Versa won't turn on or charge

[SunsetRunner]

Hi! My Versa synced then about 10 minutes later screen was black. Battery was at about 60% when I synced it, I’ve tried to charge it (charged ok two days ago), also tried to factory reset but bktbjbf happens. Very frustrating as it’s only 5 months old. 
Please help! 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @SunsetRunner, welcome to the Community Forums. I'm sorry to hear that your Versa's screen won't turn on. Thanks for the steps you've tried so far in order to fix it, I'll be glad to help you with this. 

In order for me to better assist you with this, please confirm that you've followed the steps below as described in the help articles:

1. Check in the Fitbit app if your Versa is still syncing, if so, try changing the clock face to a different one by following these steps: How do I change the clock face on my Fitbit device?. The steps are done through the Fitbit app, do not worry if you cannot see anything on the screen for this process. 
2. Please confirm if you've restarted your device by following the steps from this help article: How do I restart my Fitbit device?

If the suggestions don't work and your watch doesn't vibrate when you connect it to the charger, it may not be having a good connection with it so your watch may haven't had the chance to get fully charged. Therefore, it won't turn on. So, please try these recommendations: 

• 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. 

[SunsetRunner]

Hi Maria, thanks for the quick response. I’ve tried all of your suggestions with no luck. Fitbit is no longer syncing. It’s as if it’s entirely dead with a flat battery but that was at 60% before the screen went black. I couldn’t restart it or do a factory reset as no matter how long I press the two buttons or all three the Fitbit logo doesn’t come up. Charger seems ok, but nothing happens when I plug it in. 

[Danr1987]

Weird cause mine did the same thing today... Tried different cables chargers and power sources.

[Suz778]

Mine also shut off was almost fully charged now won’t turn on or light up on the charger 😞

[Martini1964]

I bought my Fitbit in late November, 2019 (8 months ago).

I’ve worn my Fitbit every day. I’ll admit I never set up much, but was keeping track of my steps, and heart rate.

A couple of days ago I realized I couldn’t see the time on my Fitbit. I’ve noticed before that when outside I couldn’t see the time but assumed that was normal. This time, I couldn’t see anything but a black screen. Oddly enough I could swipe and get the next screen.  I thought maybe my battery was down. When I put the charger on last night, it showed about half charged. I charged it anyway, to 100%.

Today, when at Walmart (where it was purchased) I asked them about it, and was shocked to see my charge was down to 17%!!!

They had no idea what was wrong and told me to contact Fitbit directly.

Then, I saw my weekly report from last week and evidently my problems started earlier than I thought!  It isn’t showing any walking or anything at all during the last 10 days or so!

Help!  What is wrong with my Fitbit?

Sent from my iPad

[lizrock]

This is also happening to me. It randomly turned off last night and won't turn back on no matter what I try. I have done everything up to the Factory Reset, which didn't work either. I am pretty upset, as I just purchased this a little over a year ago. I even found the receipt (which is a big thing for me)! My Fitbit is really helping me stay motivated while at home and I'd be really sad if it won't turn back on. I understand that y'all must be through the roof with tons of messages, but I'd really love for my Fitbit to work again. 

Thanks,

Liz

[Martini1964]

Liz, I understand. I bought mine 8 months ago. It motivated me to keep moving (I had knee replacement surgery a few months earlier), and with the Covid going around also kept me active.

Sent from my iPhone

[MaiMai2015]

Thank you as my watch is doing the same. In my app it looks as if there is a clock face trying to download but since my Versa cannot turn on, I cannot pause, cancel nor factory reset. I feel as if something is going on as I currently have it plugged into my Laptop and the laptop keeps making the "connection" sound but than "removed connection" sounds right after. So unsure if it is the battery or this clock face app. 

[MarreFitbit]

Hi there @SunsetRunner, thanks for getting back. I appreciate you've taken the time to follow the tips and recommendations I provided. Since none of the steps you tried have worked, I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you as soon as possible since our support options are limited and wait times are longer than usual. We hope your issue is solved soon.

Hi @Danr1987, @Suz778, and @lizrock, welcome on board. I appreciate the details provided in your post about your Versa smartwatches' behavior. I've seen that you contacted our Support Team after posting here and they helped you with this matter. If you have any questions about the resolution of your case, feel free to contacted them back for further explanation or you can check our warranty policies here for a better understanding of the information that they provided to you.

Hey @Martini1964 and @Suz778. Thanks for the details shared in your post about what happened to your Versa smartwatches. I totally understand where your concern is coming from. I'm here to help you two. 

To better assist you with this matter, would you mind try the steps I've shared here or confirm that you've followed them as described?