Versa 4 won't connect to the Android phone (Android 11)

[ShahabEJ]

Hi there,

I got a Versa 4 for my mom. To make sure everything was ok, I first set it up on my iPhone, and it worked well. Then, I removed it from The Fitbit app I had on my phone and shipped it to my mom. She has a Samsung A30 (Android 11), which should be supported. However, the device watch won't connect to the phone. After the setup code is shown on the watch and she enters that in the Fitbit app on her phone, the watch displays a "Connected!" message, then the Fitbit app says the watch should be updated, we apply that update then the Fitbit app says installing, but the watch gets stuck at the "Connected!" message, and after a while, it times out and says "Trying to connect... Make sure your phone is near your Fitbit device and Bluetooth is turned on". The watch is near the phone, the BT is on, and everything until that step goes well. 

The interesting thing is that sometimes the watch is shown as an added device in the Fitbit app, but the watch is still at the setup screen (the initial one). 
It should be noted that it was also tested on another Android phone and the same issue occurred again.

Here is a screenshot of that warning (sorry for the quality my dad took the photo while he was talking on the phone with me and trying to work with my mom's phone :D).

Thank you for your help in advance. 

[Khoonsam]

Hi Fitbit team,

We are experiencing the same problem. My son initially tried out the Fitbit and then gifted it to me. It worked well on his phone, but when we switched to mine, it displayed a screenshot of the same warning (as shown above).

Thank you for your assistance.

[Rich_Laue]

If you have an android phone,

• Open the fitbit app and log in.
• Restart the Versa 4
• Within 5 minutes you should receive a popup on the Phone, telling you to setup the Versa 4
• This does not work with iOS 
• Ok, what would I try? 
• Remove the Versa 4 from the Bluetooth. 
• Restart the Versa 4, restart the phone. 
• Now open the fitbit app. You should be promoted to update. 

As for the update, move the fitbit app to the background, before the phones screen goes dark. 

Don't worry about the quality of the photo, this web site really makes all photos look bad 

@ShahabEJ I would have logged into moms fitbit account, setup the Versa 4 then log out. You could have shipped her the tracker. Mom then would open the fitbit app and see the tracker already connected. She still would have to setup notifications and calls. 

[ShahabEJ]

Thank you @Rich_Laue  for replying. She already restarted the device multiple times, logged out and in, reinstalled the app, and tried some other things, but still same. I will ask her to try your solution as well.

please note that as soon as it wants to install the update, the warning message appears. 

thank you

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@Rich_Laue, she tried your solution but it didn’t work unfortunately.

Here is what she gets when trying to update the device as the last step of the setup process:

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It's unfortunate that after more than 2 weeks, contacting the support team two times, trying the same steps multiple times, and were told that the "higher team" will assist us with this issue, we're still having this issue! I've used several smart watches of major brands and never had any problem like this with them! My experience with Fitbit couldn't be worse. I'm so happy that I didn't get another one for my dad! 

I'm going to return this watch and will never try Fitbit again. 

Thank you everyone in the forum for your help. 

Have a great new year.