Versa stopped syncing with phone

[SunsetRunner]

I've been having syncing issues with my Versa (like quite a few others who have been complaining about it) for almost a month now and I just had an update for the Fitbit app on my Galaxy S8. Thinking updating the app would fix the syncing problems I proceeded, but alas, my Versa still would not sync. So after trying every single possible thing suggested in all these posts where people are having syncing issues, I was down to my last resort- a factory reset. Well, the factory reset didn't even work. I am now stuck with a tracker that only shows a red x and "data not cleared; sync and try again". Once again, after perusing through other posts with this similar issue and trying to reset my Versa numerous times, the red x and message are still there, and my phone cannot find my device for it to sync (which, as I stated above, it's been having problems doing for weeks!). Yes, I've removed the device from my account, disconnected the Bluetooth, restarted my phone, deleted and reinstalled the Fitbit app, my phone OS is up to date, my Versa software is up to date; I've done everything I can think of. This is extremely frustrating because this thing was not cheap; it seems like way too many people are having syncing issues and it feels like nothing is being done to find a solution that works for everyone; every Fitbit tracker I've owned doesn't seem to last more than a year and a half, and every time an issue arises that cannot be fixed, my tracker is conveniently out of warranty. I do not plan on replacing this tracker with another Fitbit device if nothing can be done to fix my latest problem.

(sorry for the rant, I'm just frustrated and tired of dealing with these problems)

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@SunsetRunner it's great to see you in our Fitbit Community! Regarding your Fitbit Versa, I'm sorry to hear that your Fitbit Versa stopped connecting with your phone. I totally understand how frustrating this is for you and I appreciate the time spent trying all the recommended troubleshooting steps before contacting our forums.

Since the issue persists, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

Keep me posted on the outcome! 

[SunsetRunner]

I have had a problem with this ever since the app update that changed to front loading screen layout. I have to either restart my phone or my fitbit or BOTH to get it to sync at least once a day. 

[SunsetRunner]

I am having the same issue since the update a few days ago. Literally tried everything possible, even factory reset. Help??! 

[nellaru15]

I have had the same problem. I bought it in 9/2018, so less than a year ago. In May it stopped syncing. Tried everything, nothing worked so they sent me a replacement device. Set that up and it worked for a month and a half before it stopped syncing and doing the same thing. Tried everything again,with no luck, then I did a factory reset as a last resort also and now I cant even use the device because it wont set up with my phone because it cant find it. So yet again they are sending me a replacement device. My warranty is up in a month so I am sure it will stop working just after the warranty runs out. It is very frustrating especially for how much these things cost! I expected it to last more than a few months! 

[SeattleVet]

Add another one to the list!  Over the past week I've had to do multiple restarts on the Versa, multiple reboots of the phone, turn Bluetooth off and on and still I can *maybe* get it to sync once or twice a day.  

Once in a while the App tells me that I need to restart Bluetooth, or that I need to turn on Notifications (they *are* on...I give the Versa way more access than most other things!).  

The Versa loses time very rapidly when it gets into this mode, and also eats the phone battery.  My last successful sync today was at about 2:00 PM.  It's not just after 7:00 PM, and in the last 5 hours the Versa's time has fallen behind by almost an hour.  Alarms are useless at this point, since I know that they will almost always be very late, or, if it actually syncs while the time was off it can sometimes skip over the actual time that I had an alarm set for.

Very frustrating - my Versa is just about a year old, and, while I've had a few sync problems in the past (usually very quickly resolved) these new problems are very persistent.  Whatever changes you folks made to the App really need to be backed out until you figure out why so many are having massive problems with getting these units to sync.

[abigail5800]

I am having this exact issue. It is so beyond annoying. I really rely on this for heart rate info and sleep tracking. I have had nothing but issues since the update.

[mzkitty11]

My Versa stopped syncing to my phone this week and I am trying everything. Looks like this is a major issue! I really hope Fitbit corrects this problem. I was so happy for two years with my Charge and upgraded. I need to go back to my Charge except I gave it to my daughter. I've only hady Versa a little over a month.  Fitbit please help resolve this issue

[Movin4wrd]

Hi! I just have had the same problem syncing with my Versa. Followed the typical protocol Fitbit requires that you should do and no surprise it didn't resolve the issue. Called Fitbit CS, went through all the steps, to try to rectify the problem with no luck. CSR had me factory reset the Versa, which ended up bricking the device. I am also using a Samsung Galaxy device. It was not very difficult to realize that they have a known problem/issue specifically with the Samsung product syncing via Bluetooth since about a month ago. They finally approved replacement for my Versa after about a hour on the phone. Call CS, jump thru their hoops and you should get a replacement. They know something is wrong and tried to blame my device (phone) until I indicated that it was a company device and my it department verified that all was well with my Samsung. For Fitbit this is cheaper than doing a recall .

