Ace 3 doesn't pick any activity

[Paula90]

Hello 
I bought Fitbit Ace 3 for my daughter for Xmas 2021. Was working fine but now the watch and display working fine but it doesn't pick any activity like steps, sleep etc. its sync with app correctly. It looks like the sensors (the back of the watch) doesn't work as there is no light? I mean in mine and my husband fitbit we have like small green light. Is this could be a problem?  I order it from Fitbit.com but I can't find receipt on my email now so i dont know if I still have warranty 😰

[SunsetRunner]

Hello @Paula90 

I would try restarting the Ace 3 first to see if that helps. Your daughter won’t lose any of her data doing a restart. You can either restart it or reboot it. Either method is fine. Here is a YouTube video that will show you how it’s properly done: https://m.youtube.com/watch?v=z5_b8QLtLOo

If the issue persists after trying a reboot or a restart then I’d suggest contacting Fitbit Customer Service. Here are ways you can contact them: 

USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)

More information can be found here: https://myhelp.fitbit.com/s/support?language=en_US

😃I’m hopeful a simple restart or reboot solved the problem.  If you decide to contact Fitbit Customer Service you will not need your receipt. They can tell when you activated the device on their end. It’s a one year warranty by the way. I hope this provides you with the best answer for your question. Please let me know how it goes. 

[LucioFitbit]

Hi there @Paula90. Welcome to Community Forums.

@SunsetRunner thank you for the support and information. I'd recommend you check on this article to set up your device if you have't done so.

If this doesn't help you, please restart your device by following these steps.

Hope this helps.

[Dopovo]

@Paula90 just to clarify the sensor is not supposed to make any light as it's function is completely deactivated by Fitbit. In few words Fitbit just sells a fully functional Inspire 2, put a new child band, and via software deactivates many of its functions. You are still paying the hardware however.

[LucioFitbit]

Hi there @Dopovo, it's good to see you back.

Thank you for the insights regarding this, our team is working to improve our devices. In the Feature Suggestion board you can add all of your ideas so they can consider them for future developments.

Have a good day.