Versa won't turn on or charge

[Emmafergie]

My versa has completely stopped working. I charged it this morning and their was no issues. This afternoon the touch screen stopped working and it has now gone completely blank. I have tried the restart and nothing. Not even charging now. So frustrating. 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there @Emmafergie, welcome to the Community Forums. I'm sorry to hear that your Versa stop working this afternoon, I understand where your concern is coming from and why you're feeling frustrated. Thanks for trying to fix the issue prior to posting here, I'll be glad to continue helping you. 

When you performed the restart on your watch, did you feel a vibration? If you din't, please try 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.

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

Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account, your applications, alarms, etc. 

[Emmafergie]

Thank you for replying @MarreFitbit. I have tried everything including the factory reset and its still completely dead. There's no vibrations and the logo didn't come on at all. 

[MarreFitbit]

Hi there @Emmafergie, thanks for the update.

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 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.

We hope your issue is solved soon.