Ace 3 is not turning on

[DLK1234]

Hi there, I have tried to re-start by holding both sides, I have tried charging, but still black screen, I have made sure the app is up to date ; can you please help? 

Moderator Edit: Formatting.

[AndreaFitbit]

Welcome to the Fitbit Community, @DLK1234. I'm sorry to hear that your child's Ace 3 is not turning on. Thank you for letting us know that you have tried the restart, charging and made sure that the app is up to date. I'll be happy to assist.

Please confirm that you have restarted the device with these steps:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Connect your device to the charging cable. For instructions, check How do I charge my Fitbit device?
3. Press and hold the button or buttons on your tracker for 5 seconds.
4. Release the button. When the tracker vibrates and shows a smile icon, your tracker has restarted.

Please also change the clock face with the instructions of: How do I change the clock face on my Fitbit device?

[DLK1234]

Hi there,

I have tried to charge in different USP ports (just in case the port wasn't working), but no luck. 

When I plug it in or when we touch both sides it vibrates, bit nothing happens.

It was her 2024 Christmas present from her oldest sister and she is very upset.