Ace 2 won't charge

[Clueno1980]

I bought my daughter an Ace 2 for her birthday (today). Ive been trying all night to charge it so I can do the software update and she can use it tomorrow. It keeps saying the battery isn't sufficiently charged. The Ace 2 keeps restarting itself and battery won't go beyond 46%. Connectors are lined up and free of debris.  I've tried to rest it and still nothing. Anything else I can try? I think I need to contact Fitbit for a replacement 😞 my daughter's going to be so disappointed when she wakes up that I couldn't get it working.

Moderator edit: format

[Clueno1980]

I bought my daughter an Ace 2 for her birthday (today). Ive been trying all night to charge it so I can do the software update and she can use it tomorrow. It keeps saying the battery isn't sufficiently charged. The Ace 2 keeps restarting itself and battery won't go beyond 46%. Connectors are lined up and free of debris.  I've tried to rest it and still nothing. Anything else I can try? I think I need to contact Fitbit for a replacement 😞 my daughter's going to be so disappointed when she wakes up that I couldn't get it working 

[Odyssey13 · Accepted solution]

Hi @Clueno1980 

I's time for 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.

If you're not in the USA or if you prefer an online chat or email, then click for contact options

[JuanJoFitbit]

@Clueno1980 it's great to see you in our Fitbit Community! Regarding the charging issues that your daughter's Ace 2 experienced, I was able to get in touch with our Support team and was told that they provided a solution after you contacted them via phone, as advised my friend @Odyssey13. I'm glad to hear that your daughter will be back on track with a replacement unit.

As a side note, I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often! 😀