Ace 2 Fred clock face no longer available in the app

[WhereIsFred]

The Fred clock face is no longer available in our app. Fred is my son’s favourite and he is devastated that he can no longer switch to the Fred clock face. Has Fred been removed or is this an issue with our setup only?

Moderator edit: subject for clarity

[LiliyaFitbit]

Hi everyone!

Your feedback and comments are greatly appreciated. I don't have an update at this time, but wanted to let you know that our team is working on this issue. I will update this thread once I hear more. Thanks again for your patience. 

I'll be around. 

[Keys666]

This is absolutely not good enough. How can popular features that featured heavily in advertising and on the product packaging be withdrawn with no replacement?

For a kids' step tracker to have only two faces that are even remotely fit for purpose isn't enough, never mind the removal of the best face. If my daughter wanted a watch then I would have got a watch. She wants a fitness tracker where you can at a glance see the steps, and that is fun for kids. 'Fred' was the only face that managed that. 

It needs to be fixed now, it can't be that hard to restore a feature that was working fine. And then add more 'fun' faces. 

[svakil]

Hi LiliyaFitbit,

can you please update us? When will Fred clock face available?

 Thanks 

shivang

[JenniferGeorge]

I've just bought a new Ace 2 and discovered this same problem. The fitbit is a present for my son to help with his anxiety about returning to school, and he was looking forward to having the Fred clock face like his big brother. I've just set the tracker up and discovered that's not an option, and I'm dreading telling him when he wakes up, he really doesn't need anything going wrong on his first day back. I never anticipated that a face would have been taken away so have let him go to bed before I checked it all! 

I already thought the clock faces were disappointing, but not having this one makes it a pretty boring tracker for kids. Will be sending it back and going for a Garmin I think, which is a shame given the reason we bought it.

[Jay202]

Totally agree. This clockface was the main driver for buying this watch as it was on the box...and it was the only truly exciting face. My son’s watch stopped communicating with our iPad so was out by about 20mins for some reason...I had to set it up again on the IPad and synch and then the fred face was gone. I can’t bear to tell my son. It had become a real buddy during lockdown. Absolutely rubbish. Sort it out Fitbit.

[MissusBoonan]

Why on earth is this taking so long to fix, Fitbit? Surely you are doing regular software updates, and since Fred was already there it should be a simple matter of putting back what you took away? I fail to see why there is such a delay on this when it’s clearly a significant issue for your customers?

[CJMPerth]

Same issue as many others here.... Disappointed 6 yo who saw the picture on the box only to learn it was taken off about a month before he got it.

How hard is a simple bit of programming? I can forgive that with an update it may have been deleted for some reason, but not excusable for it to be months bow without a fix....

False advertising with it still being on the box. As others have stated the picture sold their kids on the product.... imagine if Nintendo decided to not release a mario game on a system, even though he is all over the box...

Seriously guys, just fix it.

[Keys666]

@LiliyaFitbitCould we have a fix for this, or at least an update? 

[KidMissingFred]

Hi my son is devastated about Fred (Jake he calls him) will this issue be sorted or are we going to have to see our kids Fred has gone to monster heaven??? 

[veroonia]

Hi, 

I have the same problem as described above, Fred just disappeared from one day to the next. It was also my child's favourite clock face. There wasn't a change in device, it's a Lenovo A7000. I followed your instructions, but nothing has changed, still can't see him. Can you please help me? 

[Fred4Life]

My son too is upset. Going on two months I can tell you as a developer there is ZERO chance they could not fix this by now. This means they are purposely not putting Fred back. My only guess, Fred's likeness might have been someone art and they are now locked in a law suite over it. It explains how lame the generic response are. If they were in a law suite they wouldn't be able to talk about it. I dont care about all that, get it fixed fitbit, my 5 year old is deviated and I blame you.

[Keys666]

@LiliyaFitbit  Is there any further update you could give us? Lots of unhappy children because of this. Thanks. 

[mpc28]

There was an update to my fitbit app on my iPhone yesterday and i'm glad to report the FRED watch face is back 👍

[KidMissingFred]

He is back!

[Gcfam]

He showed up!!! We just checked today and Fred is there. Thank you Fitbit team!

[Fred4Life]

Fred's back, well a slightly stockier version of him lol... Ill take it, thanks Fitbit for doing the right thing.

[LiliyaFitbit · Accepted solution]

Hello everyone, thanks for your participation in the Community.

Thank you for confirming that the Fred clock face is now available in the app. I appreciate your time and feedback. Thanks everyone for your patience while we worked to correct this issue.

See you all around the forums! 

[Ben115]

Thank you very much for getting Fred back on the watch. As soon as the email came in that he is back; I installed him on all 3 of our kiddos watches! They are now running in circles to see Fred grow. Thank you Fitbit!

 

[Gcfam]

😂 mine is doing the exact same thing right now. He has been going in circles for the last 15 minutes after he saw teeth show up!!

[Marco1000]

Thanks for getting back.

Could you please reinstate it? I get asked every single day when is Fred back. It seems to me that is something that should have no cost from your side. Also to be fair the face was already on the watch and it was made disappear. It's not just that wasn't selectable anymore.

Otherwise I might have to send it back to Amazon.