Ace 2 counting walking steps but not running

[LissaB1]

My son’s new Ace 2 counts steps just fine when he’s walking normally but stops counting whenever he starts running or even walking quickly. Being five, he practically runs everywhere! We’ve tried rebooting the device but don’t know what else to try. Thanks!

[LiliyaFitbit]

Welcome to the Fitbit Community, @LissaB1.

I am sorry to hear your son's new Ace 2 is not counting steps when your son is running or walking quickly. Thanks for trying to resolve this by restarting the tracker, I totally understand how you are feeling and I am here to help. 

Sometimes, when your son starts walking or running, the steps may not update on the device right away. After about 10-15 continuous steps, you should notice the steps catch up and start updating in real time with each step your son takes. You can find more information about accuracy of Fitbit devices at How accurate are Fitbit devices?

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