Ace 2 falling off band

[Jblotkampstark]

Has anyone else had a problem with the Fitbit ace falling out of the band? We haven’t even had it for a month and the Fitbit fell out of the band. As dumb luck would have it, it fell down a drain and is lost forever. I feel like it is not our fault it wasn’t connected securely. With my inspire, the device is connected by pins but with the ace that is for children is would just pop out of the rubber band. Has anyone else has a problem with it popping out of the rubber band? I’m very upset that it’s not covered I. He’s 45 day warranty. I feel like it was a faulty band and not our fault the Fitbit fell out.

Moderator edit: subject for clarity 

[dshoup]

I just found this thread after my daughter notified me her Ace 2 fell out of the band. 

[SunsetRunner]

I had the same issue, my daughter lost her gem at summer camp. I called customer service to be pretty much told there is nothing they can do. She only had it a few weeks. $60 wasted. Now I’m on the market to get my twins bands, I just hate that they haven’t made any changes. I might have to look elsewhere. 

[Kalinard]

We bought ours and received it end of July 2020.   My son came home yesterday after a child tackled him in the school yard during recess and told me it fell out of the band.   The fact that he saved up his birthday money to purchase it when it was on sale - thank goodness we didn’t pay full price- but still $75 (Cad) for him to save and buy it with his own $- only to have it simply fall out of the band is incredibly poor design for an expensive kids product.    
He will be going outside with teachers today to triple check the yard but chances of him finding it are slim :(.  

[Csummers87]

@Kalinard If you can, go to your son's school at the end of the day (I went with my son in the morning before school started). I downloaded an app called 'Wunderfind' and it shows all available bluetooth devices nearby (also says how many feet you are away from the device). It picks up the Ace 2 so if you are within a reasonable distance it will show up on the app and tell you how close you are. I also kept the Fitbit app open and kept swiping to try and sync the device. Once you are close enough to the device it will sync and that means it's near to where you are standing. Between the Fitbit app and Wunderfind I wandered around my son's playground with him for a bit and we managed to find it! It had been there all night and had even snowed a little but when I went in the morning we managed to find it. If your son knows roughly where he was tackled I would start there. I know it's not ideal (we still haven't found a replacement for my son's device so it's pretty much useless anyway until we can find one on Amazon) but it might help you get the device back for him?

@Kalinard  Sorry there's also an app called 'LightBlue' that I used at the same time. It also picks up on nearby bluetooth devices and displays a signal strength or percentage of how close you are (I can't remember exactly) and between the 3 apps I found it.

Moderator edit: merged reply

[CatSwe]

My child’s fit bit has fallen out of his strap. Not impressed as it was a Christmas present

thankfully We found it as it was at home. But we may not be so lucky if it happens elsewhere. I am inclined to not want him to wear it which defeats the purpose 

how can I put it back I securely

[LiliyaFitbit]

Welcome to the Fitbit Community, @CatSwe.

I am sorry that you went through this situation, I understand how you are feeling. You can confirm the steps to put the tracker at How do I wear my Fitbit device? Since the tracker shouldn't fall out of the strap, I recommend getting in touch with our Support team regarding this matter. Click here to get connected with them via chat or phone.

See you around.

[RebeccaStPete]

I wish it were that simple, I had several customer service calls and was
told it was not an issue inferring it was my fault. It is clear to me
based on my experience and this thread that it is a design flaw.
Unfortunately, Ace 2 is not a good fit for the young kids it was designed
for.

[SunsetRunner]

Customer service does nothing but hide behind warranty saying it is a loss issue when certainly it is a design fault.

[juliabl16]

@LiliyaFitbit My little brother lost the Fitbit tracker today when playing at the park. It just popped out of the band, I can’t believe it! A kids fitness tracker and as per this post and many others on here, it’s clear that this Fitbit isn’t compatible with kids since it comes out of the strap so easily. We’re lucky we found it using the tracker app but we want to prevent this from happening again. What kinds of secure straps are there available for the Fitbit ace2 so that we can try to decrease the chance of him losing it again? 

[LiliyaFitbit]

Welcome to the Fitbit Community, @juliabl16.

I am sorry to hear about your experience, I understand how you are feeling and appreciate your feedback. Thank you for sharing that you were able to find the tracker. I understand your concern and recommend getting in touch with our Support team again to check your options since the tracker shouldn't be falling out of the band. Click here to get connected with them via chat or phone. I also would like to advise that Fitbit Ace 2 is compatible with Inspire and Inspire HR classic silicone bands, if you would like to try these options. 

See you around.

[Annomey]

Recently my son lost his Ace 2 from the Fitbit falling out. We searched everywhere in the house and in our Envoy. However no luck! We even asked the school and still no luck. We even tried checking the playground and class. Nothing. Very disappointed others are having same issue of it falling out. 

[JuanJoFitbit]

@Annomey Thank you for joining us in this thread and our Fitbit Community. I'm sorry to hear that your son's Ace 2 fell and it can't be found. I totally understand how you feel about this and thank you for trying to find it before contacting our forums.

Please get in touch with our Support team via chat or phone so they can review your case and assist you accordingly.

See you later.

[kmcbain]

me too. Ours is the Ace 3 but 3 bands have either broken or the device has fallen out. ridiculous

[JuanJoFitbit]

@kmcbain Thank you for participating in our Fitbit Community. I totally understand how you feel about the experience you've had with the bands of your Fitbit device.

Due to this, the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected and our Support team will be happy to follow up and assist you accordingly.

See you around.

[SunsetRunner]

@kmcbain, good luck. I know when I contacted them, I was told there was nothing that they could do and I was pretty much out of luck. I have since changed all 3 of my children over to Garmin, the band is much better quality and doesn't fall apart. 

[Annomey]

Hey definitely! I was so upset. So was my husband as it was for my son and I to get more fit together. And my Inspire 2 for water damage. I did get a replacement. But it's a lot of money. I just hated I bought another Ace 3 feeling like if this one falls out to I'll be switching myself. I believed when I first got fitbits for myself and my son that they'd be made dependable and durable for the price the cost?! I was very upset they couldn't do anything either than suggest I download an app to find the missing piece. For 1: It was hard to figure out what I was even looking at. 2: my son's part was dead obviously by the time he told me it wasn't on the band....

Feeling useless they couldn't help farther than that as Lost/stolen isn't covered under "warranty" but I just feel if the design was thoroughly thought threw the part shouldn't have fallen out to be lost in the first place....as kids...play with things and stuff happens. I kind of wish I asked for a refund as it's not my fault the product was faulty.

[Boys1617]

Hi! We’ve had the same problems with both of our boys and it’s not even been 4 months with them. We are very disappointed. One fell out of the band the other has fallen off his wrist many time last almost been lost each time. 

[LiliyaFitbit · Accepted solution]

Hello everyone. For all of you who are new to the Fitbit community, welcome. 

Thanks for the details shared in your posts. I understand how you are feeling and appreciate your feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome. If the tracker is lost and you're unable to find it, the best way to get help for this problem is to chat with our Support team online or give them a call. They will evaluate the situation and discuss the options available to you. Click here to get connected. 

I am going to close this thread, but if there is anything else we can help you with, do not hesitate to start a new topic.

See you around.