Versa 4 can't connect with the FITBIT APP and stuck on 4 digit code

[KT_HK]

Hello All,

Since 12 February 2024, my Versa 4 was suddenly disconnected with the APP and I try reconnect the v4 and the App, however, I try so many times (more then 2 times daily) still can't connect, because I can't "go-though" the set-up steps......I can search the v4, v4 can show the 4-digit code, but when I try to enter the said 4-digit code into the APP to continue to pair the v4 and APP then once I enter the code, the APP not allow me to enter the numbers; the APP keep flash-out the number on the APP = which means that I can't successfully to enter any digit or number in the APP.

I talk to the online customer services team almost 3 times a week, but they keep reply me the same - "Wait for an email from their team"; "Escalate to high level support for reply"; "try to turn-on, turn-off the phone", "turn-on, turn-off the APP" etc......but I think this is clearly not about the device, this is all about the APP (the BUG?)

My v4 still have warranty until May, I'm thinking about this can be fixed before May or not, then nothing I can do right now..........keep waiting for the CS's email and recap once again and again.....

I already try follow:-

• Turn-on / Turn-off Bluetooth
• Turn-on / Turn-off the iPhone
• Turn to use Wifi to run the APP
• Turn to use data to run the APP
• Update the APP
• Uninstall the APP
• Clear all the history/files from the APP (deep clean)
• Reinstall the APP
• Update the most update IOS version (17.3.1)
• Try set-up in Android phone/device
• Background app refresh turn-on / turn-off

I'm writing this is want to know if there have anyone same as me and I'm very strange that why Fitbit no support team in HK?  If someone bought a new versa but same situation with me, why no one can assist to them? or dont have any support to help.....

[Guy_]

Hi @KT_HK - the new V4 Fitbit App can have a problem as you describe with the watch set-up. It may be fixed in later versions.

Support should assist you in fixing it either via another factory reset or in some cases a replacement watch if the problem persists.

If you haven't logged out from the app and swiped off the active Fitbit window and restarted the phone it's worth trying.

Also try removing the watch Bluetooth entries from the phone after the logout. 

Restart the watch and when you login it may just set them up automatically if your watch is working and get you connected without running the setup.

[KT_HK]

Hello @Guy_ ,

Thanks for your message.

The factory reset are already done and now is going to try the replacement of the device, the reason why I keep trying because I have 2 versa 4 and they are in the same issues.

I also try to logged out the app and also swiped off the active Fitbit window then continue to restarted the phone for any try I mentioned before.

I also removing the watch Bluetooth entries (including all earphone or devices) from the Bluetooth entries.... 

Further, the restart the watch and login it again to set them up, they same as before can provide the 4-digit number but the APP keep not allow me to enter the number, they keep flash out....😭

So that I mentioned in earlier, this is about the App Bug not about my device....my device will good respond to me but the App keep not allow me to enter the code😭😭😭😭😭😭

[Guy_]

Thanks @KT_HK - the bug in the app which causes the problem may get fixed in a later version, to check, try to install the latest version, depends on your phone, something like 4.12

Basically it won't allow you to setup an already factory reset watch, so one solution is to replace the watch.

The other solution is to remove Bluetooth entries from the phone and turn off the phone and use another phone.

If you can find the prior version of the Fitbit App before the release of the new V4 Fitbit App in September 2023, that should work to setup your watches.

[KT_HK]

Hi @Guy_ ,

Thanks for your suggestion, my latest version of the APP is 4.12 already...

I already use a replacement watch to try to connect.....

Those Bluetooth entries are already remove and already try another iPhone and Android phone to try but not work

I'm thinking about if the Fitbit help team will notify this and try to found a way to fix the APP bug instead of keep asking the customer to turn it, turn off, reconnect, disconnect again and again......I feel like helpless😩

P.S. I'm not a "native English speaker"