Hi there @Druggiero and @Denise88, welcome to the Community Forums. I'm sorry to hear that your Versas' screen won't turn on. Thanks for the steps you've tried so far in order to fix it, I'll be glad to continue assisting you with this.
Hi @Druggiero, I've seen that you 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.
Hey @Denise88, if you're still having issues with your watch, 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:
- 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.
- 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 be that the battery of your Fitbit is not charging properly and therefore it does not turn on. 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):
- 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? 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.
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