[james9876]

The same for my Versa. Flaky connection at best now completely unoperational. Tried on various phones and laptops, not visible on bluetooth. Facory reset no help, now just a welcome screen asking to download app and set up - which you can't as the Versa bluetooth has failed

Not even a year old, very disappointed

[MorningZig]

Same issue & same Samsung phone. The problem is known but Fitbit doesn't offer any solution. Already changed Versa but syncing problems are ongoing (& getting worse). I really think Samsung users need to consider alternative to Fitbit. What is the point of a tracker if it does not sync to your phone as & when needed?

[Cryss2]

iPhone users are having the same issues. It has something to do with that latest update. My app was working wonderfully until I accidentally hit the update button. Now all it says is “ unable to sync” and I really dislike the new look. I've been trying to go back to the previous version.

[SunsetRunner · Accepted solution]

There is no solution to this problem. Your best bet is to get another device- whether it be Fitbit or a different brand is your choice. I will not be buying another Fitbit device and will not recommend it to anyone else because I've had a problem with every tracker I've had. Hope all y'all who are having this problem find some kind of solution.

[GocartMozart]

Yes, that app update has been a disaster.  The syncs got worse and worse and now I rebooted both Versa and the iPhone and now the app can't find the Versa.  Meanwhile the clock on the Versa loses about 1 minute of real time for every two hours it doesn't sync.

I've bought 5 Fitbits for my family members plus me, and stuck with it through a bad Surge.  But this latest app update, if not fixed, will have me looking at Garmin or Apple.   I know the company is struggling but issuing an app that breaks everything for users and not fixing the app won't help!

[SeattleVet]

Mine loses a vast amount of time.  It shows that I had a sync at 11:36 this morning, it's now 9:30PM local, and the Versa is showing 7:03, for a loss of 2.5 hours over part of the day.  Pretty useless as a timekeeper.

The app update that came in this morning at least allowed me to un-brick the device - it actually found WiFi, installed the update, and did a sync.  Since then, though, it has not been able to sync, connect to WiFi (or Bluetooth), and has been losing time at a totally unacceptable rate.

I have to contact Costco to get a copy of my receipt; I bought the Versa right around a year ago, and I think it may still be under warranty for another week or so.  Not sure how much getting a warranty replacement will do, though, since there are so many others having exactly the same problems with newer and older devices.  I really hate to have to just use this as an expensive paperweight.

[Bdubbs12]

I'm in the same boat. I already had my Fitbit Versa replaced once because the battery started sucking and was dying within hours of a full charge. Why is it STILL not syncing? There's obviously something wrong with the manufacturer,  because of all the people having the same problem, and not getting it resolved. You're losing a lot of customers because of this, and I'll be one of them if syncing issues aren't fixed on your end. By the way, I've only had my Versa since December 2018. Yeah, not even a full year, and I'm having DAILY syncing issues. 

[klc1244]

I am having the same issue. My Versa will not sync since the update. I get constant notifications that it won't sync. I have restarted both the phone & Versa, uninstalled & reinstalled the app. So frustrating!! 

[AmyG1225]

Yep, same here!  I have tried everything.  I was already annoyed for not being able to have the Versa and Charge 3 on the same account with no mention of this before purchasing!!  I had to go through the trouble of returning and waiting for my refund.  And now this?!  Are you kidding me??  

GOODBYE FITBIT.... Hello Samsung Galaxy Active (or any other brand besides Fitbit)  

[JuanJoFitbit]

Hi everyone! I'm sorry for the late response. However, I'm sorry to hear about the syncing issues that you are experiencing. I totally understand how frustrating this is for you.

I would like to help you with this issue. If you haven't done so, I'd like you to try the troubleshooting steps that are listed in this help article. This article may contain steps that you already tried but you can skip them and proceed with the rest. After this, monitor the syncing feature and see if the issue gets fixed.

Let me know how it goes.

[SunsetRunner]

Ok, I think most of us have been through chat or actual people live help - the "help article" is nothing more than the script we have all been walked through before. And believe me I have been walked through about half a dozen to date. I have made sure all my updates are current for both my phone and the Fitbit app. I have checked my bluetooth settings and they are working fine. I have restarted my Fitbit (every SINGLE DAY) because that is the only way to get the current app update to sync at all.  I have uninstalled and reinstalled the latest version of the app that suddenly caused all these problems several times. I have tried syncing my Fitbit on my LG phone, my daughter's Samsung phone (which is on the approved device list), and my LG tablet - IT DOESN"T WORK WITHOUT REBOOTING EVERY SINGLE DAY.

I really don't like that the tech support is insisting that we have changed or set something wrong on our devices. They all worked PERFECTLY until the app update with the massively redesigned landing page. I mean mine worked great from Day 1 in 2018 and I suddenly have "tech support" telling that the reason it stopped working overnight is because my phone isn't on the compatible device list? They actually told me I needed to get a new phone (!!) when it was THE APP UPDATE THAT CAUSED THIS.  Continued deniability at this point by Fitbit is ridiculous.