Versa won't turn on

[MissmeTrini]

Hi, my versa has a black screen, won't turn on even though I've put it to charge. About a week ago, the screen was jumping and glitching, then it suddenly stopped. Tried the update, wasn't going through. It finally updated 2 nights ago. Battery was at 72% last night, now the screen is black and it won't come on. I bought it 16 months ago. Can anyone help? 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @MissmeTrini, welcome to the Community Forums. Thanks for the details provided about your Versa's behavior after the update and for trying to fix it. I'll be glad to help you.

As per the description of your post it seems that the battery on your watch may not be charging properly and therefore does not turn on. Also, it looks like the update may have drained the battery. I recommend that you follow these 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?

Give this ago and let me know the outcome. 

[MissmeTrini]

Hey, thanks for responding. However, upon visiting the community forum on June 18, I did the reset, as per the instructions and it did vibrate and the back light (blue) came on, only at the sides of the screen . Unfortunately, I did not see the fitbit logo after it vibrated, it was in fact a white blur. I realized that it was still connected to the phone app and it got to 94 steps then shut off again. The battery is still full and I've been trying it each day, but no go. I don't know what to do again. I bought this for my birthday.. I never realized how dependent I was on it, so I really want to rectify the problem. 

[MarreFitbit]

You're very welcome @MissmeTrini. I appreciate you've taken the time to follow the tips and recommendations provided in the forums since the first day you posted. 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.