Ace 2 fail to sync

[Jascott1]

Bought the kids a new Ace 2 for Christmas set up ok originally now they fail to connect to phone tried resetting and turning both phone and watch off still not working, if we can’t get it sorted will be looking for a replacement kids are distraught as they love having a competition between themselves. Feels like a waste of money at the moment

[LiliyaFitbit]

Welcome to the Fitbit Community, @Jascott1.

I appreciate your participation in the Forums and sharing that your kids Ace 2 trackers stopped syncing. Thank you for your troubleshooting efforts. I understand how frustrating this is for you as your kids received the trackers for Christmas and love having a competition between themselves. I recommend confirming the steps to sync the trackers in this help article: How does my child sync Ace or Ace 2 with their device? or How do I sync Ace or Ace 2 with my device? 

You can confirm the complete troubleshooting steps in this help article: Why won't my Fitbit device sync?

Let me know if the issue persists, I'll be around.

[Jascott1]

This is all good I know how to sync the issue is the Bluetooth not connecting the phone can’t even find the watch in devices I have done a soft reset on the device and restarted the phone still can’t find the watch whereas it was connecting a few week’s ago

Moderator edit: personal info removed

[LiliyaFitbit]

Thank you for your reply, @Jascott1.

I am sorry to hear the issue persists. Since the steps you tried didn't work, I've gone ahead and escalated your case to our Support team, so they can investigate further and provide a solution. You will receive an email from them soon.

Let me know if you have any questions.