Versa suddenly stopped syncing.

[JV2626]

Does any one know how to correct the versa not syncing problem (without updating to the notoriously bad newer version of the app) I got it to work briefly by uninstalling and re-installing the device, but doing that every time I want to sync is insane.    Here’s the long rant version of this question:  I purposely have not updated the fitbit app because of ALL of the very negative reviews about how it renders the devices useless and “customer service” does NOTHING to correct this except direct them to meaningless trouble shooting articles when they’ve already done every step in those articles with no change to the problem. So now my Versa which is less than 5 months old (!!!) suddenly has stopped syncing anyway. I’ve forced the device to shut off and turned it back on several times with no success. I’ve logged out of the app and back in which at first did work, but after using that tactic a few times it also is now unsuccessful. I shut off and on the Bluetooth to my phone (does nothing to help); and had Bluetooth forget this device and try to re-find it (does nothing). So earlier today I deleted the device from the app and reinstalled it. That worked for about an hour and a half, but now it’s back to not syncing again. My phone and iOS are supported by the app, and since the device has been working up to this point, they are compatible. It re-installed with no problem and worked fine for a brief period of time so it’s not like the device can’t sync, it’s just that the app can’t find it all of a sudden. The device and phone are well charged as well, so it’s not a power problem. I don’t know what the problem is all of a sudden. I’m sure I’ll be told that “this is not the experience Fitbit hopes for its customers to have” and I’ll be referred to an article saying I need to use the most current version of the app (which as we all KNOW is flawed to no end and a crap shoot if it’ll work at allor not!). I feel like it’s just a tactic by the developers to force the update down people’s throats , and I’m afraid I’ll have to update to the garbage version of the app anyway. 

[LizzyFitbit]

Hi @JV2626, welcome to the Community Forums.

I'm sorry that your Versa isn't syncing correctly with your iPhone. Thanks for sharing your thoughts about this situation, as well for the steps that you've tried. I see where are you coming from, and I'll help you with this. Before anything else, as you may know there are some factors that may prevent your device from syncing. Since that wasn't included in your post, please confirm if you've turned off other Bluetooth connections when not in use. If you've used more than one device to sync, make sure that device isn't nearby. I'm also wondering what iOS version is running in your iPhone, as currently the iOS 13 beta isn't yet compatible to work with the Fitbit app.

If this doesn't apply to you, may I know the error message displayed in the Fitbit app when trying to sync or setup your Versa? I'd recommend to update the Fitbit app, as that will affect the connection between the Versa and your phone. We'll keep working on the Fitbit app and our products to improve their performance, and your comments will not be taken for granted.

Look forward to your reply.

[JV2626]

Hi, thank you for your quick and helpful response. I had already gone through the steps you mentioned, and ended up calling customer support. The tech rep, who also went through all the trouble shooting I’ve done and was able to confirm the error messages I’d received, was a great help. We once more went through the process of removing and re-installing the device, and although this time it went much more smoothly and faster than most of the previous re-installs, he told me that it shouldn’t have taken even that amount of time, and that since it’s a re-occurring problem the device should be replaced. He e-mailed me a form which I filled out to have a replacement sent. I’ll let you know when I receive the replacement if it works 🤞. I will be more than happy to amend my review of the app and my criticism of fitbit at that time, but for now I owe the customer service reps on the phone an apology for lumping their service in with other negative experiences I’ve had with fitbit products and services. The tech support representative I spoke to was quick and efficient, polite and very professional. Hopefully the replacement will process smoothly and I’ll have a better experience with the new device, and the app for longer than a few months this time.
Thank you again for your considerate help.

Sent from my iPhone

[LizzyFitbit]

Hi @JV2626. I'm glad to see you here again, and I'm sorry for my delayed response.

Thanks for taking the time to share your feedback with our Support Team and I'm glad that you'll receive a replacement device soon. I totally understand how you were feeling with your Versa not syncing, and I'm sure you'll rock your steps with your new one. Once you have it, make sure to set it up to your existent account, so your details can sync there.

By the way, I'd like to invite you to visit our Discussion Board where you can share your experiences, meet people and create new topics.

Hope to see you around!