Ace 2 doesn't show sleep

[Nadmitch79]

Hi there, my problem seems to be a problem for quite alot of you and am hoping there has been some resolution. Bought my daughter fitbit Ace 2 for Christmas. The sleep tracker worked perfect the first night and then was not illuminated and said no data under the moon symbol since. I have been reading all possible solutions and have tried them all with no luck.  Restarting, changing clock face, removing account and re-adding it etc. 

Please help!

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Nadmitch79.

Thanks for the details shared in your post and for already trying to resolve the issue. I understand how you are feeling about this situation. I recommend confirming if the tracker is paired to your child's account and syncing:

1. Open the Fitbit app and tap your profile picture from the Today tab.
2. Tap My Family.
3. Under your child's name, tap Switch to Kid View.

4. Tap your child's profile picture and check if the tracker is paired and the last time it synced. Sync the tracker and check if the sleep information is showing in the app.

For more information about syncing the Ace 2, see How do I sync an Ace tracker with my phone or tablet?

Hope this helps.

[Nadmitch79]

Hi there, so I tried everything you suggested and the moon is still dark
and says no data. I was able to see her sleep info on the app on my phone
but thats it.

[LiliyaFitbit]

Thank you for your reply, @Nadmitch79.

I appreciate your efforts and the additional details. In order to investigate the issue, could you please provide the model of the phone you're using to sync the tracker and the operating system. 

I’ll be around.

[Nadmitch79]

It is the Huawei pro20