Ace 2 inaccurately tracking steps

[rphillips74]

Our son received an ACE-2 for his birthday--June 30th.  After setting it up that date and later syncing it, various steps showed up on all dates since June 24th.  When syncing it again today, he went from 10,000+ to 138.  What's going on?

Moderator edit: format

[JuanJoFitbit]

@rphillips74 welcome to our Fitbit Community! I'm happy to assist you with your sons's Ace 2 since the steps amount that synced is off and had steps tracked before it was used by your son.

Please restart the Ace 2 as described in this help article. This will refresh the tracker internally. AFter this, monitor your son's Fitbit Ace 2 and see if the steps are tracked and synced accurately.

Keep me posted on the outcome! 

[Cgulley]

I am having the exact same problem. Son received for his bday on June 30-it worked for 2 days and now the steps keeps resetting back to zero. I followed the info to reset it yesterday and still having same problem today. This seems to be a common problem for this Fitbit??

any other suggestions?

[rphillips74]

I have since contacted a Fitbit representative.  There was a mobile tracking device connected to my son's account.  Once removed, we have had no issues.  I don't know if this is a possibility in your case as well or not, but wish you good luck.

[Cgulley]

Ok thanks I will try that

[JuanJoFitbit]

@Cgulley thank you for joining us in this thread and our Fitbit Community! I would like to follow up and would like to know if the issue persists or if it got resolved after trying the workaround that shared @rphillips74.

As a side note, please follow the steps that I shared in my previous post and see if the issue gets fixed.

Looking forward to your response! 

[Cgulley]

Hi there, thanks for checking in, there was a mobile tracker attached to my sons ace as well so I have removed that and so far so good yesterday. Today will be the first full day without the tracker. I will let you know if there is a problem 

[JuanJoFitbit]

@Cgulley I appreciate your time in letting me know the update. Don't hesitate to get back if more assistance is needed.

As a side note, I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often!