Versa not syncing with app.

[Raramey]

All of a sudden my Versa stopped syncing to my iPhone... it last synced on Saturday... it keep searching for my Versa... please Help!

Moderator Edit: Clarified Subject.

[LizzyFitbit]

Hi @Minicandekisses. Nice to see you here.

Thanks for getting back and providing me with the requested information. Since your Versa isn't able to sync despite the troubleshooting steps, I've gone ahead and requested a new case so our Support Team can give you a hand. You'll receive an email with more details, keep an eye on your inbox.

See you around.

[Sabrina0289]

Hey all. 

Just thought I would give my 2cents as well. I brought a Versa in December 2018, it has been fine until around 3 weeks ago. I can only seem to get it to sync once a day and then there is an issue with the time. The time on my versa is currently 35 mins beind the time everywhere else.  Due to my Versa not syncing with my phone, I can't update the time on my Versa. I have contacted Fitbit numerous times and I too get the same response, switch Bluetooth on and off, reset phone, reset versa, to which I have done hundreds of times over the last few weeks. I have even factory reset the Versa, it took over 24 hrs to try and connect it back to my phone. Half the settings are missing off of the Versa, including tracking my sleep. 

My niece was given the child's fitbit for her birthday which came out in June 2019... She has had it less than 2 months and its not keeping its time or syncing either. The other day when she was going to school at 830am, her fitbit was displaying 6am as the time. I think there must be an issue with an update in the fitbit software, which fitbit are not willing to acknowledge or correct. 

Such a shame as I loved my fitbit Versa. Looks like I will have to invest in a decent smart watch now. 

Thanks for reading. 

[LizzyFitbit]

Hi @Sabrina0289. Welcome on board. It's nice to see a new member around.

Thanks for bringing this to my attention, as well for your efforts while troubleshooting your Versa. You did a great job. I'm sorry that you've gone through this situation, and let me help you out with this. About your device, I've checked with our Support Team and apparently they already took your case under their wings. I'd recommend to continue working with them, so they can help you out.

In regards to your niece's Fitbit device, please provide me with the following information:

• Does she have the Ace or the Ace 2?
• Model and OS version of the phone used to sync her Fitbit.
• Have you updated the Fitbit app to the 3.0 version?
• What troubleshooting steps have you already tried?

I look forward to your reply.

[Sabrina0289]

Thank you for your response.

I am unsure which model my niece currently uses. I would need to speak to
her parents to find out.

>From looking through all the forum posts, it seems as though a large number
in the fitbit community are having the same issues as myself and my niece.

I would suggest that your troubleshooting/tech department look into
previous app updates which you have issued and fix the problems with a
patch. Whilst another department has dealt with the issues I have by
offering me a replacement, it has left me disappointed. I certainly won't
be recommending fitbit to any friends or family members. I am now wondering
how long it will be until my replacement fitbit decides to stop syncing and
keeping time. To which I will then have to go through this whole process
again.

Sort the issue out on your end for ALL of your customers. A patch fixing
the software issues will be more cost effective then sending customers
replacement devices and it will also keep the reputation of the company.

Sabrina.

[Arcticsnow17]

At least they are offering to replace yours. I just keep getting can you reset it and reinstall it. I have a few times. That works for not even a day! Good luck to you!

Sent from my iPhone

[Sabrina0289]

Mine was doing exactly the same thing. I hope they replace yours as well. I
emailed them, spoke on the chat, then posted on here about it. How long
have you had yours for?

[Arcticsnow17]

I think I got it in Jan/Feb. so 6 months. I’ve had issues from since the first week. I’ve emailed them and chatted on here as well. They just keep telling me to reset and reinstall. And I keep telling them I have done that several times. And it’s not like I bought it from a third party. I bought it direct!

Sent from my iPhone

[Yogajons]

I totally agree with you, MimiMW! 

I have wasted an exorbitant amount of time since my Versa quit syncing over a week ago researching & implementing all the suggested solutions. I was considering buying another Versa, but why throw good money after bad? Evidently, this is a software problem that Fitbit has not been able to successfully reconcile, according to what I have read. I plan to buy an Apple Watch on Prime Day.

[BlueReef]

Guys

bottom line:

if you have this persistent issue, and you tried everything then call Fitbit and ask for a replacement.

I assure you this is a hardware issue.

i had mine replaced and then things worked super fine, I am now enjoying a nice Versa, thanks to Fitbit excellent customer services.

This is the summary of my experience.

