Versa will not unlock

[sayuriarwen]

My versa was my friends. She revoked access. But fitbit won't allow me to set up because it keeps saying 'unlock with phone.

Her phone isn't connecting to the fitbit as I made sure to revoke access.

Walletpay GooglePay has been deactivated.

I can't set up versa as it asks for 4 digit number on fitbit but fitbit says 'unlock with phone'.

Tried to factory reset the fitbit using 3 button method and didn't work. Still asking me to unlock with phone even though the phone is already unlocked.

Please help.

[Rich_Laue]

Your friend should have done a factory restore before handing the phone over. 

Is the Versa still connected to your friends Fitbit account. If so then they can use the app to reset the pin, then they can do a factory restore. 

BTW the pin should be set for Fitbit pay only and then you would not have an issue. 

If the tracker is not connected to your friends account, shame on them, we will need to factory reset. 

Fitbit OS hardware reset.

On the watch, hold all three buttons for about twelve seconds. This will trigger the 2-button hardware restart after about eight seconds.

- When the Fitbit logo appears, then disappears, release the bottom right button, whilst continuing to hold the left and top right buttons until you feel a strong vibration. This indicates the factory reset was initiated.

- This process may take several seconds, and eventually, the Fitbit logo appears and the device boots and displays go to Fitbit.com/setup.

- If you fail to release the bottom right button in time or otherwise don't follow the procedure precisely, the Fitbit logo reappears quickly and boots without factory reset.

[sayuriarwen]

Hi Rich. I tried to set up the versa back to my friends phone and she got the same message when it came time to enter the 4 digit pin to set up 'unlock phone'.

I also tried the reset you explained below. 

Once I released the bottom right button after the logo appeared and then disappeared I was holding the other 2 buttons for more than 3 minutes. I gave up and released both and it didn't fix issue. Should it take more than 3 minutes? It seems like my versa won't factory reset.

Anything else I can try?

[Rich_Laue]

Was the tracker removed from your friends Fitbit account? If your friend has not removed the tracker from their app, they can reset the pin. They will need to prove they are the owner by entering their phones unlock code. You noted that the app is asking for the phones unlock pin. 

[Epe71]

I have problem same as you, did you manage to unlock it please reply thank you

[sayuriarwen]

She unpaired the fitbit from her phone. She cant even register the device to her phone anymore as the screen won't show the 4 digit number when registering. It just says 'unlock with phone' and she's using the same phone she used when she had the fitbit.

Does anyone else have any other ideas?

Other than clearing the fitbit cache, updating the phones software, factory reset (which won't work), deleting and reinstalling the app.

I get it. She went about getting rid of the fitbit the wrong way.

But fitbits shouldn't be this sensitive that a missed step would render the entire device useless. 

Any Other ideas?

[sayuriarwen]

Just got off the phone with fitbit support.

Nothing can be done if factory reset won't work.

They are organising replacement once I email proof of purchase.