Versa won't sync

[Crouchcm01]

Good Afternoon all. 

My fitbit versa would not sync to the app for some reason. I have reset the versa, tried turning my Bluetooth off/on again and restarting my phone. None of these worked.

I have tried to do a factory reset after I deleted the device from my phone although I've been unable to do so. I have held all the buttons in for 8 minutes and not being presented with the fitbit logo, from what I understand this should take between 12 seconds and three minutes.

The device is taking around 4 minutes to turn back on from a reset. 

Can anyone help?

Thanks in advance 😊

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Crouchcm01, welcome to the Community Forums. Thanks for trying to troubleshoot this issue before reaching out. 

You're right, the factory reset should take about 10 to 12 seconds for the Fitbit Logo to appear. 

In addition to the steps you've done, please try the following:

• Remove your Versa from your Fitbit account (and make sure it's no longer appearing in your phone's Bluetooth settings).
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Setup your Versa again.
• If there is no connection, restart your Versa.

If you can't get started with your Versa, usually a missing requirement is the cause. Carefully review the requirements provided in the help article: Why can't I set up my Fitbit device? 

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.

Let me know how it goes. 

[Crouchcm01]

Thank you for your response. 

I have followed these steps and the fitbit is still loading up and saying I need to unlock it with my phone although I'm unable to do so as I've deleted the device from my phone. (Inc Bluetooth). 

[MarreFitbit]

@Crouchcm01 You're welcome! Thanks for the details shared and for following the steps I recommended. 

Please confirm you've done the steps below to properly do a factory reset on your watch:

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

The factory reset should help to get rid of the device lock feature that is preventing you from setting up your Versa.

I'll be around, keep me in the loop. 

[Crouchcm01]

When I attempt to do a factory reset, I'm holding all three buttons in and I'm not being presented with the fitbit logo. I've currently being holding them in for 3 minutes and counting.