Ace 2 frozen during initial set up

[StepCounter1983]

Hello, I just tried to sort up my sons Ace 2. Got it charged to 100%, uploaded Fitbit app to family iPad Air2 (fully charged, Bluetooth on and strong WiFi signal). I’ve received the code on the fitbit, inputted it to iPad and it started syncing. After only a few minutes it stopped syncing and the app kept saying it couldn’t find the Fitbit anymore to reconnect. 
The Fitbit screen is frozen showing syncing line across it. 
Is it faulty or is there anything I can do about it? Thanks 

[Odyssey13]

Reach out to customer support. Their phone number is (877)623-4997 between the hours of 4am-8pm PST Mon-Fri, and 6am-5pm PST on weekends, if you're in the USA. The phone number to call from the UK is: 0800 069 8505. Operation hours: 9:00am - 6:00pm. If you're not in the USA or if you prefer an online chat or email, then click for contact options