Versa won't turn on or charge

[Reese135]

Several days ago my fit bit versus stopped working while I was wearing it, went completely dead. Put it on the charger overnight, and in the morning it would not turn on, it showed no light or anything. Have tried several times since to charge after having cleaned all of the pins on the charger and the back of the fit bit. Assuming I need to get a new battery. How do I get a new battery?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Reese135, welcome to the Community Forums. Thanks for the details provided in your post about your Versa's behavior. I appreciate you've taken the time to troubleshoot it prior to posting here, I'll be glad to continue helping you from now on.

Please note that the battery on your Versa is not replaceable, however, keep in mind that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps.

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

• 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. 

[Reese135]

I have responded to each of your suggestions below. Nothing is working. I have seen online where you can purchase a battery with tool kit to change out the original battery, but I wanted to contact FitBit first before resorting to that. I thought maybe FitBit would be able to provide the service of changing out the battery if I mailed in. I really don't feel I should have to purchase a new device since this one is less than 2 years old.
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? https://help.fitbit.com/articles/en_US/Help_article/2005
I DID THIS FIRST THING WHEN DEVICE WOULD NOT CHARGE! https://help.fitbit.com/articles/en_US/Help_article/2005
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? https://help.fitbit.com/articles/en_US/Help_article/1799
THE PHRASE "insufficient power source" HAS NEVER APPEARED ON THE DEVICE - NOTHING APPEARS ON THE SCREEN OF THE DEVICE, SCREEN REMAINS BLACK! https://help.fitbit.com/articles/en_US/Help_article/1799
Restart your Fitbit once again. For more information, see
How do I restart my Fitbit device? https://help.fitbit.com/articles/en_US/Help_article/1186
THIS DOES NOT WORK EITHER!

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):



On the device, hold all three buttons for about 10 to 12 seconds. 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). When the device vibrates, release all buttons. 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. 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? https://help.fitbit.com/articles/en_US/Help_article/1871/?q=How+do+I+update+my+Fitbit+device%3F&l=en...
1. UNABLE TO DO THIS EITHER!
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.

[santasotherhelp]

Hi pushing the three buttons in at once and holding them until the fitbit logo came on for me, make sure to turn off your phone bluetooth so it can not wipe it, good luck with your issue

[ternoler]

You can buy a new battery? Seems like the ones in the watch are only good for a single year. What's the link for the 3rd party battery? Fitbit support just wants me to buy a new $150 watch.

[MarreFitbit]

Hi there @Reese135, welcome to the Community Forums. I understand where your concern is coming from. As mentioned above, please note that the Versa series battery are not replaceable nor interchanged. We as Fitbit do not do it or suggest to do it as it could permanently damage your watch.

However, 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 soon 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.

Hi there @santasotherhelp, thanks for stopping by and for your help in trying to fix the inconvenience with the watch's battery. 😉

Hello @ternoler, it's nice to see you around the Community Forums. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services. 

I've seen that you both 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.

I'll be around if there's any questions present. 

[AndyScott]

Hi Maria, I’m having the same problems described above, my battery won’t hold a charge and now the watch won’t switch on. I have also tried all of the steps you have advised. My watch is still under its 2 year warranty, who do I speak to about getting it repaired/ replaced. Thanks

From reading the forum it would appear there is a major problem with the battery life in the Versa watch’s. What are Fitbit doing about?

thanks

Andy

[MarreFitbit]

Hi there @AndyScott, welcome on board. Thanks for the details provided in your post and for letting me know that you've tried all the tips and recommendations I suggested above to solve your Versa's odd behavior. 

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. 

[Reese135]

Review if my warranty shows only one year, not two.


Sent from Xfinity Connect Application

[Colie23]

mine is also doing this. I have tried all recommendations and nothing.  

[ternoler]

two year warranty is only for Europe

[Reese135]

yes that is what I saw


Sent from Xfinity Connect Application

[AndyScott]

If you live in Britain then you have a two year warranty as it states that products bought in the European Economic Area have a two year warranty. This is not affected by Britain coming out of the EU as the EU and the EEA are two different things and Britain are still part of the EEA. 

