Versa touch screen not functioning

[Chrisboy]

Hey all. Today my Fitbit Versa started having issues. The display works fine, but the touch screen aspect of it no longer functions. There is no damage to it. I haven’t dropped it, cracked it, or anything like that. It just stopped working. Is there anything that can be done to fix this or do I have to get a new device? My warranty is up, I believe. 

Moderator edit: updated subject for clarity. 

[LCFulmer]

Update, after 2 factory resets it needs to be replaced. Warranty expires in December..  Good thing I have my Flex 2 so I can track my steps and workout. 

[LiliyaFitbit]

It's nice to see you around, @LCFulmer.

I am glad to hear that our Support team took care of your case and now you'll receive a replacement. Thank you for posting the update here. I hope you continue enjoying the Fitbit experience.

Feel free to explore the discussions forums to Share Your Story, Get Fitter, Find Fitbit Friends, Sharing Recipes and much more.

If you have any questions, feel free to let me know. 

[Dill102707]

Yes, thank you!! I just completed a survey too! I was very pleased with the customer service and am getting a replacement soon. I’m very thankful!

[LiliyaFitbit]

Thank you for your reply, @Dill102707. I am sorry for the delayed response. 

I am glad to hear that you had a great experience with our Support team and will receive a replacement! Thank you for completing the survey and sharing your feedback as it's really important to us. 

Have you checked our Discussions board? There you can share your story, find some fitness tips, recipes and more! Give it a look!

Keep on visiting the forums!

[quietlilsis]

I'm having the same issue. Touch screen has been intermittently unresponsive for a while, but now it won't do anything. Have tried the steps to factory reset multiple times and it will not do what it's apparently supposed to. Keep getting a big red X on the screen and it says Data not cleared Sync and try again.

Super frustrating; this thing is less than a year old.

[Pigletsmams]

Hi. I have done the above and my watch face is still not working.  I have been doing research and reading these forums looking for things to try to get my watch face to work again. I keep seeing you providing the same "help" but it is not working.  Any fresh ideas on how to fix this?

[quietlilsis]

A couple things. First I tried some sort of factory reset which didn't work initially, so I got on Fitbit support chat through the website. The first time on the chat the support person ran me thru a reset/setup as if it was a brand new device. She indicated this would fix the problem. It did not, and within a few hours the device was unresponsive to screen touch. So the very next day I got back on the website chat. Since they already had a record of the previous chat, and my device was less than a year old (which they could tell by when it had been initially set up, they sent me a replacement in the mail. They also asked a few questions about where I purchased, and when, etc. since all the info correlated, they offered the replacement. It arrived within a few days.

I will say this. I don't think my original device was quite right from day one; it always had weird functionality quirks which the replacement do not have.

Hope this helps. 

[Squonk27]

Hi.  I bought my Versa2 only a few months ago and having the same difficulties.  Unfortunately, I no longer have my receipt so I cannot return it to the store where I purchased it. 

I have done the reset so many times (pressing and holding the one side button), but as the screen only works very sporadically, I cannot get to the page to do a factory reset.  Any suggestions?

It's very frustrating.

[BF73]

Same here 😕

[dcoop]

I have the same issue going on.. this is the second versa I have had and roughly the same time frame form when the first one stopped working .. not cracked or banged, not worn in the shower or even to wash the dishes.

I have done the factory reset and everything, the touchscreen just does not work anymore, its pretty upsetting considering they arent cheap. and seems to be they only last till around the 6 month mark then start acting up.

[Catsmail]

I have tried absolutely EVERYTHING and STILL can't get my touch screen to work. I've changed back to a fitbit watch face, rebooted it, turned it off then back on, restarted it AND did a factory reset and STILL nothing. My watch isn't even a year old and this is happening. It had been turning off and in all by itself and that was annoying. What the heehaw is going on? I'm beyond frustrated!

[dcoop]

I went in and turned off the auto wake so my watch only turns on how it I hit the button, since the touch screen seems to be working (knock on wood) all other issues have disappeared tooSent from my MetroPCS 4G LTE Android Device

[Dill102707]

Contact Fitbit and let them know all the things you tried. Most likely they will send you a new watch face (keep your bands & recycle your current watch face after you set up the new one)

[Squonk27]

Nothing I did fixed my problem.  I contacted Fitbit support via chat.  I had to send some videos of the unresponsive screen and I was advised that I was eligible for a replacement.  Just a few questions to answer and my replacement arrived within the week and I have had no problems since.

[Catsmail]

I too did the same.... But even though it was deemed defective it is out of warranty (not even a year old) and they refused to help me!

Sent from Yahoo Mail on Android

[ReneeLexx]

I am also having this issue.  I have restarted my Versa multiple times, switched the clock face, and have tried to factory reset the device.  I have not been successful.  

[Richie555]

Hi I have the same issue and

my watch is under 4months old

[Catsmail]

Fitbit will not do anything with their products because there is no repair center around. I was given a voucher for a some off the purchase of a new fitbit BUT was only given 30 days to use it. Unimpressed with this whole process that I literally just gave up!

Sent from Yahoo Mail on Android

[Senecalakegrl]

I am having the same problem with my screen.  I have changed the clock face (although the one I have used for months was one by Fitbit.) I have tried to reset my Versa but as soon as I let go of the bottom right button the screen turns black.  I waited over 10 months, holding the left and top right buttons, and finally released them. The logo appeared within seconds and then my clock face popped up again.  I have also tried impairing it from my phone and also restarting my phone.  Any idea what I am able to do next?

[Dill102707]

Yes, you will need to call fitbit, I recommend calling immediately cause I just had my 2 replacement in the last yr and it took 3 weeks to get it! Pretty great service tho. I just called and said, "It's happening again! They asked me I tried thit, that & the other, which I did, they walked me through one last thing on their end and said I qualified for a replacement. Good luck!