Versa won't respond to anything

[Chiquitarose]

Hi everybody. I'm hoping someone can either help me fix this, or advise me on if it's possible to actually talk to someone from Fitbit and get it replaced or fixed. 

I've had my versa for less than six months, in the last week or so everytime it's not synced to my app the time starts going out, and it won't

automatically sync or sync when I tell

it to, unless it's on the charger. I've

recently done a software update

because I was prompted to but it

hasn't fixed anything. 

Today I went to put my versa on the

charger to sync it this morning. (I do

this once a day, the time is wrong by

about 12 hours each time by then.) And now it won't charge and the screen is black and won't turn on. 

Can anybody please tell me how to fix this. It's already my 2nd Fitbit since Christmas because my charge stopped syncing too and I replaced it, but they're not cheap to replace every few months

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Chiquitarose, welcome to the Community Forums. I'm sorry to hear that your Versa isn't responding to anything. I appreciate all the steps you've done so far in order to fix it, I'll be glad to further assist you with this. 

If your Versa doesn't vibrate when you connect it to the charger, it may not be having a good connection with the charger and therefore, it won't properly charge. Said that, I recommend doing the following: 

• Clean the charging contacts on the back of your device and the pins on your charging cable using the instructions in How do I clean my Fitbit device?
• If the error "insufficient power source" appears on your device's screen, remove other devices plugged in to your power source, or plug your device in to another source.
• Try a different USB port or a UL-certified wall charger.
• Check the alignment and try reconnecting your device to the charging cable. For more information, see How do I charge my Fitbit device?
• Restart your Fitbit once again. For more information, see How do I restart my Fitbit device?

If the above steps don't work, at this point I recommend doing a factory reset (before doing so, make sure to remove your watch from your Fitbit account): 

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

[Chiquitarose]

i tried all the suggested fixes and couldn't fix it. i have replaced it with a Garmin. have been so very dissapointed with the length of life for both fitbit devices i have owned, which is unfortunate as when they worked i loved using them.

[MarreFitbit · Accepted solution]

Hi there @Chiquitarose, thanks for the update. I understand why you'd feel so disappointed. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option.

Additionally, our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

Even when you decided to switch to another Fitness tracker, I went ahead and contacted our Support Team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions. Note that due to recent events affecting our operations, support options are limited and wait times are longer than usual.