Ace 2 not tracking sleep

[AmandaY33]

Both my boys Ace 2 tracked their sleep day 1,and day 2 they owned the watches and now it won’t track their sleep at all. We have reset the watch and everything... what else can I do?

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@AmandaY33 welcome to our Fitbit Community! I'm happy to assist you with your sons Ace 2 trackers since they stopped tracking their sleep. By the way, thank you for troubleshooting this issue before contacting our forums.

Please make sure that your boys are not wearing their trackers too tight. After this, monitor their Ace 2 trackers and see if the issue persists.

Keep me posted! 

[AmandaY33]

@JuanJoFitbit @The issue is still there. It still won’t track their sleep on their watches.

what else can I do as this was one of the reason we bought them. Thanks

[JuanJoFitbit]

@AmandaY33 I'm sorry for the late response. However, I appreciate the time spent trying the workaround shared above.

Since the issue persists, let me go ahead and forward 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! 

[Gg80]

I bought both my boys Ace 2s for Christmas and they only tracked sleep the first night. I have reset them and they aren’t wearing too tight.  I’m wondering if they are defective devices. 

[JuanJoFitbit]

@Gg80, thank you for joining us in this thread. By the way, I'm sorry for the delayed response.

Since your children Ace 2 trackers stopped tracking their sleep even though you have restarted them before contacting our forums, I'd like you to make sure that their tackers are positioned correctly on their wrists. Also, tighten the bands so that they don’t slip on their wrists.

Finally, monitor their next sleep time and see if the issue gets fixed.

Let me know how it goes.