[Paltri]

I have the same problem: all of a sudden, my Versa doesn’t send any data, it doesn’t appear among my Bluetooth devices and is unable to connect to any WiFi network. 

In the past 5 days I have tried everything suggested here several times, but nothing happened. 

I am am very disappointed.

what shall I do next?

Apparently I spent money on a “smart” device that now only gives me the time like a normal watch...

——-

i have an iPhone 7 with the latest iOS installed (12.4 at the time of writing) and an up to date version of Fitbit app

[Yogajons]

Mine wasn’t even keeping the correct time!

Sent from my iPhone

Moderator edit: removed personal information

[LizzyFitbit]

Hi @Sabrina0289, @Arcticsnow17 and @BlueReef. It's nice to see you around. @Yogajons and @Paltri, welcome to the Forums! I'm sorry for my delayed response.

@Sabrina0289, thanks for keeping me updated. I understand where are you coming from, and I'm sorry that you had this experience with your Versa. Our team often reviews the Community to work and improve our products based on your feedback. About your niece's Ace 2, please check with her parents if her phone is part of our fully supported devices list, as if non-supported devices will not always be able to sync or work with the Fitbit app. Also, please ask them to get in touch with our Support Team, so they can give them a hand with her Ace 2.

@Arcticsnow17, thanks for your feedback about the experience with your Versa and our Support team. I see your point of view, and appreciate the steps that you've tried to get your device syncing. Just to confirm, besides restarting it and reinstalling it, what other steps have you tried? May I know your phone's model? Also, is the Fitbit app updated to the latest version?

@Yogajons and @Paltri, thanks for joining the conversation, as well for the troubleshooting steps tried. I understand how you're feeling with your Versa devices, and I'm here to help you. I've contacted our Support Team so they can create a case on your behalf. You'll be receiving an email from them, so keep an eye on your inbox.

@BlueReef, thanks for stopping by, and sharing your experience with our team. It's great that you got a replacement, and I'm sure you'll crush your steps! 

Keep me posted.

[Arcticsnow17]

Lizzy - clear you cannot read as I’ve answered that question countless times. Have someone else respond to me.
Yet Fitbit refuses to address my question or provide any support!

Sent from my iPhone

[BlueReef]

I have used a screen recording app to record the issue and then sent the video clip to Fitbit team through email. They have done some analysis, and then acknowledged the issue and sent me a replacement. The process took a few days, but the correspondence was efficiently handled through multiple customer services representatives around the clock, none of them asked me to repeat the steps I have already done with the previous representative, the discussion through email kept progressing until they have reached a conclusion and the replacement decision was made. I am very impressed by their efforts to be honest. 

I suggest you give it a try ! 

Good luck.

[Sabrina0289]

I would just like to give an update on my replacement fitbit which I have
had for just over a month... It is still syncing, however it has now
started to lag on its time.

Well done fitbit! An expensive pedometer to not function correctly. I can't
wait to see what time is on my fitbit when I wake up in the morning.

How long will it be before Fitbit investigate what is causing this issue?!

[xrratefd]

The work around does not work! Please pass to the techs to get this resolved. This has all started since the new fitbit app went live.

[Deneeka]

My Fitbit started doing this too. This morning I noticed the time on my Fitbit was about 10 mins behind my phone, and I couldn’t get it to sync. My hubby tried for a while to get it to work and finally ended up deleting and reinstalling the app and removing my versa from the Bluetooth and re-pairing it. I’m the meantime it ended up becoming 30 mins behind and even went back in time at one point (said 9:00 and when I looked a second later it said 8:58. It finally synced, but now at the end of the day it’s not syncing again. I have iPhone XS, iOS 12.4.1, Fitbit version 33.1.30, app version 3.5

[MrsPatto]

Got sick of my Versa never syncing, tried googling it, came across this thread and low and behold, everyone seems to be having the same issue. Why is fitbit not doing anything to fix it? Is anyone else's battery rubbish also? I also can't get notifications to work. My husband has a Garmin and it's leaps and bounds ahead of my Versa. I have serious buyers remorse 😟

[xrratefd]

I had battery issues and contact Fitbit and had to do a battert test for 24
hours and they sent me a new versa.

[Deneeka]

I went through all the tech support troubleshooting steps, and since my Fitbit is not longer under warranty, I am SOL with a useless expensive Fitbit. I have NO plans on ever buying a Fitbit again and my husband, who owns a tech support company will be letting his clients know about my experience and recommending they don’t go with Fitbit.