Can't unlock Versa 4

[deviceuser]

Versa 4 I have recently moved my fitbit account to google but then my device won't syn. When I tried to add it I get a message "Cannot Pair - this device has been locked and cannot be paired"...

Any ideas? 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @deviceuser. Welcome to the Fitbit Community Forums. I'm sorry to hear that your Versa 4 is locked, I understand your concern. I will be glad to help you with this! 

Please note that if you enter an incorrect PIN code 10 times, you're prompted to unlock your Fitbit device with your paired phone.

Since you migrated your Fitbit account to Google, I'm not quite sure if the steps below will work for you, nonetheless, I'd suggest giving it a try. 

To unlock your device with your phone:

1. In the Fitbit app, tap the Today tab > Devices > your device.
2. Tap Device Lock.
3. Find the option to reset your PIN code.

Note that after you reset your PIN code, you must add your cards to Fitbit Pay or Google Wallet as if you were setting it up for the first time.

Let me know if the steps work. 

[deviceuser]

Hi Marre,

Thanks for your response.

I removed the fitbit to try and re pair it, so the device doesn't show as a paired device. I have gone through trying to pair it again and that is when I get the warning. This is after I have been through the pairing process and inputting the pairing code. 

(As I don't use the pay function, I have not set a pin for my fitbit) so thats not a problem

[MarreFitbit]

@deviceuser Thanks for the details provided and for the image attached. 

In order to unlock your Versa 4 now that it's no longer paired to your phone, I suggest performing a factory reset. Important: Take into 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. 

With the above being said, please follow the steps below to proceed with the factory reset:

Press and hold the button for about 8 seconds until the screen turns off and vibrates. When the customer feels the vibration, release the button, then immediately press and hold the button again. Wait for the Fitbit logo to appear, then as soon as the logo disappears, release the button, then press and hold the button again. When you feel the vibration, release the button, then wait for the watch to complete the factory reset.

Now, you can follow these steps to set up your Versa 4. 

[deviceuser]

No success...that has completely locked me out and it just gives me a spinning wheel saying 'connecting'.

Unable to use as a watch or step counter now, let alone sync it.

[deviceuser]

Any ideas? 

It should still be under warranty, but how do I contact Google/Fitbit to bring up the issue and/or return to them?

Thanks