Ace 2 will not turn on

[Janesmom]

We purchased 2 Ace 2 for our daughters. One we set up without issue and the other will not turn on. App shows it as being 100% charged as it's been plugged in for hours.

Moderator edit: content

[AlejandraFitbit]

A warm welcome to the Community, @Janesmom.

I appreciate your preference to our products. If one of the units isn't turning on, I recommend restarting it by doing the following:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Hold the other end of the charging cable near the port on the back of the tracker until it attaches magnetically. The pins on the charging cable must connect securely with the port.
3. Press and hold the button on your tracker for 5 seconds. 
4. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.

Let me know how it goes. 🙂

[Esoph]

Hi similar problem. 

I try to restart by instructions. Sometimes I can see smile face, but no vibrations. A I can see ace by Bluetooth, but cannot pair.

Any advice?

[Delt900]

I am having the same problem holding for 5 seconds can see the smiley face but no vibrate. It seems to be picking up the steps on the app but no display at all on the watch itself? 

[AlejandraFitbit]

Hey guys, thanks for your participation in the Forums and for the efforts in trying to fix this display issue.

@Janesmom, upon checking with our support team, I was told that you have already contacted them. I know they will be glad to help you out and provide you a solution, just keep an eye on your inbox for further assistance.

@Delt900, 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 for further instructions.

In the meantime, let me know if you need anything else. 😉