Ace 2 will not turn on

[Cfougnies]

My sons ace 2 will not turn on. It seems to have gotten stuck during the initial setup so I pressed button for 5 seconds and it shut off. Now it won’t turn back on

[JuanJoFitbit]

@Cfougnies, welcome to our Fitbit Community! I'm happy to assist you with your son's Fitbit Ace 2 since it won't turn on even though you have restarted it before contacting our forums.

I would like to know if your son's tracker vibrates or turns on when putting it on the charger. In the meantime, please try the troubleshooting steps that are listed in this help article. This article contains steps that you already tried but you can skip them and proceed with the rest. Finally, charge your son's Ace 2 for 2-3 hours and see if the issue gets fixed.

Keep me posted on the outcome.

[Cfougnies]

It won’t vibrate when putting in the charger nor does the battery indicator come on, it was on the charger all night. I tried all the steps in the troubleshooting article, with no avail, thanks for our help.

Moderator edit: format

[JuanJoFitbit]

@Cfougnies, thank you for getting back and trying the recommended troubleshooting steps.

Since the issue persists, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

I'll be around if any question arises.

[slspangle10]

Hi! My son opened his Ace 2 today and we had the same thing happened. I was able to get it linked and started the update. We didn't disconnect, close the app, or move the device during the process. I can't get it to turn back on and the update didn't finish (I don't believe so anyway). I tried all of the tips and suggestions in the thread and nothing is working. Help!!!

[sam186]

my boy opened his today too and same issues one very upset kid and grumpy mumma if i return where bought will they replace it or refund it?

we are pretty annoyed.