Versa stopped syncing

[jjfontanilla]

My Versa stopped syncing and I did a factory reset thinking the watch had issues. Uninstalled/reinstalled app. Cannot pair watch. Online it appears there is a major issue with software. Any ETA on a fix so I can use my watch again?

Moderator edit: updated subject for clarity

[MarreFitbit]

Welcome to the Community Forums @jjfontanilla. I'm sorry for the late response. Thanks for trying to solve the syncing issue with your Versa prior to contacting us. 

While reading your post I was wondering if the mobile device you're syncing with is included in our list of supported devices? You can see the list at: Which phones and tablets can I use with my Fitbit watch or tracker?

Please keep in mind that when a device is not supported we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

If you've not done so, I'd suggest to try the following:

1. Remove the Versa from the phone's Bluetooth settings
2. Turn off other Bluetooth connections when not in use.
3. Plug it into the charging cable and open the Fitbit app.
4. Setup your Versa as a replacement.

Let me know if there's anything else I may do to assist you with. 

[jjfontanilla]

Thank you for responding.
I have had my versa for about 9 months.
I have a Galaxy S9+. It worked with my 9+ flawlessly until about a week ago.
I disconnected my Versa from my phone, deleted it from synced devices, deleted the app, did a hard reset on the watch.
It synced a couple times where I got the number to enter on both devices, but it would never go beyond that point. It would not recognize our wireless and would not update over the Bluetooth.
I have tried every day for a week, and I cannot get my watch back online.
I have studied the boards closely, and I am far from the only person that had syncing issues after the latest upgrade.
If you have any ideas beyond what I have already done to get my watch working again I am all ears.
Thanks


Sent from Mail for Windows 10

[MarreFitbit]

Hi there @jjfontanilla, thanks for coming back and following the tips and recommendations I've provided above. 

I went ahead and created a case for you with our Support Team. Someone will reach out to you soon to offer their assistance. Please keep a lookout in your inbox to the email address associated with this account. 

Let me know if you have any questions present. 

[jjfontanilla]

Thank you.

[MarreFitbit]

You're very welcome @jjfontanilla! I'll be around if you need anything else. I hope you have a great day!