Versa 4 is unresponsive

[alyssa-m]

I'm on my second Versa 4 in about 4 months and both of them now have the same issue. They were working just fine one moment, and then when I went to check the time the watch would not turn on. The screen is black, if I press the button for a second or two it vibrates, but other than that, nothing. There are no notifications coming to it, alarms I have set don't go off, and the screen stays black at all times so I can't see anything. My phone which always connected just fine, can't find the versa 4 now, and I even tried changing the clock face only for nothing to change. I've tried restarting it by holding the button for 10 to 15 seconds, but it doesn't respond at all - it's like it's stuck.

Since I've had both for less than a year, I would really like the warranty to replace at least one of them, but unfortunately, I can't find where I am supposed to get the return authorization so I can start the process of a warranty claim. Hopefully someone can help me here.

Moderator Edit: Clarified subject

[Guy_]

Hi @alyssa-m - if you bought from Fitbit direct you can contact them by chat via the Fitbit App, click profile photo, Help & support, Contact Customer support. Or if bought from a shop check with them if may be able to replace it there.

[MarreFitbit]

Hi there, @alyssa-m. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Versa 4 before reaching out. 

To better assist you, please make sure you've restarted your Fitbit device as suggested here How do I restart my Fitbit device?

If the above hasn't worked, may I know if your Versa 4 is vibrating while trying to perform the restart? If there's no vibration whatsoever, please try the steps provided here Why isn't my Fitbit device's battery charging?

If the issue persists, please follow @Guy_ advice and chat with us online or give us a call. Click here to get connected.

[alyssa-m]

I did attempt to restart my Fitbit by holding the button down for 10 seconds, but it does not restart. It vibrates once after holding the button for about a second, but after that it does nothing.

The singular vibration I get is the only type of response I can get from it. The screen is black and never comes on or does anything, like I said before.

I've had it less than a year so it's still under the limited warranty, which is why I was hoping I could get it replaced if no troubleshooting worked (and nothing has).

[alyssa-m]

Both were purchased from Amazon, but they are outside of Amazon's return window now.