error connecting to versa - versa locked & I can't change my PIN

[SunsetRunner]

Hi

I am annoyed that my versa locked while I was changing the bands. Now I can't unlock it as I keep getting this "error connecting to versa" 

I have tried unpair & setup new device but I still get the same errror! 

It's now useless as a watch as there is no display - other than "unlock with phone" 

I've also tried to reset the device but the same error message appears. 

What other suggestions do you have? 

[Rich_Laue]

Make sure the Versa is on the arm. The lock gets activated as soon as it detects that it has been removed from the arm.

Unpairing from the phone, or removing from the Fitbit account will not fix this. The tracker needs to be unlocked first.

If you can't get the tracker connected back to your account, then a factory reset will be needed.

If the versa is connected then I would, through the Fitbit app, tap the versa picture to get to the settings.

Then tap device lock, and enter your phones unlock code. Whatever is used to unlock the phone.

The choose wallet only or the change pin code option. 

For a factory reset when the user can not access the versa.

On the watch, hold all three buttons for about twelve seconds. This triggers the 2-button hardware reboot after about eight seconds.
- When the Fitbit logo appears, then disappears, release the bottom right button, then continue holding the left and top right buttons until you feel a strong vibration. This indicates the factory reset was initiated.
- This process may take several seconds, and eventually, the Fitbit logo appears and the device boots and displays go to Fitbit.com/setup.
- If you fail to release the bottom right button in time, or otherwise don't follow the procedure precisely, the Fitbit logo reappears quickly and boots without factory reset.

[SunsetRunner]

Hi I've tried to reset the fitbit by holding all 3 buttons but this has not
helped. The watch is still locked and I can't reset the pin number.

Two week old watch is totally useless now! I'm not very happy with this
purchase.

[Rich_Laue]

Does your tracker still sync @SunsetRunner?

If so have you tried changing the pin, or disabling the lock through the Fitbit app. 

As for as the factory reset, this is s multi step process. I have tried it and it dies work.

I suggest reading all the steps in the above post first.

Hold in all three buttons until you see the Fitbit logo, about 12 seconds, release only the lower right button.

The left and upper right must not be released 

When a strong vibration is felt the factory reset has been accomplished. 

[SunsetRunner]

Hi again Rich

Yes I have followed the instructions multiple times but have had no success. I still get the 'unlock with your phone' message when the Versa reboots. 

I've tried to remove the pin using the app and all I get is the 'Error - error connecting to Versa' message. I've tried to reset the pin using my Galaxy s7 Pro, Gaaxy Tab, Lenovo Yoga. All end with the same result - can't change the pin due to connection error. 

I am stuck in a failed reset loop and can't get out of it! 

Are there any other suggestions / solutions you can think of? 

[SunsetRunner · Accepted solution]

I finally got the Versa unlocked!!! 

I used the web page site Device Settings to deactivate fitbit pay - I did it twice (as it still showed it active on the page) and then went to the app on my phone and disabled the device lock. After a few prompts and a few no connection errors the app finally let me put in a new pin and the watch was unlocked! 

Seriously though that's a lot of steps to go through just get unlock/reset the fitbit!!! 

[leanneypants]

I also needed to reinstall fitbit app for this to work. this was a pretty scary time lol