Versa won't pair

[sxyblueyesnluv]

Hi.

My Mom has a Versa and it won’t connect to her phone!  We’ve tried restarting it, resetting it to factory screen which says... download app and it’s just staying on that screen. We tried deleting the app on her phone and still won’t work. We’ve tried several times, proceeds to download then shows a big, red X on the Versa and stops on phone. She has a Galaxy S7 Edge. Please Help! Thank you!

Moderator edit: subject for clarity

[Odyssey13]

Hi @sxyblueyesnluv

Why not let support walk you both through this? Get with customer support about this - click for contact options

Let us know how things go for you.

You're awesome helping your mom!

[sxyblueyesnluv]

Yes.  Thank you!  We’ve tried once already with customer support, but will try again!

[Odyssey13]

If you haven't seen it, there is an area for the Versa user manual and related articles - click to go there

[AlejandraFitbit]

A warm welcome to the Community @sxyblueyesnluv and @Odyssey13 thanks for stopping by.

I appreciate all the efforts in trying to fix this issue and would like to know if you were able to pair your mom's Versa? If you keep having issues, I recommend taking a look at the help article Why can't I set up my Fitbit device? and follow the instructions provide there.

Hope to hear from you soon. 

[sxyblueyesnluv]

It was a late night, so we stopped messing with it.  Going to try it this weekend.  Thank you guys for all you help!  Awesome community here!  Very much appreciate it!

[sxyblueyesnluv]

---

@AlejandraFitbit wrote:

A warm welcome to the Community @sxyblueyesnluv and @Odyssey13 thanks for stopping by.

I appreciate all the efforts in trying to fix this issue and would like to know if you were able to pair your mom's Versa? If you keep having issues, I recommend taking a look at the help article Why can't I set up my Fitbit device? and follow the instructions provide there.

Hope to hear from you soon. 

---

It was a late night, so we stopped messing with it.  Going to try it this weekend.  Thank you guys for all you help!  Awesome community here!  Very much appreciate it!

[AlejandraFitbit]

You are welcome @sxyblueyesnluv, do not hesitate to let us know if you need further assistance.

Keep the stepping up!