Ace 3 buttons not working and half screen never comes up

[Alic2700]

I was wondering if anyone has been having problems after having the Fitbit for not even three years and all the sound the buttons on the side is not working and the screen half the time never comes up it’s holding charge. It’s barely calculating any of the steps that my son does anymore. 

Moderator edit: updated subject for clarity. 

[Billotto]

It sounds like there might be a hardware problem with the device. Here are some steps that you can take to try and troubleshoot the issue:

1. Restart your Fitbit: Press and hold the button on your Fitbit for 8 seconds. When the Fitbit logo appears, release the button. Try using your Fitbit again to see if the issue is resolved.

2. Check the battery level: Make sure that your Fitbit is charged, and that the battery is not low. If the battery is low, try charging it for a few hours and then try using it again.

3. Update your Fitbit: Make sure that your Fitbit is running the latest software version. You can do this by opening the Fitbit app, going to the Account tab, and then selecting your device. If an update is available, follow the on-screen instructions to install it.

4. Clean your Fitbit: Sometimes dirt or debris can accumulate around the buttons or sensors on your Fitbit, causing them to malfunction. Try wiping down your Fitbit with a clean, dry cloth.

5. Contact Fitbit support: If none of the above steps work, you may need to contact Fitbit customer support for further assistance. They may be able to help you troubleshoot the issue or provide a warranty replacement if your device is still under warranty.

I hope these suggestions help you to resolve the issue with your Fitbit.

[Alic2700]

It sometimes works sometimes it won’t and it doesn’t want to use the buttons half the time I did report it so I’m just waiting to hear back from them because they try to reboot it for me on their end and it wouldn’t work so they’re looking into it for me but thank you for trying, but if it does start working at some point, I will try that

[AndreaFitbit]

Welcome to the Fitbit Community, @Alic2700. I'm sorry to hear your son's Ace 3 is not working properly.

I would recommend following @Billotto's advise. Where did you report this and did you get a resolution? I tried searching for a case but wasn't able to find it.

[Alic2700]

I was talking to someone on the customer service thing on here and then I reported it there talk to the person and he said he was going to email me back as soon as he talk to the head people about what we should do

[AndreaFitbit · Accepted solution]

Thanks for getting back to us and for the clarification @Alic2700.

If you still need assistance with your Ace 3 please contact our Support Team.