"This device has been locked and cannot be paired." Help?

[SunsetRunner]

Hello, I had recently gotten my Fitbit Versa and I had set it up on my phone with no problem. Eventually the battery was very low, so I decided to turn it off for a few days (until I got a spare charger). This was on the 6th. As of the 10th, the Versa unpaired itself from my phone, and it gives me the message:

"Cannot Pair

This device has been locked and cannot be paired. This may happen if a device is reported lost or if a warranty replacement has been issued. If you believe this is in error, please contact Customer Support."

I am unsure if it is because I changed my Fitbit password (and it might've un-synced because of that?), or if it might have unpaired for some other reason. I did call Fitbit earlier today and we have tried the following:

1. Turn Bluetooth off, turn it back on. Un-pair Versa and re-pair it to my phone.
2. Soft reset the Versa by holding left side and lower right side.
3. Uninstall the Fitbit app and re-install.

All of these solutions didn't do anything, as it is still locked. I am unsure of what to do next.

Any suggestions would be welcome as I am waiting for Fitbit support to get back to me.

Thank you!

[SunsetRunner]

Still looking for all the help I can get!

[IrishKate]

Hello Sandy,

I am having the same issue.  I have been trying to get assistance with this for a few days but after calling they sent my ticket "up" for more review.  Since then no contact.  It is most frustrating as I used my Fitbit Versa alarms for work-related tasks.

I tried all the same things as you shared including a hard reset to no avail.  I share so you know that others out there are experiencing similar issues.

Best wishes,

Kate R.

[Raluca.st]

Same issue for me today. Any solution? 

[IrishKate]

3 days absolutely no communication since an initial email from Alex T. and his "Fitbit Team".

Has anyone else experienced this type of slow response time?

[IrishKate]

Did Fitbit Support ever get back to you?

Thanks,

Kate

[Raluca.st]

I contacted them on the FB account where they answered very quickly, but without any solution yet

[Ankita2904]

I have the same issue.

Please send here the solution if you get any from their team.

[Ankita2904]

Did you find any solution yet?

[Raluca.st]

Not yet. Still waiting a solution from the fitbit customer support

[sunkist12788]

Exact same issue here. I have contacted support twice, a week apart, after being reassured that I would hear back originally in 1-2 days. Still no resolution, although they did tell me not only did they escalate my ticket but now it’s apparently marked as “urgent” as it’s been over a week without resolution

[Ankita2904]

Seriously ..i m fed up with this fitbit support..they dnt have any
resolution for their own app.
Waiting for something solid

[BalletFit06]

I have the exact same problem. Contacted Fitbit support 4 times already. They keep saying they had escalated my case but still no reply?!  They also said no one has had this problem before but from what I see, I wasn’t the first one to contact them about this issue.

Their support team needs to do better in addressing this issue!!

[skerber123]

I'm having the same exact issue... I also contacted customer support this morning and really didn't get anywhere...

[IrishKtMae]

Today after a couple of weeks of phone calls, online chats, and many emails I finally am getting somewhere.

I found out on Sunday my case had 3 difference reference #'s and that it was initially sent to the wrong department.  When I heard that I raised my voice a bit and explained that this was BS and asked what needed to happen to get assistance.  I was told a new case was being opened and escalated to the Fitbit Security Team.

After 3 days of no response, I tried online chat again.  I finally encountered a customer service rep. that seemed to understand my issue.  He re-escalated my case and today I finally got a response.  They asked some questions and I responded.

I am now waiting to hear back to see how they are going to help me directly resolve my lack of ability to pair.  Fingers crossed - today is the day!  

I'd recommend checking to see if your case has been sent to the Fitbit Security Team as this is where I finally received a response.  If not, request that it is sent to them.

Peace!

[mbridges0513]

Same problem not 10 minutes ago, looking forward to IrishKtMae's response.

[sunkist12788]

Just got this response from their support center this evening:

Thank you for reaching out regarding your disabled Versa. We apologize for the delayed response.

Fitbit has identified the serial number of your device as one that may have been acquired fraudulently. As a result, Fitbit has disabled the device and it will no longer function.

In order to re-enable the device, Fitbit needs additional information to confirm its authenticity. Please provide the following information:

• Place of purchase including selling party (Seller)
• Date of purchase
• Detailed photos of the packaging and the device

This information will be forwarded to the appropriate Fitbit team for further investigation. A Fitbit representative will be in contact as soon as possible after receipt of the above information to update you on this matter.

Anyone else not buy directly from Fitbit and having this issue?

[skerber123]

I have a feeling this is going to be my problem. I bought my fitbit on Ebay. Brand new, from what I thought was a reputable store 😞 

---

@sunkist12788 wrote:

Just got this response from their support center this evening:

Thank you for reaching out regarding your disabled Versa. We apologize for the delayed response.

Fitbit has identified the serial number of your device as one that may have been acquired fraudulently. As a result, Fitbit has disabled the device and it will no longer function.

In order to re-enable the device, Fitbit needs additional information to confirm its authenticity. Please provide the following information:

• Place of purchase including selling party (Seller)
• Date of purchase
• Detailed photos of the packaging and the device

This information will be forwarded to the appropriate Fitbit team for further investigation. A Fitbit representative will be in contact as soon as possible after receipt of the above information to update you on this matter.

Anyone else not buy directly from Fitbit and having this issue?

---

[IrishKate]

My watch works again.  While I lost all of my tracked information I can start over and have it work.

Hope you all have the outcome I have!

Best wishes - Kate R.

This happened last night when I finally - rec'd another message yesterday as follows:

https://contact.fitbit.com	Thu, May 23, 7:03 PM (19 hours ago)
to me

Hi Kate,

Thanks for being a fantastic Fitbit customer and letting us know your preferred account. We also appreciate your patience while we've worked on the issue.
We've gone ahead and deactivated your old Fitbit profile so you may continue to sync your tracker on your new account.
If you haven't done so, please choose a unique password for your Fitbit account. You may find tips for creating a secure password here: https://help.fitbit.com/articles/en_US/Help_article/1392#secure.
We look forward to getting you back on track. Feel free to reach out if you have any questions. 
Sincerely,

Donald S and the Fitbit Team

[SMurphy01]

I'm having the same issue and bought my Versa off of eBay about two months ago.