Versa won't turn on or charge

[livrowe]

My versa has stopped working all of a sudden. When I went to bed last night it was fine but when I woke up it just wouldn't turn on. I know it had enough battery, but I put it on the charger anyway and nothing happened, didn't even see to register that it was charging. Tried restarting the watch multiple times but still nothing. There's no light on the back or anything, it's like its completely gone. Any suggestions would be much appreciated!

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there @livrowe, welcome to the Community Forums. Thanks for the details provided in your post about the blank screen of your Versa and 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 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. 

I'm looking forward to your response, keep me posted. 

[livrowe]

Hey 🙂

Thanks for your reply and suggestions, unfortunately none of them worked, there was absolutely no response from my watch at all. I think it's just broken. Thank you for your help anyway! 

[MarreFitbit]

Hi there @livrowe, you're welcome. 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. 

[Dkty]

Mine still will not turn on our charge

[TrumpFunk97]

I am having the exact same problem. I have attempted all of the troubleshooting you listed above, and nothing works. My Versa hasnt turned on since July 26. It is not syncing, i tried changing the clock face to no avail, and the factory reset didnt work either. I also cleaned the charging pins on both the watch and BOTH chargers that I own. Nothing. Ive had this thing like a year, and am highly disappointed that i cant use it.

[GinaEscalera]

I am having the same issue. I charged my watch the not last night, but the night before and it was fine. This morning I could not get it to turn on at all. I tried resetting it. I currently have it sitting in the charger even though I know it had enough charge in it from the last charge. It will not respond to anything. I went to my fitbit account and it is not finding my device. I have a Versa. 

[jupetertwo]

Hi My Versa has the same issue. I have followed the instructions to no avail. The only thing not mentioned in the thread is that when I try to charge my versa it gets quite hot. I have checked someone elses versa in the household and it does not get as hot as mine.  

[MarreFitbit]

Hi there @jupetertwo and @Dkty, welcome on board. Thanks for the details shared in your posts about your watches that went unresponsive. I've seen you both contacted our Support Team in regards to this and they helped you to get back in business. 😉

Hello @GinaEscalera and @TrumpFunk97. I appreciate the detailed information in your posts and your time and efforts in following the tips and recommendations I shared above. 

 At this moment, I’ve reached the limits of what I can do for you here on the public community forums, so I've 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.

We look forward to getting you back on track.

[HLPardoe]

Hi I’ve had the same issue, was working fine put it on charge and nothing, I’ve also tried all the recommendations above & nothing it’s totally dead 😞

[KMom19]

I’m having the same issue. Charged fully the night before last.  Have attempted restarting. Have attempted charging. Have attempted restarting again.  Cleaned it.  Nothing is working.  

[livrowe]

So annoying 😞 if it's been less than a year since you got it then I'm pretty sure it falls under warranty and you can get a replacement. Could be worth checking it out! 

[MarreFitbit]

Hi there @HLPardoe and @KMom19, welcome here. I'm sorry to hear that your Versa smartwatches are not turning or charging it. I appreciate you've taken the time to follow the steps I recommended above.

At this moment, the limits of what we can do for you here on the public community forums for the issue you're experiencing have been reached, so I've 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. We hope your issue is solved soon. 

Hey there @livrowe! We understand why you would feel annoyed. 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.

I understand that the outcome of your case with our Support Team is not fulfilling your expectations, but keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback. For more information about the outcome of your case, please get in touch with our them again and also, you can check our warranty policies here for a better understanding of the information that they provided to you.

Let me know if there's anything else I may do for you in the meantime. 

[jupetertwo]

I have been in touch with the support team and I have returned the Versa for replacement. 

[HLPardoe]

Thanks, they have got in contact with me too & I have a replacement on the way 🙂

Sent from my iPhone

[Kylapink]

Hello,

I'm also having the same issue. I've tried all of the troubleshooting steps and it still doesn't turn on. Could you assist? Thanks!

[ATT2czT3w4]

My fiancé has a versa 2 we both just got ours for Christmas this past year. And today he was charging it for a bit this morning. And come to realize the charger has melted and the Fitbit is so hot to touch and also melted.  We had to grab it by the band. And now the charger is broken and his Fitbit idk if it will charge and the back has been melted a bit too. We don’t have my charger anymore since his Fitbit melted that one. Can we get a replacement ? What can we do? 

[Inkypup]

hello,

My versa has also died. I've tried everything you've suggested and nothing has worked. On the app it says the battery is dead, but I've had it on the charger - in different plugs- for hours. Please help, it was a gift 

Thanks

[Skrappy78]

I am having the same issue. Battery drained to 0. It won't charge, won't turn back on. I have gone through all your steps to clean, restart and factory reset and nothing has worked.

[MarreFitbit]

Hi there @Skrappy78, @Inkypup, @Kylapink, and @ATT2czT3w4, welcome here. I totally understand why you feel that way about your Versa smartwatches. I appreciate your time and efforts in trying to fix your watches by following the steps I recommended above.

At this moment, the limits of what we can do for you here on the public community forums for the issue you're experiencing have been reached, so I've 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. We look forward to getting you all back on track soon! 

Hey @jupetertwo and @HLPardoe, I'm glad to hear that you've received a replacement. 😉 

Please don't hesitate to let us know if there's anything else we may do for you in the near future. Have a great day!