Versa will not connect to Moto z2 play

[Tammymitchell]

Versa stopped syncing and will not connect. Tried uninstalling and reinstalling and still doesn't help. What do I need to do?

[JuanJoFitbit]

@Tammymitchell Welcome to our Fitbit Community! I'm sorry to hear that your Versa stopped syncing with your phone.

Please check out this help article, which has a list of the supported devices. If the Moto Z2 is not listed, I'm afraid that this could be the reason that the syncing function stopped working since the phones that are not supported, we don't guarantee that all the features will work properly.

Let me know if you have any doubts! 

[Shuga217]

I'm having the same issue. When I called to complain they told me to 'force stop' the app and restart my watch. I'm still having issues. I complained that they should have these watches compatible before putting them on the market, their reply was 'there are so many different phones that they make sure they are compatible with the most popular ones first'.That I should get on the forum and complain, which by the way I have, and Facebook!! The more likes you get the more the chance of them making the Versa compatible to the Moto Z2!!! I told them I didn't buy the Versa for it to work some of the time with some of the apps, would you buy a car that only worked some of the time and does some of the things, some of the time.... I got radio silence! My suggestion is to keep complaining!!

[MarreFitbit]

Hello there @Shuga217, it's nice to see you around the forums! I am sorry to hear that you are going through this situation. I appreciate your feedback for the Fitbit environment, customer service and devices. 

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. You can see the full list at: Which phones and tablets can I use with my Fitbit watch or tracker?

Since your Versa used to sync with your Moto Z2, besides the steps recommended from our Support Team, please go to the Bluetooth settings on your phone and remove the tracker. In the list of Bluetooth devices you'll see the Charge 3 and next to it, this symbol "!". Hit the symbol and it will take you to the next step, once you're there select the option that says "Forget this device" or "Unpair".

Once you've made sure about that, go back to the Fitbit app, go to the "Account" option in the upper right corner and select "Set up a Device". This should start the setup process for your device. 

If the issue is not solved after the above steps, please take a look at the help articles: Why can't I set up my Fitbit device? or  Why won't my Fitbit device sync?

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