This of course is only useful if you live in Britain, if not then 1 year warranty.

I have found that Amazon where I purchased my watch from are offering a free repair option, which is more than what Fitbit have offered so far. I will wait to see what Fitbit say first and weigh up my options. 

I'm quite shocked at just how many people are having the same issue, there is clearly a problem with the batteries that have been used in the watches. I thought a company like Fitbit would produce reliable quality products, seems we were all wrong. Might have to just buy elsewhere and won’t be back to Fitbit if they don’t resolve this. Hmm Apple Watch.....

[Reese135]

I did start a case with 5th Beth support, and they have offered a 40% discount on a fit bit light or 25% discount on another product. They did confirm that you cannot fix or replace the battery and the fit bit versa, by doing so or trying you would probably damaged the watch itself.


Sent from Xfinity Connect Application

[Mommacoll5]

I am also having same issue versa went dead bought a new charging port tried all the steps listed above still black screen so disappointed  Will be not be purchasing another Guess i am switching to an apple 

[fannybrcc]

Hello I bought my Versa Lite watch only a month ago and it won't turn on since yesterday. However, I did all the procedures mentioned but nothing to do, the screen remains black ... I am very unhappy because it has only been a month since I have it!

[Reese135]

I have read reviews on the Apple and it has battery problems too, and much more expensive device.

[MarreFitbit]

Hi there @Colie23, @AndyScott, and @Reese135, thanks for the details shared in your posts. I've seen you all have an open case with our Support Team. Please stay tuned to your inbox, someone will reach out to you to continue assisting you with this matter. 

Additionally to this, I'd like to add that the warranty in most of the regions is only for 365 days. (In Europe due to the law, is extended for 2 years). This means that your tracker will be covered for a full year and during this period of time you can receive any replacement in case of a defect. But this warranty does not apply to that new tracker extending the time. The period of warranty would be only applicable on your original purchase until the 365 days (or two years) have expired.

Hey there @ternoler, thanks for trying to help! 

Hello @Mommacoll5 and @fannybrcc, welcome on board. I'm sorry to hear about the inconveniences you've been having with your Versa smartwatches. Thanks for the steps you've tried so far in order to fix them.

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 soon 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.

[linzilfc]

i have had similar issues from Sunday with my versa 2 it seems to coincide with a firmware update i’m convinced that it’s that which as bricked my watch. It’s essentially just a black screen now - holding the back button it will vibrate and my phone still finds it on Bluetooth it even registered my sleep and steps until I tried to reset and it un synced itself. (Can’t re sync as I can’t see anything on the screen) This is why i’m pretty sure mine was nothing to do with the battery but a firmware issues caused by fitbits update. 
Non of the advised fixes fixed mine it’s still a black screen! However luckily mine is in warranty and is getting replaced this week. The quality seems poor with all these complaints with the item I hope fitbit can sort themselves out and my replacement watch lasts longer than the last one which was only 7months old. 
I know a lot of people with fitbits have had the same issues down the years. I genuinely as a Mac and iPhone user wish I had gone for a Apple Watch now and paid the extra as most people I know have had no issues with them and I know Apple care is good and I’ve used apple products for over 20 years and had very few issues I would expect the watches are decent to. 

[MarreFitbit]

Hi there @linzilfc, thanks for stopping by. I am sorry to hear that you went through that situation with your Fitbit Versa 2. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Please know that when a Fitbit devices is deemed defective we review eligibility using the one year warranty option. For our full warranty terms and conditions, see our Return Policy and Warranty.

Fitbit does not warrant that the operation of the Product will be uninterrupted or error-free. See the Fitbit Terms of Service for details of your rights with respect to use of the software and related services.

If you've exhausted all troubleshooting steps to fix your watch and contacted our Support Team and they offered a replacement, but are not satisfied or agree with the resolution of your case, please get in touch with our them again or you can check our warranty policies here for a better understanding of the information that they provided to you.

Let me know if you have any questions present.