Ace 2 won’t turn on

[Hayhay_24]

Ace 2 went flat and now on charge. App saying fully charged buts it’s not turning on but just vibrates when I press the button??!! Help.........

[LiliyaFitbit]

Welcome to the Fitbit Community, @Hayhay_24.

I appreciate your participation in the Forums and sharing the details of the difficulty you're experiencing with your Fitbit Ace 2. Thank you for your efforts to resolve this. I recommend following our complete troubleshooting steps from this help article: Why isn't my Fitbit device's battery charging?

Keep me posted on the outcome. 

[3whitehead]

We are having this exact problem. Did you find a solution?

[LiliyaFitbit]

Welcome to the Fitbit Community, @3whitehead. 

Thank you for joining the thread and sharing that you're experiencing the same issue. I appreciate your efforts and would like to confirm if you've tried the troubleshooting steps from this help article: Why isn't my Fitbit device's battery charging? Do you see anything on the tracker's display when you do a restart? 

Please keep me posted, I'll be around. 

[3whitehead]

Thank you for your response. I did look at that link you posted before and didn’t immediately see anything that looked helpful. The screen doesn’t show anything. The only response we get from the Ace 2 Fitbit is a vibration. The screen stays black.
My daughter has only had this Ace 2 watch since December 25, less than 2 months.

Take Care,
Paula

[LiliyaFitbit]

Hi @3whitehead, 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. 

Let me know if you have any questions.

[LouScott]

We are having the same issue. The app seems to connect and record info but the screen is blank and only vibrates when push the side button 

[LiliyaFitbit]

Welcome to the Fitbit Community, @LouScott. 

Thank you for joining the thread and sharing the details of the issue with your tracker. Since the tracker seems to sync, I recommend trying to change the clock face by doing the following: 

1. With your tracker nearby, from the Fitbit app dashboard, tap the account icon> Ace 2 tile.
2. Tap Clock Faces > All Clocks.
3. Browse the available clock faces. Tap a clock face to see a detailed view.
4. Tap Select to add the clock face to Ace 2.

Let me know if the issue persists, I'll be around. 

[spena112]

I’m having this same issue.  We purchased the Fitbit Ace 2 for my son on 2/12/20 and it worked great until this morning.  It’s been charging all day the app shows 100% battery but the screen is black.  I have tried resetting steps and tried changing the clock face as suggested and it just vibrates but nothing else

[LouScott]

thank you, unfortunately that did not work. The watch would vibrate like it updated the clock screen but the screen is still blank. 

[LouScott]

My daughters was a Christmas present and it worked great until this past weekend. It will charge sync and vibrate accordingly but blank screen. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @spena112. Thank you for your reply, @LouScott. 

@spena112 thank you for joining the thread and sharing that you're experiencing the same issue with your son's Ace 2. I appreciate the additional details and your troubleshooting efforts. Upon checking with our Support team, I was told that you have already contacted them and that they were able to help you. Thank you for your time and efforts.

@LouScott I appreciate your efforts and the additional details. Since the issue persists, 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. 

Let me know if you have any questions.

[mngusty]

My daughters Ace 2 is having the same black screen.  Tries everything recommended here with no luck.  It was a Christmas gift this year as well.  Please help .  Thanks 

[spena112]

I ended up calling customer service and told them I tried all the steps with no luck.  They sent me a replacement immediately!

[3whitehead]

I reached out to FitBit and they replaced our Ace 2. I’m hoping we don’t have the same problem with this one.
Good luck!

Take Care

[LiliyaFitbit]

Welcome to the Fitbit Community, @mngusty. It's nice to see you around, @spena112 @3whitehead. I am sorry for the delayed response.

@spena112 @3whitehead I am glad to hear that our Support team helped you resolve the issue and you were sent replacements. Thank you for your time and feedback. 

@mngusty thank you for joining the thread and sharing that you're experiencing the same issue with your daughter's Ace 2. I appreciate your troubleshooting efforts. Upon checking with our Support team, I was told that you have already contacted them and that they were able to help you. Thank you for your time and efforts.

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members.

I'll be around if you need further assistance. 

[KMMac86]

Good Morning, 

My daughter has the exact same issue with her fitbit Ace 2. She received this for Christmas 2019. It hasnt worked now approximately 2 weeks - a little disappointment especially after seeing all these other individuals with the exact same issue. 😞 

[LiliyaFitbit]

Welcome to the Fitbit Community, @KMMac86.

Thank you for joining the thread and sharing that you're experiencing the same issue with your daughter's Ace 2. I totally understand how you are feeling and I am here to help. I would like to confirm if you've tried already to restart the tracker and followed the rest of the troubleshooting steps from this help article: Why isn't my Fitbit device's battery charging? 

Let me know how it goes. 

[mngusty]

I called and spoke to customer service and they were wonderful!!  They listened to my concerns and ended up sending me a replacement fob.  My daughter is so happy to be able to be tracking with her Fitbit again! Thank you Fitbit and members for all your help!

[LiliyaFitbit]

Hi @mngusty, it's nice to see you around. 

I am glad to hear that our Support team took care of your case and you were sent a replacement unit. Thank you for posting the update here. I appreciate your feedback and hope you and your daughter continue enjoying the Fitbit experience and working on your goals. 

Have you checked our Discussions board? There you can share your story, find some fitness tips, recipes and more! Give it a look!

Keep on visiting the forums! Let me know if you have any questions.