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Ace 2 stopped working after swimming

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‎12-24-2019 16:54

‎12-24-2019 16:54

My son just went for a swim in the pool with his brand new Ace 2, and it has stopped working. Screen is black and unable to connect via Bluetooth.  Have tried resetting by connecting to charger and holding button for 5 seconds, but nothing happens. My son is very upset.

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‎12-24-2019 20:16

‎12-24-2019 20:16

Reach out to customer support. Their phone number is (877)623-4997 between the hours of 4am-8pm PST Mon-Fri, and 6am-5pm PST on weekends, if you're in the USA. The phone number to call from the UK is: 0800 069 8505. Operation hours: 9:00am - 6:00pm. If you're not in the USA or if you prefer an online chat or email, then click for contact options

Stepping in the U.S.A. since September 2013. Android 14

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‎12-25-2019 03:26 - edited ‎12-25-2019 03:26

‎12-25-2019 03:26 - edited ‎12-25-2019 03:26

@Louise78 welcome to our Fitbit Community. Since your Fitbit Ace 2 didn't turn on after restarting it, I'll send your case to our Support team so they can review it and assist you accordingly. You will receive an email from them soon.

 

Thank you for your help @Odyssey13.

 

I'll be around if any question arises.

JuanJo | Community Moderator

Running with music makes you happy! Share Your Story

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‎01-01-2023 07:58

In response to JuanJoFitbit

‎01-01-2023 07:58

This same thing happened to my daughters Ace 2. We were swimming in the pool and when she got out, it's no longer working. I've tried every online solution to try to reset. I've place it in rice in case it was water logged. It is not connected so I can't try resetting through the app. The watch is a year old and was no more than a metre deep, she's 7.

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