Ace 2 won’t pair to iPhone

[ukKate]

My daughter has had her Ace 2 for about 6 months. Now it won’t pair to her phone and the time is incorrect. I’ve uninstalled the app and reinstalled it. The Fitbit has been run out of charge and recharged, and I’ve done a hard restart. I’ve tried turning off all the parental controls on the phone.  Unhappy daughter (and not very impressed parent!). Any ideas what to do next? 

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @ukKate.

I appreciate your participation in the Forums and sharing that your daughter's Ace 2 won't pair to her phone and is showing the incorrect time. I am sorry that you are going through this situation, I totally understand how you are feeling. Thank you for your troubleshooting efforts. Before considering other options, could you please confirm the steps to restart the tracker and set up?

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

[ukKate]

I held the side button until it went off.  
In the app I logged into my parent account, switched to child account, and started the set up wizard and followed the steps. It stops at e searching stage and won’t find the device. I turned Bluetooth on and off, down and back up, force quit the app, uninstalled and reinstalled the app all with no success. 

[LiliyaFitbit]

Hi @ukKate, thank you for your reply. 

I appreciate your efforts and the additional details. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

I'll be around if you need further assistance. 

[Cheerdan]

This is exactly what I am going through right now. I have done all the steps and nothing seems to work. Just keeps searching. 

[Angampa]

I have experienced exactly the same thing.  I have tried all the tips.  Nothing works

[LiliyaFitbit]

Welcome to the Fitbit Community, @Cheerdan @Angampa. 

@Cheerdan thank you for joining the thread and reporting the same issue. I appreciate your efforts to resolve this. Since the steps you tried didn't work, 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.

@Angampa I am sorry to hear you're experiencing the same issue, thank you for your troubleshooting efforts. 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 a solution. I recommend to continue working with them since they have already all the details and special tools to continue assisting you.

Let me know if you have any questions.