Versa won't pair with any of my devices

[SunsetRunner]

Hi everyone.  Sure hope someone can help me today.  It's been an incredibly frustrating day...I've spent the whole day trying to fix this myself. 😞  Versa wasn't syncing correctly and the watch tile is gone from the app.  I tried soft resetting.  That didnt work. In frustration I then did a hard reset.  Now, the watch is stuck on "you  must download the app to continue".  My phone and laptop cannot find the watch in bluetooth.  I don't know what to try next???  Thanks in advance for any help you may be able to give me 🙂

Moderator Edit: Clarified subject

[Getfitme]

Hi Rich,

Thanks, yeah I get that.  Trouble is I'm getting really frustrated with this stupid thing!  Any help you could offer me with this would be hugely appreciated.  Its stuck on the "download the Fitbit app to start" in multiple languages.  The green lights for the hr on the back of the versa are not showing at all.   I've spoken with customer service and they confirm the Versa is still linked to my account.  It is not however showing up on my account.

[MarreFitbit]

Hello everyone. 

I'm sorry to hear you're having difficulties when trying to set up your Versa Smartwatches. I appreciate your time and efforts in trying to troubleshooting them. Thanks for letting me know that some of you've already contacted our Support Team.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. I'd like to give thanks for the feedback you've provided towards our product and Customer Support. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback. 

As @Rich_Laue has recommended and mentioned, these kind or errors you're receiving on the display usually appear when you performed a factory reset without before unpairing the device. Is recommended that should unpair your smartwatch from the Fitbit account and phone's Bluetooth settings and perform the factory reset.

Hi @SunsetRunner, @Getfitme, @relfoy (it'd be worth the try), in order to move forward, could you please confirm if you've tried and followed the steps below as described?

1. Unpair your smartwatch from the Fitbit account
2. Unpair your smartwatch from the phone's Bluetooth settings (if you have your watch paired to more than one phone, please unpaired it from all devices). Your Fitbit shouldn't be paired to any Fitbit account or any phone at this point.
3. Force quit the Fitbit app.
4. Turn off the Bluetooth.
5. Shut off your phone and turn it on after 1-2 minutes.
6. Turn on the Bluetooth.
7. Setup your device again.
8. If there is no connection, restart your smartwatch once again. 

If you can't get started with your Fitbit device, usually a missing requirement is the cause. Said so, I'd wonder if the mobile device you're syncing with is included in our list of supported devices? You can see the list at: Which phones and tablets can I use with my Fitbit watch or tracker?

Fitbit products are compatible with most devices that have the following operating systems: Apple iOS 12.2 and higher, Android OS 7.0 and higher.

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. 

I'd advise to follow the troubleshooting steps provided here: Why can't I set up my Fitbit device?

Hi there @SariFitter, it's nice to see you around the Community Forums. I'm glad to hear that you're now back on track.

Give this a go and let me know how it goes. 

[SunsetRunner]

@MarreFitbit my versa won't connect to my Samsung Galaxy S6 - I followed all your steps/suggestions and then when I attempted to restart my watch as the final step, it won't turn on and is 100% charged. Any suggestions at this point as I'm getting frustrated nothing is working!

[Getfitme]

This has been a very exhausting journey.  After the updated Fitbit app a few days ago I tried to setup my Versa once again.  This time amazingly it worked!!!  I almost fell off my chair!

Unfortunately now the Versa was actually setup and updated to the latest version of software (which would have been fantastic) it began losing time and was only syncing once or twice within a 24 hour period.  I unpaired my Versa from my Samsung and after that didn't help (couldn't repair no matter what I tried), I then decided to remove the Versa from my account.  These moves may have been huge mistakes.  Still, I was not able to connect my watch to the app.  The watch was "working", as in it now had a clock face showing and I could go into the watch to look at settings etc.  But it was not connecting with the app, and it was steadily losing time as I said.

