Ace 2 resets and looses steps

[Trionak]

My daughter got a new Ace 2 on Monday. On her 1st day she had over 7000 steps then looked at her watch in the evening and it had reset to 684. This has happened 3 out of the last 4 days. I have downloaded the app on her IPod. It may happen when she connect she to the IPod. I have reset her ace and I have deleted and reinstalled the app. Any suggestions? She is getting frustrated with it.

[JuanJoFitbit]

@Trionak welcome to our Fitbit Community! I'm happy to assist you with your daughter's Fitbit Ace 2 since it lost steps even though you restarted it before contacting our forums.

I would like know if this issue happens when you sync the tracker or it happens even when it's not synced with your phone.

As a side note, please try changing the clock face and monitor the Fitbit Ace in order to see if it doesn't lose any steps. You can learn how to change the clock face by following the steps listed in the page number 14 of the Ace 2 manual.

Keep me posted on the outcome! 

[CaraLee17]

Hi I’m having the exact same issue. It just randomly occurs while she is wearing the watch. Not while charging or syncing. It happened 3 times today. We only bought it yesterday.  I have reset the device twice by holding the side button whilst it is on charge and the smiley face appears. I’ve checked we are on the correct time zone settings and I am at a loss as what to do now other than return it. 

[JuanJoFitbit]

@CaraLee17 I'm sorry for the late response. However, I'd like to welcome you to our Fitbit Community.

Since the same issue is happening to your daughter's Ace 2, even though you have restarted the tracker before contacting our forums, I'd like you to try a factory reset. To do so, please follow the steps below:

1. Connect Ace 2 to the charging cable.
2. Open the Settings app > Clear User Data.
3. When prompted, press the screen for 3 seconds and release. When your tracker vibrates and the clock screen appears, your data is erased.

After this, monitor her Fitbit Ace 2 and see if the issue gets fixed.

Let me know how it goes! 

[CaraLee17]

Hi thanks. We have resolved the issue. I contact the Fitbit helpline today and they logged into our account and found my daughter had mobile tracker installed on the Fitbit app. She explained that the mobile tracker would also track steps and override the Fitbit. We removed the mobile tracker account and seems to be sorted now

[JuanJoFitbit]

@CaraLee17 That's great news! I'm so glad to hear that our Support team helped you to get the issue resolved. Thank you for posting the update here.

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! 

[sallyandnick]

Same issue here. Ace 2 randomly loses steps during the day. We do not have mobile tracker app installed. Frustrated and upsetting for my daughter. Any further advice? Is this a fault?

[CaraLee17]

I contacted Fitbit and they resolved the issue over the phone. Had to do with some settings

Regards
Cara-Lee

[sallyandnick]

Thanks Cara lee. Will give them a call.

Nick

Sent from my iPhone