Ace 2 resets steps during the day and won't sync

[Holly35]

Hi 

We’ve started having problems with the Ace 2 in that the steps reset throughout the day and when I log on to my app on my phone it won’t find it anymore even though my Bluetooth is on the app is up to date and I take my Fitbit off so it doesn’t pick up that signal. 

What do you advise I try? 
Thanks 

Moderator edit: subject for clarity 

[wade_t]

Is the watch on the correct time?

[Holly35]

No it’s about half an hour out but I’m not sure why as it was correct for a long time! 

[wade_t]

Try restarting the device. Swipe up to "Settings" tap to select, scroll until you see restart device and follow the on-screen instructions.

[Holly35]

I’ve rest the device and the date and time are still wrong and my app still won’t find the device 

[wade_t]

How did you reset it?

[LiliyaFitbit]

Welcome to the Fitbit Community, @Holly35. It's nice to see you around, @wade_t.

@wade_t Thank you for your helpful tips!

@Holly35 Thanks for the details shared in your post and for already trying to resolve the issue. I understand how you are feeling about this situation and recommend doing the following:

1. Restart your phone.

2. Open the Fitbit app, tap the Today tab, and tap your profile picture.
3. Tap My Family.
4. Under your child's name, tap Switch to Kid View.

5. Tap your child's profile picture.

6. Tap Set up a device.

7. Follow the on-screen instructions to set up your child's tracker.

For complete troubleshooting instructions, see Why can't I set up my Fitbit device? You can confirm the steps to set up the Ace 2 at How do I set up Fitbit Ace devices?

Hope this helps!

[Holly35]

Hi yes those are the exact instructions I’ve followed to set up the device. The profile has been set up for a long time but only recently stopped syncing. So now when I log on to parent view it shows the profile but to do anything I have to set up the device. When I follow the steps it can’t fine the fit bit. I’ve made sure it’s switched on, plugged in charging and I take mine off and leave elsewhere so as to not confuse with another device? 

[wade_t]

How to change your clock face, (by a community member.)

https://www.youtube.com/watch?v=bEZQ3lNacy0

Try going to settings and force quitting.

[LiliyaFitbit]

Thank you for your replies, @Holly35 @wade_t.

@wade_t I appreciate your efforts to help.

@Holly35 I appreciate your efforts and the additional details. Please provide me with the model of your phone and the operating system for further investigation and confirm your Fitbit app version (tap the Today tab > your profile picture > Help. The app version is at the top). I also recommend trying to use another device to set up the tracker, if possible. 

I’ll be around.

[Holly35]

Hi

The reply button on the post thread is greyed out so I can’t reply there...

It’s an iPhone 11 14.4 and the Fitbit app is saying Fitbit 3.36 (1013)
I can’t use any other devices unfortunately

Thanks

Sent from my iPhone

[Holly35]

Hi 

I am yet to receive a reply from my last post which you asked for details of my operating system etc 

Thanks 

[wade_t]

Hello, sorry I've not been getting email notifcations properly. Your device is supported I believe. Please try restarting and erasing the device. If this doesn't work, please reach out to Fitbit Support.

[LiliyaFitbit]

Thank you for your replies, @Holly35 @wade_t.

@wade_t I appreciate your helpful tips. 

@Holly35 Thank you for providing the additional details. I am sorry to hear you continue experiencing difficulties. Our team is releasing a new version of the Fitbit app and I recommend confirming if you're able to update the app: How do I update the Fitbit app? After that try to set up the tracker again. If the issue persists, please get in touch with our Support team so they can evaluate the tracker's behavior and help you with this matter. Click here to get connected with them via chat or phone.

See you around.

[Holly35]

Thank you for your message. I have requested that the account be deleted in order ot set it up again. Although it’s 24 hours later and still not email received for me to confirm this. I have checked my junk mail snd have made sure on the notifications on the app that I will receive emails in the family account 

[LiliyaFitbit]

Thank you for your response, @Holly35.

I appreciate your efforts, you can confirm the steps to delete the child's account in this help article: How do I delete my child’s Fitbit account? Since you continue experiencing difficulties, please try to get in touch with our Support team for further assistance. 

See you around.