Versa won't pair or sync to my Fitbit app anymore

[Cuquisita]

I lost my Versa 2 for a few months. We recently found a month ago, but it's date was off and it wasn't syncing correctly to my phone app. We unpaired it, but it wouldn't pair again to my app. It is counting my steps correctly now but won't sync. Well my husband did some extensive troubleshooting today but it still won't connect.

He restarted my phone several times, rebooted my Versa several times, reinstall the fitbit app several times, and even uninstalled fitbit, restarted my phone, rebooted my Versa, then installed the FitBit app in that order. It won't pair in the app - says it isn't on., and trying a bluetooth sync ends in "Couldn't pair. Check settings for this device and try again."

The last thing he tried was syncing it to his account. It synced in 3 seconds and he even updated the firmware for the Versa. He then unpaired it and tried my phone again - didn't work. He last attempt was to sign into my account on his phone and it won't pair!

My Versa won't pair to my account anymore, but pairs just fine to my husbands

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there @Cuquisita, welcome to the Community Forums. Thanks for sharing the details about the issue with your Versa and for trying to troubleshoot it before reaching out.

Beside of the steps you've performed, please do the following:

If you've removed the Versa from your Fitbit account, please make sure to also remove it from your phone's Bluetooth settings (do the same with your husband's phone)

1. Restart your Versa.
2. Turn off other Bluetooth connections when not in use (I'd shut off the other phones to avoid Bluetooth interference of any kind).
3. Plug it into the charging cable and open the Fitbit app.
4. Log into your Fitbit account in your new phone.
5. Setup your Versa.

For more troubleshooting steps, please see: Why can't I set up my Fitbit device? and Why won't my Fitbit device sync? 

Please know Fitbit products are compatible with most devices that have the following operating systems: Apple iOS 12.2 or higher, Android OS 7.0 or higher, and Windows 10 version 1607.0 or higher. For the latest list of devices that support the Fitbit app for Android, see Which phones and tablets can I use with my Fitbit watch or tracker?

Please keep in mind that when a device is not supported and does not meet the require OS 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. 

We routinely test new devices to ensure full compatibility with Fitbit devices and the Fitbit app, and are constantly working to confirm compatibility with new phone models. Be sure to verify that your phone or tablet meets the minimum operating system requirements.