New Versa 4 won't turn on

[Paul-79]

Arrived today, fresh out of the box and haven’t been able to use.  It’s been on charge for over 4hrs.  I’ve tried hard reset it flashes with the Fitbit icon, a large red x, flashes the Fitbit icon again then nothing….not a great introduction to my first fitbit…any help appreciated 

Moderator Edit: Clarified subject

[Guy_]

Hi @Paul-79 - it could be the watch is faulty but try restarting holding the watch button for 10 seconds till it vibrates or blanks and wait for the logo or setup screen to appear a few times, sometimes once isn't enough.

However if you can't get it going Fitbit have a 45 day refund policy or possibly authorised dealers too, some stores provide 14 to 30 day refunds.

This might be better than replacing your new watch with a refurbished one under warranty.

[MarreFitbit]

Hi there, @Paul-79. 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 Versa 4 is still not turning on. I understand where your concern is coming from, we're here to help you! 

I've seen you contacted our Support Team just right after posting here and they've already assisted you. If you have any questions regarding the outcome of your case, please don't hesitate to reach out to our team again. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly.  Thanks in advance! 

[Paul-79]

I did,, they were very helpful but unfortunately still didnt work so i sent it back to retailer and am awaiting a replacement.

[Danciub]

Same thing, ie blank screen, hold it down, Fitbit icon, red x.  Checked every support list, no luck.  Bought direct.

[Guy_]

Hi @Danciub - try another restart - hold the button for at least 10 seconds. If the result is the same try chat via the Fitbit App, Help & support section, Contact Customer support.

They can take you through a factory reset if it is a temporary issue or you can get a refund if it is new, unless you want a refurbished replacement.

[Msjmv]

I just got mine today and the same thing.

[Guy_]

Hi @Msjmv - if you tried the previous suggestions without success Fitbit have a 45 day refund policy or possibly authorised dealers too, some stores provide 14 to 30 day refunds.

The alternative is a refurbished replacement for your new watch under warranty.

[Msjmv]

I just bought this watch. I want a new one or a refund.

[Paul-79]

I ordered a new one with the retailer I use, they price matched my original order as it had gone up in price, got it this morning and it works great, had it set up up in 30 seconds.  Definitely get a refund and re-order…i wouldn't want a re-furbished either.