Versa won't turn on or charge

[karthiki]

I have a 2019 Versa that a few months ago just stopped working. It won't charge or even come on. I tried to do a reset but the button the left side, the 'back' button is stuck and can't be pressed. What can I do? Any suggestions?

Moderator Edit: Clarified subject

[Guy_]

Hi @karthiki - the left button won't work if the watch is not charged.

Try cleaning the contacts on watch and charger and using a computer as a power source.

If it has been left flat a long time it may need several hours to wake up and charge from a reliable source.

Make sure the watch does not get hot while charging, in case it got wet or there is internal damage.

It should come on when charging, if it is charging and not faulty.

Identify what lead to the original fault as it will help with a solution.

If that doesn't work you can contact Fitbit Support directly. They may be able to help you.

Also reachable via the Fitbit App, click profile photo, Help & Support, Contact Customer Support.

[MarreFitbit · Accepted solution]

Hi there, @karthiki. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa before reaching out. I understand where your concern is coming from. 

I'd suggest trying the following steps:

• 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, I'd suggest performing a restart by following the steps below (please remove your Versa from your phone's Bluetooth before performing this step): 

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 into 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. 

Hope that helps.