Versa won't turn on

[GraceWenghofer]

I received my Fitbit Versa as a Birthday gift two years ago. I have been using it every day. Recently my Versa has been unable to turn on. I had fully charged the Versa and not long after charging fully I received a notification from the Fitbit App that my Versa's battery was running low. I thought this was odd considering the battery usually lasted far longer. When I plugged it into the charger the Versa's battery was dead and it was not turning on. When I plugged it in, there was no indication that it was charging. 

No lights came on indicating that anything was happening at all. I left it in the charger for 24 hours in the hope that it was just maybe a little delayed or something. When I returned the Versa was quite warm, and still wouldn't turn on, which should not be the case after 24 hours straight of charging. The screen won't illuminate nor is the green light on the back illuminating.

I would appreciate some assistance in fixing this issue. If it is unfixable, is there any way I would be able to have my Versa replaced with a new one?

Additionally I have tried contacting Fitbit directly to see if I could resolve the problem however they are currently not accepting emails to customer support. 

Thank you

Moderator Edit: Clarified subject

[MarreFitbit]

Hello there @GraceWenghofer, welcome to the Community Forums. Thanks for the details provided in your post about your Versa's behavior and for trying to fix it. 

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. I recommend that you follow these steps (or please confirm that you've followed them as described 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 steps don't work, please note that someone from our Support Team will reach out to you as soon as they can since due to recent events affecting our operations, support options are limited and wait times are longer than usual. Keep in mind that we did receive your email.

Let me know if you have any questions present. 

[Jen0629]

The same exact thing is happening to me with my Versa as of last night. 

[MarreFitbit]

Hello there @Jen0629, thanks for stopping by. If you're having the same issue with your Versa, please follow the recommendations I provided here and let me know how it goes.

[Jen0629]

Thanks for your prompt response, MarreFitbit. I have tried all of the troubleshooting tips listed, including attempting to turn it off (black screen) and a reset (black screen). Nothing.  

[MarreFitbit]

Hello @Jen0629, 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.

I'll be around if you have any questions present.

[GraceWenghofer]

I have also tried all of the steps recommended and it has yet to turn on.
I'm still not sure what the issue is or what else I can do to fix it. I
tried cleaning my fitbit and I tried using a different charger and nothing
has worked.

*Grace Wenghofer*

[MarreFitbit]

Hi there @lexilexilexilex, welcome to the Community Forums. I'm sorry to hear that your Versa 2 is not receiving notifications from your phone. Thanks for taking the time to troubleshoot this issue prior to contacting us, I'll be glad to help you. 

While reading your post I was wondering if you've verified that your Versa 2 is still linked to your Fitbit account? Keep in mind that your Versa 2 may not receive notifications if your watch hasn't been properly paired to your Fitbit account. 

To see when was the last time sync or if your Versa 2 is paired, tap the Today tab > your profile picture > your device image. 

If your watch is unpaired, please set it up again by following the steps at: How do I set up my Fitbit device?. On the other hand, if your watch has not recently synced, follow these troubleshooting steps: Why won't my Fitbit device sync?

Also, I wondered if the mobile device you're syncing with is included in our list of supported devices? You can see the list at: Which phones and tablets can I use with my Fitbit watch or tracker?

Fitbit products are compatible with most devices that have the following operating systems: Apple iOS 12.2 and higher, Android OS 7.0 and higher.

Please keep in mind that when a device is not supported and does not meet the require OS we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

If you're on iOS, please follow these steps: Troubleshooting quick tips for iPhones (Important: Make sure you turn OFF and then back ON the Share System Notifications setting if it is on) and if you're on Android, try: Why are notifications delayed or missing?