Ace 2 won't sync or update

[Moo.N]

My sons ace 2 hasn't worked for around 6 months. We gave up on it but he really wants to wear it again. I've tried all the trouble shooting options that I've read on other posts and still nothing. It won't sync or update software. The watch isn't even a year old, so disappointing. 

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Moo.N.

Thanks for the details shared in your post and for already trying to resolve the issue. I am sorry to hear about the disappointment this situation has caused. I recommend confirming if you've tried the following:

1. Turn the tracker off and on again using the instructions in How do I restart my Fitbit device?
2. Restart your phone, and retry the update: How do I update my Fitbit device?
3. Log in to your Fitbit account on a different device, and retry the update.

To confirm the steps to sync the tracker, see How do I sync an Ace tracker with my phone or tablet? The complete troubleshooting instructions to resolve the syncing issue can be found here. 

Hope this helps!

[Moo.N]

Yes, I've already tried all these steps multiple times. 

[LiliyaFitbit]

Thank you for your reply, @Moo.N.

I am sorry to hear the issue persists, thank you for your efforts. I recommend trying to set up the tracker again:

1. Tap the Today tab, and tap your profile picture.
2. Tap My Family.
3. Under your child's name, tap Switch to Kid View.

4. Tap your child's profile picture.

5. Tap Set up a device.

6. Follow the on-screen instructions to set up your child's tracker.

Hope this gets you back on track. 

[Moo.N]

I've given this a go and it still isn't working. It seems to me that it can't detect the watch. It keeps scanning but can't find it. Ive tried installing the fitbit app on an ipad and different phone to see if my phone is the issue but nothing seems to work. 

[Jen2ipher]

When I try to go to my child's profile, it is not there.  So I click on "Create Family Account". It then tells me that a Family already exists.  I just keep going in circles.  So my daughter was using her Fitbit just as a watch... now she can't even do that because the time is off by 3 hours and 14 mins.  In it's current state, this thing is completely useless.  I have tried the community, I have tried the chat... no answers. Waste of money.

[Moo.N]

Totally agree with you. I've tried every single step they've posted and still nothing works and no one seems to really care. Such a waste of money. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Jen2ipher. Thank you for your reply, @Moo.N.

@Moo.N I appreciate your efforts and the additional details. Since the issue persists, I recommend to get in touch with our Support team so they can evaluate the tracker's behavior and help you with this matter. Click here to get connected with them via chat or phone.

@Jen2ipher Thank you for joining the thread and sharing the details of the issue you're experiencing. I understand how you are feeling and appreciate your troubleshooting efforts. Thank you for contacting our Support team regarding this issue. If you haven't tried so, please do the following:

1. Log out from the Fitbit app.
2. Force quit the Fitbit app.
3. Reboot your phone.
4. Open the Fitbit app and log back in to your account.

If the issue persists, try to uninstall and reinstall the app. 

Hope this helps!