Versa 4 only works when it's connected to the charger

[Tia780]

I bought a versa4 watch last April and this week it stopped working. The screen is black and I am unable to access anything. I am able to use it only when it is on charge. I tried to factory reset but it didn't work. Can you help me ?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Tia780. Welcome to the Fitbit Community Forums. I'm sorry to hear that your Versa 4 is not turning on. Thank you so much for your time in trying to solve the issue prior to posting here, I'll be glad to help you with this!

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 restart doesn't work (while your Versa 4 is connected to the charger) try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face.

Let me know how it goes. 

[Tia780]

Hi! I try to restarted my Fitbit and changed the clock, but I wasn't able to do so. I'm still only able to used it when it's on charged. Now I also have an error clock message on the screen and I can't go to the settings anymore. 

Thanks for your help.

 

[MarreFitbit]

@Tia780 Thanks for trying to follow the steps I recommended above and taking the time to attach the photo. 

To review whether your Versa 4 is defective, I've created a case to get you in contact with our Support Team about this issue. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you shortly! 

We hope to get you back on track soon!