  That didn't work either.  I was going to recover the old account and try to setup under the old account again.  When I signed onto the old account and was presented with the "Recover" button, I get the "Oops, something went wrong error" and cannot recover the account.  

The whole reason I bought a fitbit versa was because I had a Charge HR (which I liked) and had a firmware update fail half-way through.  This made the device completely unrecoverable, and it was 3 years old, so I was out of warranty and couldn't get a replacement.  I saw many people on the internet had the same problem with the Charge HR.  I am almost thinking this was intentional to force people to buy a new device.  I should have gone with Apple -- but actually like fitbit devices better.  Some of my fitness-freak friends tell me that Garmin is the best.  They also agree fitbit is better than Apple.

[joseramos]

I too tried to recover my old account to see if I could pair with it. Unfortunate, I also got the "Oops, something went wrong. Please try again" error.

I have been  a long time Fitbit customer, but this might just make me switch. My Versa is completely useless; who knows when or if it will work.

[joseramos]

Called Fitbit support and they walked me through some troubleshooting procedures (all of which I had already tried), and nothing. Still getting the same error. Even had me try setting it up on my old iPhone 6 that I had lying around; still getting the same error.

Was told that the issue was only present on the latest version of iOS. Both of my phones are running iOS 11.3.1, which is the latest version. Was also told that the engineers are aware of the issue and are working on it. They opened an incident and would get back to me.

Can anyone tell me if they are having the same issues on Android?

[Rodney1957]

Same issue on Windows 10.

[Meegzz]

Going to try tomorrow on my sisters android phone, I will let you know. 

I was told to reset too by support. Frustrating. I got rid of my old account as I wanted fresh data my daughter had been using it and was old enough to have her own account. Should have left it as it started working on there. Never got very far but at least it accepted the code. 

Now I have nothing. Wish I knew not to start on one device and switch. Mine is only 2 days old, going to return it if it does not sync with the android tomorrow. It is useless. I will see if they will swap it for a new one and see if it will work. Disappointed in Fitbit and their slow response to this issue. 

Looks like we are all in the same position. Surprised there are not more people on here with this issue. 

[Meegzz]

Windows 10 same problem. I did get an email saying try Fitbit connect to try and sync it. Will try that soon. Getting a bit sick of it all, day three and still nothing. No end in sight!