Versa special edition not keeping a charge

[zozomichelle]

My mum plugged in her versa to charge it overnight and when she woke up and took it off charge the screen turned off. when it is plugged into the charger, it switches on and you are able to access the menus but as soon as it is off the charger the fitbit switches off and has no power at all. 

I have tried resetting it but the buttons don't do anything.

She was given it by a friend and i think its around a year old.

Moderator edit: updated subject for clarity

[SunsetRunner]

Hi, I would advice you strongly to contact Customer Support about this problem. 

[JuanJoFitbit]

@zozomichelle welcome to our Fitbit Community! By the way, I'm sorry for the late response. However, I appreciate the time spent trying the restart process before contacting our forums.

If you haven't contacted our Support team as advised @SunsetRunner, I'd like you to try the troubleshooting steps that are listed in this help article. This article contains the restart process but you can skip it and proceed with the rest. After this, charge your mother's Fitbit Versa for 2-3 hours and see if it keeps a charge after unplugging it from the charger.

Keep me posted on the outcome! 😀

[zozomichelle]

Hi,
thanks for getting back to me. Unfortunately the Versa still isn’t working. I have managed to do a factory reset while it was plugged into the charger, but its stuck halfway through the reset so now it doesnt reboot when its on the charger and still switches itself off when removed from the charger.

I will contact customer services.

Thanks

[JuanJoFitbit]

@zozomichelle I'm sorry for the late response. However, I would like to follow up and would like to know if you contacted our Support team as you mentioned above or if the issue got resolved.

Looking forward to your response! 😀

[zozomichelle]

Hi,
I contacted customer support and they are sending a replacement out as it wasnt fixable

Sent from my Huawei phone

[JuanJoFitbit]

@zozomichelle thank you for getting back! I'm so glad for the great news. It's great to hear that you will be back on track with a replacement unit.

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! 😀