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Versa locked and cannot pair with iPhone 11

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‎02-16-2020 08:07 - last edited on ‎02-17-2020 09:34 by Fitbit Moderator

‎02-16-2020 08:07 - last edited on ‎02-17-2020 09:34 by Fitbit Moderator

Hi, got a new iPhone and watch keeps indicating “unlock with iPhone” and cannot see the 4 digit code that I am supposed to enter into the app as required.  I’ve seen instructions that say to go to profile and click image of device within the app but I do NOT have an image of the device.  Can anyone help!?  This is extremely frustrating!  You think Fitbit would figure these things out if they want to remain competitive.  

 

Moderator edit: updated subject for clarity and label

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‎02-17-2020 09:29 - last edited on ‎09-21-2024 09:33 by Fitbit Moderator

‎02-17-2020 09:29 - last edited on ‎09-21-2024 09:33 by Fitbit Moderator

Hi @Martyf1. Welcome to the Community Forums.

Thanks for sharing that you got a new iPhone. I'm sorry that you're having this experience and let me help you with this matter. Before anything else, I'm wondering if your Versa was syncing with a previous phone prior getting your iPhone 11 as this will explain why you're getting that message. With watches that support Fitbit Pay, you'll be asked to unlock it first due security reasons to then sync it with a new phone without going through the set up process again

That said, since your watch isn't longer paired to your Fitbit account, I've gone ahead and requested a case on your behalf so our Support team can give you a hand. They'll send you an email with further details, keep an eye on your inbox.

I'll be around, keep me posted.

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‎02-18-2020 06:43

In response to LizzyFitbit

‎02-18-2020 06:43

@Martyf1 when switching phones, there is no reason to setup your Fitbit again. Simply download the Fitbit app, log into your Fitbit account, grant any permissions requested and your good to go. 

To unlock with the phone, requires your tracker to be connected to your Fitbit account and you should see the tracker listed as a device in the Fitbit app. 

The tracker will give you this message after too many failed attempts to unlock. 

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