Ace 2 screen and battery issues

[Ebzy]

Hi we got my son's ace 2 not even a year ago and we have had issues with it automatically scrolling through from time to stop watch etc.

It is draining the battery and feels like it is forever charging vs being on his wrist.

I have done a hard reset on it wiped it all down changed straps etc but still continues to be doing it

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome back to the Fitbit Community, @Ebzy.

I appreciate your participation in the Forums and sharing the issues you're experiencing with your son's Ace 2 tracker. Thanks for trying to resolve this and I am here to help. I would like to confirm if you've tried to restart the tracker and change a clock face. 

I also recommend to double check our charging instructions and follow our tips for preventing battery drain at Can I extend my Fitbit device's battery life?

Keep me posted on the outcome. 

[Ebzy]

Hi yes i have done all that but it is still doing it i have restarted it many times and changed clock faces wiped the screen with a mico fibre cloth etc and still no different,
Being less then a year old id expect it to last alot longer then this

[LiliyaFitbit]

Hi @Ebzy, thank you for your reply. 

I appreciate your efforts and the additional details. Since the issue persists, I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

Let me know if you have any questions.

[Ebzy]

Hey i still have not heard from the support team.

We are over it my son's getting to the stage he won't wear it much as it keeps draining the battery so spends more time charging then him actually getting the use out of it.

[LiliyaFitbit]

Thank you for your reply, @Ebzy. 

I totally understand how you are feeling and apologize for any inconvenience. Due to recent events affecting our operations, we may need more time to respond. I appreciate your patience and understanding. Please keep an eye on your inbox. 

I'll be around if you have any additional questions. 

[KnittingDiva]

Was this ever resolved? Only had our Ace a month and having the same issue that it just scrolls away to itself whenever it feels like it, turns the screen awake setting on by itself and just drains the battery completely.

[LiliyaFitbit]

Welcome to the Fitbit Community, @KnittingDiva.

Thank you for joining the thread and sharing the details of the issue with your tracker. If you haven't tried so, I recommend restarting the tracker and changing a clock face. For complete tips to maximize your Fitbit device's battery life, see Can I extend my Fitbit device's battery life?

Hope this helps. 

[KnittingDiva]

Thanks for your comment, but I've tried all of that, including the "restart it 3 times in a row", made no difference. It's been getting worse and worse since we got it. It's now at the point where it seems like it has a life of its own, it scrolls up and down the menus as it sees fit, and either selects icons when we breathe on it, or doesn't respond at all to pressing the screen.

[LiliyaFitbit]

Thank you for your reply, @KnittingDiva.

I appreciate your efforts and the additional details. The best way to get help for this problem is to chat with our Support team online or give them a call. They will evaluate your device's behavior and help you with this matter. Click here to get connected. 

See you around.