Ace 2 touch screen not working and no data on app

[EmmaB27]

Hi, 

My sons screen is not working on his Ace, the time and date are showing, however when touch the screen nothing happens? Nothing is showing on the app either which I assume because the watch itself is not working? Can you please help, thanks Emma 

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @EmmaB27.

I am sorry to hear your son's Ace 2 touch screen is not working and nothing is showing on the app. Thanks for trying to resolve this and I am here to help. I recommend restarting the tracker: How do I restart my Fitbit device?

Please also confirm that the Ace 2 is syncing. I recommend to force quit the app, restart the phone and reopen the app. You can confirm the steps to sync the tracker at How does my child sync Ace or Ace 2 with their device?

Please also try to change the clock face by doing the following:

• 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.

Let me know how it goes, I'll be around.