On Sunday, October 20, 2024, I attempted to add my debit card to my Versa 3 'Wallet', but was having a problem doing so. Eventually, a message appeared advising I might 'need to update the Fitbit app'. I have my apps set to 'not update automatically', so when I looked at the apps needing updating, Fitbit was listed as having an update available. I updated the app (Big mistake. Huge as my device had been working flawlessly.), and, spent a couple of hours trying to sync/pair/find my watch again to no avail. I called Fitbit (as I have not yet made the change to register my Fitbit with Google since they purchased the company). After having multiple conversations with different folks there, I was advised my Versa 3 had essentially 'stopped working', and that I'd need to purchase another Fitbit device to continue with their service. So, I purchased a Versa 4. I received the device three days later, and, lo and behold, I had the same identical problems with it as I had with the Versa 3 - - I could not sync/pair/find my new device, and it gave me the same list of ways to resolve the issue as had been given with my Versa 3. I tried all the steps multiple times, but nothing worked. So, I ended up calling the Fitbit folks again. This time, the gentleman walked me through all the steps I had already done myself as well as previously with the Fitbit folks re the Versa 3, and, finally, he told me that 'other Fitbit users had been having the same problem as I was having', and that they were 'working' to resolve the issue. When I asked him how long the problem had been ongoing, he said about 10 days (I have since learned that this problem has been ongoing since about April of 2024). So, I asked him why the folks I talked to three days earlier did not inform me of this problem, but, rather, told me I needed to buy a new Fitbit device because mine had 'died'. He said he couldn't account for what other people had told me, but I assured him I would have never purchased a new Fitbit device had I not been told the problem was on my side, and to continue the service with them, I'd need to buy a new Fitbit device. I told him I wanted to return the Versa 4, and he gave me a number to call the Google Store, and I proceeded to make arrangements to return the Versa 4. Very long story short: Folks, the problem is not with your Fitbits, but the problem is with the Google app. They are being totally unresponsible to their customers in not addressing this issue, and are informing people to buy new devices when, indeed, they do not even need a new device and said purchase will still not resolve the issue. This is highly illegal and unethical in my opinion. Until Google becomes responsive, and addresses the issue, I would suggest we all move away from Fitbit and look for another device that can be supported by similar apps. (I apologize for the length of this post.)
Moderator Edit: Clarified subject
Community Moderators ensure that conversations are friendly, factual, and on-topic. We're here to answer questions, escalate bugs, and make sure your voice is heard by the larger Fitbit team. Learn more
Best Answer
Fitbit Product Experts Alumni are retired members of the Fitbit Product Expert Program. Learn more
