New Versa 4 is stuck on a red X

[E_white]

I have just bought a new Versa 4, it has been on charge for 5 hours, vibrated when first initially plugged in. Now shows nothing when you take charger on/off, when holding the button it either comes up with the logo then turns off again, or flashes the black/bright blue logo a few times followed by the Red Cross… cannot connect to my phone as obviously no charge or action!

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @E_white. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your new Versa 4 is not responding. I understand your concern, I will do my best to help you with this!

Please do a manual factory reset: Press and hold the button for about 8 seconds until the screen turns off and vibrates. When you feel 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. 

Once this has been completed, please try setting up your Versa 4 once again. For more information, see How do I set up my Fitbit device?

[E_white]

Thank you for your reply. I have done these steps and still not getting anywhere, it will not charge/register whether it is charging or not. Doesn’t matter which plug or plug socket I am using! 

[MarreFitbit]

@E_white Thanks for getting back to me. 

I understand that your Versa 4 is new and you've tried charging it for more than 5 hours, but please note that there are some issues that affect this, being which power source is used and how clean the contacts are and how well the charger is seated. If you are charging your Versa 4 on the wall socket, try using another CE certified USB adapter for low energy devices.

In addition, please see Why isn't my Fitbit device's battery charging?

[E_white]

I have continued trying with this, I am managing to get my phone to recognise the watch but when it asks for the code the watch screen does not light up at all. Have then tried the factory resetting ways again. Makes me wonder if it actually is charged up and it’s now a screen issue but I am always seeing Fitbit logo when it’s restarted. 

[MarreFitbit]

@E_white Thanks for the update and for trying the steps I recommended. Since all the steps you tried didn't work, you have a Versa 4 and report it's stuck on a red X, I need additional information from you that would best be shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. 

This form is only meant for you to use, so let me know once you’re done. Click here to get access to it.