Ace 3 Band Broken

[Awakemd]

After only a few months of wear, my daughter's band is already broken. My wife took it back to the store (we have the receipt) and she was told that we should apply for a new band in the app via Support.

In the app, I discovered that i can apply for a new band for my Fitbit, but I can't select her Ace 3 unless I change to Kids mode. In Kids mode I no longer have access to Support from where i can request a replacement band. How do I claim a new band for her Ace 3?

[Odyssey13]

Hi @Awakemd  try getting directly with support - chat or phone works best.

https://myhelp.fitbit.com/s/support?language=en_US 

[katie_louise_be]

Hi there

Were you successful? I am in Australia with the same problem. How did you lodge a claim on your Ace 3?

Kind regards 

Katie

[katie_louise_be]

This link did not work for me. I am in Australia.  Need to claim for Ace 3 band

[Odyssey13]

Hi @katie_louise_be at the bottom of each page is a link to Help. At the bottom of that page is a link to support. The link I had was for English, so I don't have another link for you, so I've asked a Fitbit Moderator to stop by to assist. 

[AndreaFitbit]

Welcome to the Fitbit Community, @Awakemd and @katie_louise_be. Thank you for your assistance @Odyssey13. 

I investigated and the link works for  Canada, the EU, NZ, Singapore, the UK, or the US. The best way to get help for this problem is to chat with us online or give us a call and indicate your country to our team. Click here to get connected.

Have a nice day. 

[katie_louise_be]

Who do i contact from australia without paying for phone calls

[Awakemd]

Yeah. Hi Katie. I'm in Australia too. Sorry about the late response. I've been flat out. Trying to figure this out now. No luck so far. I was trying to do the chat thing (via US) on my phone. Unfortunately it was buggy and kept jumping around and then dropped out mid conversation and I ended up back at the beginning again. I moved to PC and now the link to the chat (via AUS this time) doesn't work at all.

[Awakemd]

You could try 1800 875 234, which I believe is a free number (Monday - Friday).

I managed to get through to chat via Mozilla Firefox on PC in the end. It didn't work via Chrome.
All Ace 3 bands are currently on back order so I was told a new one will ship on Mar 31st.

[AndreaFitbit]

Thanks for getting back to us and for sharing your question @katie_louise_be. 

You can try the number that @Awakemd shared with us. This is the link for Australia Support .

Keep on visiting the forums.