Versa won't pair again after performing a factory reset

[Bronagh24]

After preforming a factory reset, as advised by Fitbit forum from Juan (heartrate wasn't being picked up correctly). Now the Versa is not being picked up by the dashboard. I've deleted the app and downloaded it again, twice. The Versa won't sync with App and the App doesnt even recognise it's switched on. Please help me! Thank you. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Bronagh24, welcome to the Community Forums. Thanks for the details provided in your post. I'll be glad to help you to set up your Versa to your Fitbit app. 

Please note that the difficulty you are having to set up your Versa usually happens when you perform a factory reset without first unpairing the watch. In order to solve this issue, I'd recommend trying the steps below:

• Remove your Versa from your Fitbit account and unpair it from your phone's Bluetooth.
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Setup your Versa again.
• If there is no connection, restart your Versa.

If you can't get started with your Versa, usually a missing requirement is the cause. Carefully review the requirements provided in the help article: Why can't I set up my Fitbit device? 

Once the watch is linked back, please see how the heart rate monitor is doing. If your Versa is still not tracking it, I'd like you to please confirm that the heart rate settings on your watch is "On". On your device, open the Settings app > Heart Rate > tap to turn the setting On. If the heart rate is On, I'd recommend trying the following steps:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your watch, from the main screen of your watch, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Versa. To do so, open the Fitbit app, tap on the Account icon, tap on your Versa's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your watch once again. 
• Once it's done, restart your watch.
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

Hope this helps. I'm looking forward to your response, keep me posted.

[Bronagh24]

Thank you for the very detailed steps. Unfortunately I have completed all these steps( including switching heart rate off/on as instructed) and it hasn't worked. I'm currently sitting down writing this response and my heart rate is 133( see photo). After following your steps, it did seem to work and have a normal reading of my heart rate. This only lasted 30mins before the reading went up again. (just to clarify, I put my husband's heartrate monitor on at the same time and it was around 60).

Please can you help me as I love my Versa and use it to track my steps/heartrate and daily food consumption. 

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[MarreFitbit]

Hi there @Bronagh24, thanks for the update and for the photo attached. I appreciate you've taken the time to follow the tips and recommendations I provided. Since none of the steps you tried have worked, I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you as soon as possible since our support options are limited and wait times are longer than usual.

I'll be around if you have any questions present.