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]

Welcome to the Fitbit Community, @WhereIsFred.

I am sorry to hear the Fred clock face is no longer available in the app. I totally understand how you are feeling as this clock face is your son’s favourite, and I am here to help. In order to investigate this, I recommend trying the following:

1. Log out from the Fitbit app.
2. Verify if the Fitbit app is updated to the latest version. For instructions, see this help article.
3. Force quit the Fitbit app.
4. Reboot your phone.
5. Open the Fitbit app and log back in to your account.

After that try to look for the Fred clock face:  

• With the tracker nearby, from the Fitbit app dashboard, tap the account icon> Ace 2 tile.
• Tap Clock Faces > All Clocks.
• Browse the available clock faces. Tap a clock face to see a detailed view.
• Tap Select to add the clock face to Ace 2.

Let me know how it goes, I'll be around. 

[WhereIsFred]

Thank you for your reply. I followed the instructions provided but Fred is still missing. Refer to screen shots below.

[cid:EB9AD8BD-B6DD-4291-866F-A9A7E6F2F2A5-L0-001]

[cid:84720777-69B4-43A7-9A9D-0A2DD57C24F9-L0-001]

[cid:440F34B4-1559-45E7-9908-07C194C860F6-L0-001]

[Gcfam]

I just bought an ace 2 and my son was also looking forward to the Fred clockface and it’s also not an option in our app. I tried the above suggestions as well and it is still not there. Following to see what other suggestions they have. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Gcfam. Thank you for your reply, @WhereIsFred.

@Gcfam Thank you for joining the thread and sharing that you're experiencing the same issue. I appreciate your troubleshooting efforts.

@WhereIsFred Thank you for providing the screenshots. I wasn't able to check them, but I appreciate your efforts. 

In order to investigate further, please let me know if you noticed that the Fred clock face disappeared after the recent app update? Please provide the model of your phones and OS version.

Looking forward to hearing back from you.

[Gcfam]

Hi LiliyaFitbit,

I’m using an iPhone 8plus with iOS 13.6. 
we just received the Ace2 this weekend and the Fred clockface was missing from the beginning. I noticed the firmware version on his Ace 2 is 200001.16.18, does that matter? 
Thank you for trying to help.

[WhereIsFred]

@LiliyaFitbit

My son had the Fred clock face, switched to Rocky, and minutes later wanted to switch back, but Fred was no longer available. No software or firmware update occurred during this period.  The recent Fitbit app update took place after this occurred. 

I have an iPhone 11 with iOS 13.5.1. 

[xor22h]

We have same issue. We have two fitbit Ace's for two kids. It's gone on both;

Fitbit Ace 2 Firmware: 20001.63.5

One is managed from iOS 13.6;

Second one is managed from Android 10;

[LiliyaFitbit]

Welcome to the Fitbit Community, @xor22h. Thank you for your replies, @WhereIsFred @Gcfam.

Thanks for replying back with the requested information. I've gone ahead and escalated this matter to our team so they can further investigate. I'll update this thread once I have more details. I appreciate your patience and understanding. 

I'll be around if you have any questions. 

[Jignav]

we just bought an ace 2 for our son and we have same issue. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Jignav.

Thank you for joining the thread and sharing that you're experiencing the same issue. Our team is reviewing this at the moment. I'll be updating this thread once we learn more. Your patience is truly appreciated. I recommend to keep the app up-to-date as the updates come with new features and bug fixes.

Let me know if you have any questions.

[Cguidry1]

We are having the same issue with my son's Ace 2 fitbit. He switched from the Fred clock to a different clock. Now, the Fred option no longer appears under "All Clocks". Other clock options remain available for selection, but not Fred

[NadiaRoman]

I got a new Ace 2 and tried to change to Raccoon clock face and it won't change.  It is also shows clock error on the Ace 2 and won't let me pick a new clock face.

[Lbb36]

Is there any update on this? Today was my sons birthday and he just got the watch. He was looking forward to the monster but it’s not available. What gives?

[LiliyaFitbit]

Hello everyone. Thank you for your updates in this thread.

I appreciate everyone's feedback, I understand that this can be very frustrating. Our engineers are still working on a fix, as soon as I hear more I will update this thread. Thank you for your patience. 

@NadiaRoman I am sorry to hear you're unable to change the clock face. I recommend trying the following:

1. Verify if the Fitbit app is updated to the latest version. See this link.
2. Force quit the Fitbit app and "forget" the tracker in the phone's Bluetooth settings.
3. Reboot the phone and restart the tracker with the steps from this help article.
4. Try to change the clock face again. Sync the tracker. 

I'll be around. 

[Ben115]

Just got 3 Fitbit Ace 2's for my kiddos yesterday August 22,2020 and we cannot get Fred either. My daughter is asking for him since he is on the box. I tried doing everything in this thread but alas he is gone.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Ben115.

I appreciate your participation in the Forums and sharing that you're experiencing the same issue. Thanks for your efforts to resolve this. Our team is working on this issue. I'll continue to update this thread. I apologize for any inconvenience, thanks very much for your patience. 

Let me know if you have questions. 

[MissusBoonan]

We just updated our three Ace2’s with the new software update, and noticed that Fred is no longer available either. I hope he will be reinstated soon, lots of children love him!

[Erin_Ham]

We did the update as well and Fred is gone. I have one very disappointed child. Please add Fred back. There aren’t many changing options and Fred was the best. Rocky is ok. And no interest in the plant. We want Fred back and more change options. 

[svakil]

I bought Fitbit Ace 2 on 22nd August 2020 for my 9 year old son and Fred clock face was not on it since beginning. He is so disappointed to see Fred is not on his Fitbit. Please add Fred clock face ASAP.