Versa stopped syncing after updating the Fitbit app

[Treacle75]

Since the latest fitbit app update my Versa will not sync to my phone or laptop! Yesterday, 25.1.21 it worked fine, I ran the app update today 26.1.21 and now it won't sync. I have used the livechat help and exhausted it, the agent basically cut me off!! 

What can I do? I now have a fitbit that is only half working.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Treacle75, welcome to the Community Forums. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services. Thanks for trying to troubleshoot the issue with you Versa. 

I've seen that our Support Team guided you through all troubleshooting steps and provided you with your support ticker in case the issue would persists. If you're running into issues again, please free to update your support case, our team will be willing to continue to help you. 

[oevilone]

So coming here after having the same problem I see that livechat help won't be of assistance. Is there a way to undo the update? This is really bad that we can't sync our data or even use the app.

[Treacle75]

How do I update my support case? My Versa will not sync at all and so far the help I have received has not resolved the problem. Taking a look at the reviews on the fitbit app every single one this past week shows that there are many of us out there experiencing the same problem which all started with the fitbit app update. Please can you revert the app back to what it was??

[Illtypical]

Yeah this updates sucks. I called customer support and all the tech had to offer was try to sync on another device instead. What BS Fitbit

[oevilone]

I tried uninstalling the app and reinstalling and that didn't work. It just spins forever while trying to do the bluetooth pairing and linking. What happens to our data during this time? We can't add food from our watch, what about our other data such as sleep? This is ridiculous.

[oevilone]

Sync on another device? Like we have multiple fitbits laying around to accommodate THEIR faulty update??

[Treacle75]

I was told to try another device too and that didn't work either. The fact that the livechat basically cut me off after running through all the steps speaks volumes!

[Treacle75]

I too have tried all those steps. They just need to re-release the previous app version IMO, it worked yesterday! Last time I do a fitbit update.

[Smceachnie]

I’ve been having the same issue and am so annoyed. I’ve been a Fitbit user for about seven years (on my fourth watch).  It’s my experience that everything about the products and support went downhill once google bought them. If Fitbit can’t resolve the issue they should replace our watches. 

[oevilone]

I just tried to phone support and was on hold for 2 minutes (that's not long at all) but was then just disconnected!! Hello?? FitBit?? You have a problem!!! FIX IT!! Let me help you with you this:

1. Acknowledge there is an update problem and you apologize for the inconvenience, let us know about if our data will transfer from our watches to the app once it's fixed.

2. Let us know when you will either 1) roll back to previous version or 2) have a patch ready for update

3. Don't diminish or write off such complaints as if they are happening to just one person. Many of us have spent hard earned dollars on our Fitbits and are trying to use them for our health and to improve it. When the company dismisses me, hang ups, writes us off, the company comes across as 'whatever, don't care, we got their money'.

4. Keep users updated about this. There is NO shame in making a mistake. The shame is in not taking ownership of it. You've made a mistake with this update. Own it.