Versa touch screen not working

[Charl7]

As seems to be a very common topic on this forum, I've had my Fitbit Versa for a bit over a year now and the touch screen has stopped working. It has no damage, water or otherwise. I can't do a factory reset from the settings menu because, as mentioned, the touch screen doesn't work. Performing a factory reset by holding all 3 buttons for 12 seconds, then releasing the bottom right button after the Fitbit logo appears then disappears doesn't work (once again, a problem a lot of people have here). The 'solution' being given here is to get the Versa replaced with another Versa but then the users have the same problem a few months later. Is the Versa faulty? My old Charge HR lasted a few years but my current Versa problems are making me mistrust the Fitbit brand.

Also, is the Samsung S10 compatible with the Versa yet?

[JuanJoFitbit]

@Charl7 welcome to our Fitbit Community! I'm happy to assist you with your Fitbit Versa since it's touch screen feature is not working. By the way, thank you for troubleshooting this issue before contacting our forums. I totally understand how you feel about this and I appreciate your feedback.

I'd like you to try changing the clock face to one developed by Fitbit, not a third party clock face. After this, try the 3 buttons restart again and see if the issue gets fixed.

Keep me posted on the outcome! 😀

[Charl7]

Thanks for the reply. I don't have a 3rd party clock face though- just the
standard Fitbit one.

Any other suggestions?

[JuanJoFitbit]

@Charl7 I'm sorry for the late response. However, I was able to get in touch with our Support team and was told that they sent you an email requesting some information.

Please reply to their email in order to follow up and assist you accordingly.

I'll be around if any question arises.

[Charl7]

Thanks for your response.

The support team said the next step was to replace the Versa which is disappointing. I can't trust Fitbit products if they just break for no reason after 1.5 years. Do you have any other suggestions on how to fix the screen? 

And is the Samsung S10 compatible with Fitbit products yet?

[JuanJoFitbit]

@Charl7 thank you for getting back. Since you were offered a replacement unit, I'm afraid that no other troubleshooting steps can't be provided since you already tried them all.

I totally understand how you feel and I appreciate your feedback and comments since this helps us to keep improving.

Please don't hesitate to get back if you need assistance with your replacement unit and I'll be happy to help you.