help menu

Join us on the Community Forums!

  • Community Guidelines

    The Fitbit Community is a gathering place for real people who wish to exchange ideas, solutions, tips, techniques, and insight about the Fitbit products and services they love. By joining our Community, you agree to uphold these guidelines, so please take a moment to look them over.

  • Learn the Basics

    Check out our Frequently Asked Questions page for information on Community features, and tips to make the most of your time here.

  • Join the Community!

    Join an existing conversation, or start a new thread to ask your question. Creating your account is completely free, and takes about a minute.

Not finding your answer on the Community Forums?

Cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

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

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎05-12-2019 19:42

‎05-12-2019 19:42

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!

Best Answer
Labels:
43 REPLIES 43

‎08-01-2019 12:51

In response to Ewak26

‎08-01-2019 12:51

I have been waiting on my escalated ticket since June as well, and sent pics of the box and my store receipt from BEST BUY. I have heard nothing but now I will call and see what excuse they give me. I went out and bought a Galaxy Active watch a few weeks ago and haven't regretted it once. I only want to activate the Versa to sell it. 
This was a ridiculous experience and shameful in company response/lack of customer service. 

Sent from Yahoo Mail on Android
Best Answer

‎01-25-2023 09:24

‎01-25-2023 09:24

Has this been solved? I see all these comments from 2019 but i just got a Versa 4 and 2 weeks later it gave me the same issue. I’ve contacted support and they just did the normal reset and unpair and then escalated it. Will this be an unfixable issue? Did i just waste my $250? 

Best Answer

‎04-24-2023 20:53

In response to SMurphy01

‎04-24-2023 20:53

I just received mine today and got that message.  Waiting for them to get back to me. 

Best Answer
0 Votes

‎05-22-2023 18:58

In response to Ewak26

‎05-22-2023 18:58

I had the same problem.  Brand new watch still in the box.  Had to take the plastic off the pebble!  Maybe they're making the products so fast and from so many places they can't keep track of them?  It's only the Versa 4 that has this problem right?  The last message I got from fitbit said they would be reaching out via email with a solution.  That was April 28th.  The ebay seller gave me a full refund.  I got a Fitbit Sense Pebble off ebay from somebody else and so far so good.  I haven't mentioned that to Fitbit just wondering if they'll EVER get back to me. 

 

Best Answer
0 Votes