Ace Error: com.fitbit.http error 500

[ShoffnerFamily]

I have read and tried everything.... reset, delete accounts, tried different devices.

The ACE will not connect under my Child’s Accout.   It connect to my account  and my device.  Great Valentines Gift for our child :-(.

Seems this is a known problem, so please fix it and have a straight forward resolution-stop sending us parents on a wild goose chase.

Thank You

Moderator edit: format

[JuanJoFitbit]

@ShoffnerFamily Welcome to our Fitbit Community! I'm sorry to hear about the setup difficulties you've experienced with your kid's Ace. Thank you by the way, for troubleshooting this issue before contacting our forums. I would like to follow up and would like to know what is the phone's model that you are trying to set up the Ace with. This info will help me to proceed accordingly.

Looking forward to your response! 

[ShoffnerFamily]

We tried and iPhone XR, iPhone 6, and an older iPad mini.

Sent from my iPhone

[JuanJoFitbit]

@ShoffnerFamily Thank you for getting back and providing the information requested previously. Since the issue persists, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution.

You will receive an email from them soon.

Let me know if you have any doubts! 

[AngeB8kr]

Hi, I’m having the same issue? (And there are lots and lots of posts re: this error message, but no real answers!)

I’ve tried several attempts to sync the Fitbit to a device, both iPhone XR and iPad mini.

The Ace did belong to my son (but it’s only 2 months old). Now after cancelling his account, I’ve attempted to set it up for my daughter and keep getting this error message. Time displayed on the Fitbit is 3 hours ahead of time, and I can’t find a way to reset the Ace either!

Was hoping once it synced, it would reset... but it just won’t sync to anything!

Can you please offer advice as to why it’s not happening?

[DavideFitbit]

Hello @AngeB8kr, thank you for your inquiry, and welcome to the Community forums. 

This error message "com.Fitbit.HTTP error 500" occurs when someone has deleted their original account, and has now paired the tracker to a new account. This is not affecting all users, but many people have experienced it, and they have reported that they were able to resolve by following the steps listed here below: 

1. Log in onto the old account.
2. Agree to recover the Fitbit account.
3. Go to the account,
4. Tap on your tracker.
5. Scroll all the way down.
6. Tap on remove your tracker from your Fitbit account.
7. Log out from the account.
8. Log in to the new account.
9. Set up the tracker on that account.
10. Log out to the account.
11. Log in back to your old account.
12. Delete your old account.

I hope this helps, please keep me posted on the outcome.