Versa won't charge or turn on

[nicknackrosie]

my versa turned itself off and not due to low battery. Now it won't charge or switch back on again. I've tried to restart and nothing.

Moderator Edit: Clarified subject

[Jo2202]

Mine did same, 3 week ago and now when is on charger, works, but screen is black. Sent an email to customer service, they are not answering. And now I don’t have watch. Tried everything, from restarting to rebooting. 

[Rsmurff]

My son and I both have a Versa Lite and they both turned off over the weekend even though they had battery and now they won't charge or turn back on. 

[SunsetRunner]

Experiencing the same issues with my Versa.  Was working fine all day, had battery life, then went black in the afternoon.  Put it on charger and nothing, troubleshooted by cleaning connectors on back and charger still no life.

Moderator Edit: Formatting

[sargeant08]

 Mine did the same thing. I had about 38% battery life remaining and the next thing I knew the screen was blank. Tried cleaning the connectors but no luck. I had bought this in September, 2019 so it lasted 8 months. 

[Rsmurff]

I am waiting online now to chat with customer service, hopefully I can get somewhere with them

[Larson79]

My watch died over the weekend as well. First I wasn't able to access any functions and then the screen went blank. Powered if off with 100 % battery and I haven't been able to turn it on again 😞

[jenjenws]

Mine is doing the same thing. I have not even had it 6 months yet. Frustrating!

[ghate56]

It is an issue with the firmware they pushed out to the versa and ionic series watches. It is affecting a ton of people. They cant be fixed and if they are out of warranty, all fitbit will do is offer a 25% discount to buy a new one. It affected my ionic and i'm afraid it will affect my wifes versa too. Not doing the update on it. 

[Rsmurff]

I was able to talk to customer support through the chat and they are replacing mine because it's still under warranty

[sargeant08]

That's good news. I messaged them on Facebook with a copy of the receipt so I have to see what happens. I'm very disappointed in the product, it shouldn't break in such a short period of time.

[Aklaq]

My family lost two devices to updates in the last couple of months, a Versa and an Ionic...Fitbit does nothing but offer 25% to buy another device which they will kill after its warranty is up (what else is in those firmware updates as they don't post details on what they are fixing).  Fed up that one can be such a loyal customer for so many years and with so many devices in a family and now they offer peanuts for such an investment.  Spread the word ... very disappointed to have investment thousands in dollars for all my family members over the years.

[SChipman11]

Try Twitter I have had some success! 🙂 mine went dark after the update over the weekend:(

[SChipman11]

I hope they refund me then I bought a new one because I felt naked without one! I had one since 2015

[ghate56]

If its out of warranty, they wont refund, exchange, or repair. They will offer you a 25% discount on a new unit. The newer units are also experiencing issues. Only the folks that have units under the 1 year from purchase warranty are getting them repaired. 😞

[mailman1]

what do I need to do to get a new one or this one fixed. I have told thousands of people how much this has helped me to get active. do I need to tell them this is a piece of crap and you don't stand behind it? I bought it on H.S.N and plan on talking to them

[MarreFitbit · Accepted solution]

Hello everyone.

Thanks for reporting the issues you were having with your Versa smartwatches. I appreciate you've taken the time to troubleshooting them prior to contacting us. I must also say that I appreciate you helped each other in order to fix the screen of your smartwatches. I've seen some of you have contacted our Support Team and saw that you were offered a replacement already.  For the ones who are still working with our team I'd suggest to keep your conversation with them as they know what's the next step to try after everything you have done. If you haven't received a response yet from them, please note that due to recent events affecting our operations, we're taking longer to respond. I recommend not to reply twice (I mean, after the original you already sent) into the same email as it may be return back to the queue and will take longer to get a response.

Hello @Aklaq and @ghate56. I'm sorry to hear that you're going through this situation with your Versa smartwatches as well. Note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option. For our full warranty terms and conditions, see our Return Policy and Warranty.

As you mentioned, you've already spoken to our Customer Support Team  who offered a discount option as per our Warranty Policy. This is the best option to help you get back on track with the Fitbit family I'm sure our team will be more than glad to help you further with this. While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

Fitbit does not warrant that the operation of the Product will be uninterrupted or error-free. See the Fitbit Terms of Service for details of your rights with respect to use of the software and related services.

If you're still having screen issues with your Versa smartwatches, in order for me to take the next step, would you mind checking/confirming you did troubleshoot them as describe below?

1. If your Versa is still syncing (you can confirm this in the Fitbit app), switch/ed to a Fitbit clock face if you're using a third party clock face: How do I change the clock face on my Fitbit device? 
2. You've restarted your device by following the steps from this help article: How do I restart my Fitbit device?

3. Tried to change the Screen Wake setting to manual, you can find the steps to do it in this help article: How do I see the time on my Fitbit device?

Let me know if you have any questions present.