Ace 3 Minion clock face no longer available

[stephDonaldson]

Hi, my daughter got a Fitbit ace 3 for Christmas. She chose the minion clock face. It was working fine. This morning we charged it and can’t get the minion clock face back? I’ve looked on the app under clock face but it’s not there as an option to install. I’ve reset the watch and I’ve deleted and reinstalled the app. Has anyone else hd this problem or kno how to solve this? Is the minion still a clock face option? Thank you 🙂 

Moderator Edit: Clarified subject and updated label

[Useruseruser81]

Has anyone had an answer to this yet?!

[Useruseruser81]

Could someone tell me why I can no longer access the minion clock face. It is on one of my kids watches but not available to use on the other anymore. Many thanks 

[stephDonaldson]

No, Fitbit have stopped replying to me. It’s very disappointing and bad service from FitBit. Think I’ll stick to Garmin in the future. 

[Dopovo]

@LizzyFitbit Any news?

[Hillman165]

Hello, is there an update as the Minion clock face still isn’t available and it’s the only one my son likes

[LizzyFitbit]

Hi everyone, and welcome to our new members.

Thanks for your continued reports. I understand where you're coming from about not having the Minion clock face available, and apologize for the inconvenience this has caused. Our team is aware of this situation and working to identify a resolution as quickly as possible.

I'll mark this post as the Best Answer, not because this issue is solved, but so others can know we're looking into this. Your feedback and patience are truly appreciated, and rest assured we'll update this thread once we have more information.

[stephDonaldson]

Hi, 

In addition to this not being solved, when I enquire on the email thread it says case has been closed. And the Fitbit will now no longer sync to the app. I have restarted the phone, deleted and reinstalled the app. Forgotten the device from the Bluetooth menu. 

When I add it on the app it gives the code and then it just hangs on the phone app  and nothing happens. The Fitbit shows a picture that says download the Fitbit mobile app (which I have and am trying to use). 

Please advise. this is highly frustrating and disappointing 

[Comben]

We are having the same problem, any update on progress to bring back the minion? 

[Dopovo]

50 days after the start of this discussion and 10 days after your last comment how is the investigation going on @LizzyFitbit ? My child, along with many others, are still waiting their beloved Minions clockface.

[stephDonaldson]

It’s shocking. Our Fitbit won’t sync to the app anymore either and the response I got from Fitbit was they’ll look into it. It’s been another week again since that and no feedback. @LizzyFitbit how can customer care be so bad for products we have purchased? 

[LizzyFitbit · Accepted solution]

Hi everyone, and welcome to our new members.

Thanks for your continued feedback. I'm happy to share with you that the Minions clock face should be available to all our users have purchased the Fitbit Ace 3 Special Edition: Minions. For instructions on how to change the clock face, see this help article.

I apologize for this experience, and I truly appreciate your patience. Please know we'll keep working to improve and make Fitbit more useful for all our users!

[Hillman165]

What about those with the standard Fitbit Ace 3 - the Minion clock face was always available before so why is it now only being made available to the special edition watch? Really disappointing.

[Comben]

Fitbit should also provide access to those who have previously installed it on other devices. Can you please explain why this is not the case and if Fitbit are working towards a solution?

[LizzyFitbit]

Hi there, @Hillman165 and @Comben.

Thanks for getting back and sharing your thoughts about this situation. While some of our members were able to install the Minions clock face on other editions of Ace 3 in the past, this is no longer possible. I apologize for this inconvenience. Our team is always looking for ways to improve our devices, and feedback like yours will help us to make that happen.

[jhostetler]

Hi @LizzyFitbit 

We have tried to put this face back on but it's not showing up in our gallery. Is there something special we need to do in order to enable it?

Thanks

[Hillman165]

Hi Lizzy, 

sorry but that’s really poor! I do not understand the logic of removing features… if anything Fitbit should be enhancing their products not making them more limited! Very poor customer service and no doubt leaving a very high number of children disappointed!!

[stephDonaldson]

Why would Fitbit take away a feature that kids were liking on their watches and then only put it back for one type? It makes no sense. Surely Fitbit can rectify what they did and put the minions clock face back for all the Fitbit ace 3 users? 

[Comben]

Why is this no longer possible? And is this going to be rectified?

you say that fitbit are always looking to improve their devices, can you please provide direct answers and rationale to the above questions. 
My son heavily relied on the minion to help manage the events of his day, he’s on the autism spectrum and benefitted from the eating and sleeping prompts from the minion. 
what is Fitbit’s recommendation if I want the minion back? Go and buy a new Fitbit to access the minion? 

[Renee0621]

This is terrible customer service. I changed my daughters clock face recently and she wanted to change it back to the Minion today, I could not find it so came here to find out you have removed it from user access even though we previously had it? 

[stephDonaldson]

Any feedback on the queries since your last answer for the minion clock face for all the Fitbit ace users as it was previously?