Ace 2 screen dark

[mercri]

My daughters Fitbit recently has been having issues with the display face. Initially the clock face was stuck and you couldn’t swipe to the other screens but after a soft reset we were able to fix this. Then, the next day the display went squiggly and you couldn’t reset the screen to fix the issue. After another soft reset the smiley face indicator appeared normal, and was not distorted. I thought we fixed the issue, however the display remains distorted. I read on the forums if you try changing the clock faces you could fix the issue. We tried changing the clock face and the issue persisted. The device did sync and was still tracking sleep/steps etc. Today I tried clearing all data and doing a factory reset on the Fitbit but have now encountered a new issue where the display face stays dark, but you can feel the small vibration when you hold the side button in to indicate the Fitbit is on. Since the display stays dark I am now unable to pair the ace2 to an account when it prompts me to input the number on the display face. Is there a way to reset the device without access to the display face or do I need to see contact someone about repairing the device? 

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @mercri.

I appreciate your participation in the Forums and sharing the details of the issue you're experiencing with the screen on your daughter's Ace 2 tracker. Thanks for trying to resolve this, I understand your concern and I am here to help. Since the steps you tried didn't work, I've gone ahead and escalated your case to our Support team, for them to take a deeper look at this. Please keep an eye on your inbox. 

Let me know if you have any questions.