I have been dealing with this through emails with customer support.  As a last resort today it was decided to factory reset the Versa by going into the Versa itself and then through 'about'.  

Done that, and now I'm back to the looping of the foreign languages + English saying "download the app to start".  Tried setting it up again and it's just not happening.  I've checked my phone to give numerous permissions to Fitbit, still nada!

I have a Samsung Active 2 arriving hopefully today (my birthday present to myself to cheer me up after this mess).  

Unless someone here can offer any further advice to get the Versa up and running, I guess I'll be moving onto the Active 2 permanently.  It's a shame, I've loved the Versa over the last 2 years.  I'll probably check out trying to setup again every month or so...just in case Fitbit have fixed their app.

See you guys, off to Samsung land

[Rich_Laue]

While you can unpair the tracker from the phone @Getfitme you can not repair the tracker. You never paired the tracker when you first setup the tracker.

As for remixing a nob syncing tracker from your account, you are only digging a deeper hole to climb out of. Doing a factory reset is like bueying the tracker at the bottom of the hole 

Right now, reading your post, I'm nor sure what the problem is.

If you get a new phone, then remove the tracker from the old phones bluetooth and at least log out of the Fitbit app 

Normally when switching phones, a user simply loads the Fitbit app and logs into their Fitbit account, accept permissions and setup notifications.

I'm not sure but I think you have to treat the tracker as if it is brand new.

[Getfitme]

Hi Rich, thanks for your reply.   I apologise if I havent been very clear and precise about what the problem is with my Versa.  Honestly, this problem is driving me nuts.  I will endeavor to be clearer in laying out the issues.   I have been working with the support team via email and they have been great in making suggestions to try.  However, I feel we may be nearing the end of the road with this Versa and so I appeal to the community and good folks like yourself for any further ideas you can think of trying.  🙂

On that note I am posting here a copy of my latest email to the support team which lays out all the latest issues I'm having (hopefully laid out clearly?).  Any further help you or anyone can offer would be very gratefully received.  Thanks 🙂

"

Hello again,

After my last email the following has happened:

1. I managed to get a phone (Huawei) to pair with the Versa through the process of setup.  It is still currently paired. The app found my internet connection and I chose the settings for our internet here. That seemed to go well.
2. Having achieved that, the phone then was able to update the Versa to the latest version.
3. However, the app on the Huawei is showing the version 32.6.1.1. I cannot use the app as it is telling me that I need to do an update!
4. The Versa itself, if I swipe into settings, is showing that 32.70.8.0 is now downloaded and running on the Versa.

Why is the Versa showing the updated version, but the app is showing the Versa is running only 32.6.1.1 under “Firmware Version”?

I have uninstalled the Fitbit app 3.22.1 again, and re-installed the Fitbit app again, version 3.22.1

This has not helped. There is a discrepancy between what version is installed on my Versa and what version the app is saying is installed on my Versa. It seems clear to me that the problem is your end, not mine. Can you please take a look at my account and as necessary fix things from your end?

Note: my Versa STILL CANNOT sync my Versa to the app (the last sync possible was last night when I managed to setup the update on my Versa after the Factory Reset – time 23:27). This of course means that the Versa is continually losing time and cannot be relied upon for even that basic function.

The battery of my Versa is sitting on FULL. If I try to do the update the app is telling me that I need, it cannot do it. I just searches and searches and searches. I have tried holding the bottom left and right buttons on the Versa itself to reset the Versa as the phone is trying to search for the Versa. I have tried updating over both Bluetooth and also Wifi. It still cannot find my paired Versa. I have tried shutting down and restarting my phone. This does not help either. I do not want to unpair my Versa from the phone as it has taken MANY days just to get it paired with any phone at all.

Note: I do not seem to be able to connect the Versa to wifi under “Settings” “General” “Wi-Fi Settings” either. It just keeps going around and around and around.

I have opened the “keep-alive widget” slider.

