Ace Fitbit won’t even turn on?

[SunsetRunner]

Just purchased an Ace Fitbit for my sons birthday- we plugged it in to charge but nothing happens when we double tap it? Single tap it? Even pressing the black button on the charger? Is this faulty or are we doing something wrong? It did sync to my phone but then only the battery icon stayed on. Help please!

Moderator edit: format

[JuanJoFitbit]

@SunsetRunner Welcome to our Fitbit Community! I'm sorry to hear that your son's Fitbit Ace is not turning its display on, even though the Ace in the charger. Since you mentioned that you also pressed the button located on the charger, was this done with the restart purpose as described in this help article? If the restart was the purpose and the issue persists, let me know and I'll be happy to follow up.

Looking forward to your response! 

[SunsetRunner]

Nope still not working. Have tried everything so I’m now taking it back to the store.
Thanks for replying

Sent from my iPhone

[DramaQueenDiva]

It may just need a charge.  Try leaving it on the charger for at least 2 hours and see if that helps.  My Alta HR did that recently because I forgot to charge it once.  For the life of me, I couldn't figure out why it wasn't responding to taps or turning on.  Then I put it on the charger to do a restart, and it was showing me the "low battery" symbol so I left it on the charger.  Two hours later, it was fine.

[JuanJoFitbit]

@SunsetRunner Thank you for getting back! My friend @DramaQueenDiva is right. For how long did you leave the Ace in the charger when you plugged it to it?

[SunsetRunner]

I took it back to the store. It was a faulty Fitbit. Thanks for replying and trying to help - all sorted now though thanks.

Sent from my iPhone

[JuanJoFitbit]

@SunsetRunner Thank you for taking the time to let us know this information and I'm sorry about the experience you had with the Fitbit Ace.

Don't hesitate to get back if you need help and I'll be happy to assist you.