Versa won't respond

[Porscha1991]

Hi, my Fitbit Versa is unresponsive, it was working fine, the battery was low so I put it on charge, went to put it back on and the screen was black, it was still vibrating when I was receiving messages etc but nothing on the screen. I have tried to reset it and nothing. No combinations of the buttons is working. Now there is no green light on the back and it’s not showing as charging. Can someone help please? TYIA

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there @Porscha1991, welcome to the Community Forums. I'm sorry to hear about your Versa's recent behavior, I understand where your concern is coming from and how you must be feeling. Thanks for the details provided in your post and for trying to fix the issue prior to posting here, I'll be glad to continue helping you.

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.

You can follow the steps to set up the device after that: How do I set up my Fitbit device?

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

Let me know how it goes. 

[Porscha1991]

Hi, thanks for your reply. I have already tried this and just tried again. It’s completely unresponsive. It’s not vibrating, mo logo coming on screen, no battery percentage coming up when on charge etc. I don’t understand what’s happened?

[MarreFitbit]

Hi there @Porscha1991, thanks for the update. I appreciate you had followed the tips and recommendations provided above. Since this sounds a bit more serious, I've created a support case on your behalf - you should receive an email from Customer Support at the email you used to register with the Community forums. Note that we may take a bit long to get back to you since due to recent events affecting our operations, support options are limited and wait times are longer than usual. If you have any questions, don't hesitate to let me know.