Ace 3 won’t charge

[SunsetRunner]

I got my son a ace Fitbit for his bday 2months ago, and it won’t charge now. We have tried numerous things, different charge point, cleaning pins and resetting. Nothing will get it to turn back on as it’s dead flat, can’t even get a battery symbol. It’s 2 months old.any idea on what we can do. Thanks 

Moderator edit: updated subject for clarity. 

[AndreaFitbit]

Welcome to the Fitbit Community, @SunsetRunner. Thank you for letting us know about the steps you have followed in order to charge your Ace 3.

Could you please confirm that you have:

• Cleaned the charging contacts on the back of your device and the pins on your charging cable using the instructions in How do I clean my Fitbit device?
• Made sure you use the charging cable that came with your device, as most cables aren't compatible with other devices.
• Followed the instructions of: How do I restart my Fitbit device?

[SunsetRunner]

Hi Andrea,

I am using the original cord for the device and nothing happens, I have cleaned the device as per your instruction and nothing still it won’t even vibrate or light up it’s just not charging.

Thanks
Amanda

Sent from my iPhone

[AndreaFitbit]

Thanks for getting back to us and for confirming that you have followed the advised troubleshooting steps @SunsetRunner.

I understand how frustrating this could be and went ahead and created a case on your behalf to receive assistance from our Support Team. 

You can check your email.