New Versa 4 won't turn on

[Ngumeh]

HI,

I bought my wife the Versa 4 as a gift from Amazon.

I got it in Nairobi two days ago. I have charged it severally but it is not powering up.

When I press the power button for 10 seconds the fitibit logo flashes severally then i get red X sign and the screen goes blank.

My phone says i should link the device but i can see the PIN on the watch coz its blank / black.

I need help

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Ngumeh. Welcome to the Fitbit Community Forums. I'm sorry to hear that your wife's new Versa 4 isn't turning on. Thanks for taking the time to troubleshoot this issue before reaching out. I will do my best to help you with this! 

When you say you've charged it severely, do you mean you charged it for a couple of hours already? Did you have the chance to see its battery level? Since the Versa 4 is a brand new device, it may need a full charge. 

Sometimes a Fitbit doesn’t seem to be charging when actually the issue is that it has become unresponsive. With that being said, I'd recommend putting it on to charge on a charging wire and outlet known to be working.  Leave it on the charger for a good two hours, even if it doesn’t seem to be charging.  

When it has had two hours, try restarting your Versa 4. I would recommend trying this maybe twice in a row if a first try doesn’t work.

If the above doesn't help, please do a manual 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.

[Ngumeh]

Hi Maria,

1. About charging, I have charged the watch severally using different charging methods: 2 different laptops, 3 different chargers for durations above 5 hours. I have even charged it overnight. I also bought an extra charging cable thinking it might have been the problem

2. About restarting it, i have repeatedly restarted it on several occasions for more than 5 repetitions. at times it vibrates at times it doesn't. but it goes through the Fitbit logo and the blues screen sequence every time.

3. I have not tried the last sequence of pressing and releasing the button as you have suggested at the end of your answer.

I had repacked the watch this morning and was having it sent back to the US. Im not sure I can recall it back.

I'm really dissatisfied.