All further help is GREATLY appreciated 😊"

[Rich_Laue]

Stop doing a factory reset @Getfitme , also please tag me.

Have you tried the stand things like shutting down the phone, clear the phones cache, stopped the Fitbit app?

[Getfitme]

Hi @Rich_Laue  yes I have tried all the things you mention.  I have also read and followed all the usual help notes advised by Fitbit that I could find.

• Thank you that you are willing to help me.  I will follow your instructions to the letter.  🙂   (Please note that I am an ex-pat living in Thailand, so there will be a time zone difference).

[Getfitme]

Hi @Rich_Laue 

I have updated news on this problem.

Last night, somehow, my Versa became "seen" by the app on my phone and when I clicked "update version on tracker" on the screen of the phone it downloaded and installed the new update. So, while the Versa had already updated a few days ago, the app was now recognizing that update also.

The versa was then synced. The time displayed the correct time 🙂 Yaay!!!

But, I unfortunately have not been able to sync the watch again since last night. The watch is back to losing time, so far about 15 minutes.

So, if you could please just help me to fix the not syncing problem them all would be great.

I have just tried uninstalling the app and then reinstalling the app again. This did not help at all.

[relfoy]

Hey, @Getfitme  , I definitely am finding the Samsung active 2 I got is way better than the Versa..Even when new the initial setup with the versa was problematic ...The Samsung active 2 setup was so smooth...Personally I think it is a more accurate tracker......The advice by support to do a factory reset wasn't a good idea...the second time doing it has my versa stuck on just the fitbit logo...I've let the battery drain to 0% and recharged to full...didn't make any difference....also when trying a 3rd reset never get any vibration...hope you finally get yours back and working 

[Getfitme]

Hi @relfoy   I received my Samsung Active 2 yesterday.  It's a dream to get started with it!  Setup, boom, done!  Sync with phone, boom, done!  It's a beautiful looking watch too.  You're so right, just everything about it is smooth and seamless.  I love it!

I'm still hoping the Versa may be able to be fixed.  I'll use it as a backup for certain situations.  The ONLY problem with the Versa now is its refusal to sync and because of that its quickly losing time 😞  (I wish Fitbit had left the all day sync button on their app, maybe that would have helped?)

[Getfitme]

Hi @Rich_Laue  You dont have any further advice for me?

[MarreFitbit · Accepted solution]

Hi there @Getfitme, thanks for the details provided.

We understand where you're coming from, we're sorry to hear that you're going through these syncing difficulties with your Fitbit devices. We'd like to give thanks for the feedback you've provided towards our product, please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback. 

As I've stated before, if you already have an open case with our Support Team the best thing to do is to keep the conversation with them as they'll know what's the next step to follow after they do a closer look into your case.

Also, as we shared above, depending on the mobile device you own, there are different troubleshooting steps for you to try, that's why we ensure that everyone has follow the steps from this help article since we've seen that sometimes users skip steps.

Said so, if you've exhausted all troubleshooting, please follow these steps as described below?

1. Unpair your smartwatch from the Fitbit account
2. Unpair your smartwatch from the phone's Bluetooth settings (if you have your watch paired to more than one phone, please unpaired it from all devices). Your Fitbit shouldn't be paired to any Fitbit account or any phone at this point.
3. Force quit the Fitbit app.
4. Turn off the Bluetooth.
5. Shut off your phone and turn it on after 1-2 minutes.
6. Turn on the Bluetooth.
7. Setup your device again.
8. If there is no connection, restart your smartwatch once again. 

In addition, note that the list of the official mobile devices with the Fitbit app, can be found at: Which phones and tablets can I use with my Fitbit watch or tracker?. If you not find yours listed in that article, that means it's not officially compatible.

However, keep in mind that Fitbit products are compatible with most devices that have the following operating systems: Apple iOS 12.2 and higher, Android OS 7.0 and higher. 

But note 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 hope that helps you, let us know if you have any inquiry.