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Versa won't connect to my phone anymore

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‎04-22-2022 19:16 - last edited on ‎04-23-2022 07:02 by Fitbit Moderator

‎04-22-2022 19:16 - last edited on ‎04-23-2022 07:02 by Fitbit Moderator

I have a Versa 1 and my phone is a S22 Ultra on Anroid 12. I got my phone a couple of months ago and I had no problem connecting the Versa to my phone. A couple of days ago I went into the Fitbit app and noticed there was a firmware update available. I went ahead and updated the Versa and went to sleep. The next day I noticed the time on my Versa was way behind compared to the real time. Throughout the day I tried syncing my device and I kept getting the red exclamation mark.

 

I did all of the troubleshooting that is recommended. Restarting my phone, shutting it off completely for a few minutes then restarting, turning on and off my phone's Bluetooth, resetting and factory resetting the Versa, force stopping the Fitbit app, uninstalling and reinstalling the FitBit app, clearing the app data... everything. 

 

I went ahead and removed the device from my FitBit account and after a few more restarts I was finally able to reconnect my Versa to my phone. Then about an hour later I noticed the Versa wasn't syncing again. I tried doing the removing device and reset steps again but now the Versa doesn't even appear on my Bluetooth list in my phone settings. I did a factory reset on my Versa and now I'm stuck on the screens where it says to download the FitBit app to get started. 

 

I've chatted with FitBit and tried all of their troubleshooting steps but nothing is working.

 

Moderator Edit: Clarified subject

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‎04-23-2022 07:04 - edited ‎10-07-2024 11:27

‎04-23-2022 07:04 - edited ‎10-07-2024 11:27

Hi there, @keylo36. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa before reaching out. I understand how you must be feeling. 

Please feel free to reach out to our Support Team once again if you have any further questions or concerns regarding the outcome of your case. Since you have reported this matter to our Support Team, please note there's nothing left we here in the community can suggest other than reaching out to our team again. 

Have a good day. 

Maria | Community Moderator, Fitbit


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‎04-23-2022 07:06

‎04-23-2022 07:06

I have a Versa 2. Same situation. Did EVERYTHING recommended and now my phone's Bluetooth can't even see the Versa 2 as a device to even try to connect. 

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‎04-23-2022 08:15

‎04-23-2022 08:15

I am having an issue after an update also. I cannot log into the app but can log into Fitbit on the web. I tried everything and as a last resort turned to support. After a painful hour of questions like "have you checked your spelling" or "have you restarted your phone?" while waiting 5 minutes for the person to respond to my answers, I finally had to call it a night. I left my email and said to get back to me if the figure it out. This morning i find an email asking for a screenshot of the error message. How useless is this request? it says, "the password or email is incorrect". This is beyond frustrating. I don't have the time to address this nonsense until Fitbit decides to get to the real issue. right now, my Versa2 is useless as well

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