Ace 2 stuck on smiley face

[Derek44]

Hi please can you help. My child’s ace 2 is six months old and was working fine until now. It is either not coming on at all or the smiley face comes up and then it does nothing else. I have charged it for hours and tried holding the button for 5 seconds and longer etc. I’ve read any relevant post here, nothing works. I presume then that it is faulty and needs to be replaced? 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Derek44.

I am sorry to hear your child's Ace 2 tracker is either not coming on at all or the smiley face comes up.

Thanks for trying to resolve this, I appreciate the additional details and I am here to help. Before considering other options, I recommend doing the following:

1. Please confirm the steps you've tried to restart the tracker: How do I restart my Fitbit device?
2. Change the clock face:  

• With the tracker nearby, from the Fitbit app dashboard, tap the account icon> Ace 2 tile.
• Tap Clock Faces > All Clocks.
• Browse the available clock faces. Tap a clock face to see a detailed view.
• Tap Select to add the clock face to Ace 2. Sync the tracker. 

Looking forward to hearing back from you.

[Woo65woo]

Hi, so I’ve tried everything to reboot it etc but still got smiley face then nothing at all???

[LiliyaFitbit]

Welcome to the Fitbit Community, @Woo65woo.

Thank you for joining the thread and sharing that you're experiencing the same issue with your device. I appreciate your troubleshooting efforts and would like to confirm if the tracker is paired to the child's account? For steps to set up the tracker, see How do I set up Fitbit Ace devices?

Looking forward to your response.