Ace not charging

[Daveyboy670]

Bought a Fitbit Ace for my daughter, she loves it but now it won’t charge. 

Tried the reset, cleaned the contacts and pins but still not working. She’s devastated that it won’t work after tracking her steps for the last few days. All I get is an empty battery icon with an exclamation mark. 

[WendyB]

Try a restart. Do it at least 3 times.

Restart
http://help.fitbit.com/articles/en_US/Help_article/1186/?q=restart&l=en_US&fs=Search&pn=1

If that doesn't help Contact Support.
http://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs

[JuanJoFitbit]

@Daveyboy670 I noticed that you joined our Fitbit Community recently. Welcome aboard! I'm sorry to hear that your daughter's Fitbit Ace is not charging even though you have tried the recommended troubleshooting steps. Since the issue persists, I'll forward your case to our Support team so they can investigate further and provide a solution. You should receive an email from them soon.

Thank you so much for your help @WendyB!

Catch you both later! 

[cmhkolb]

We are having a similar problem with my daughter's fitbit. Display shows empty battery with exclamation point in it when we plug it in to attempt to charge it. 

[JuanJoFitbit]

@cmhkolb Thank you for joining us in this thread and our Fitbit Community! I'm sorry to hear that your daughter's Ace is also displaying an exclamation mark when charging it.

If you haven't done so, please restart the Ace as described in this help article. This will refresh the Ace internally. Once you've done this, please charge the Ace for 2-3 hours and see if the issue gets fixed.

Keep me posted on the outcome! 

[cmhkolb]

I tried restarting it - it did not respond, still shows empty battery with exclamation point.

[DramaQueenDiva]

Hi all!  May I just add something?  In order for the Ace to charge (or any Fitbit for that matter), the pins need to be cleaned and lined up exactly to create a strong connection between the device and the charger.

[JuanJoFitbit]

@cmhkolb I'm sorry for the late response. However, I'd like to thank you for getting back and trying the restart process.

Please try cleaning the contacts of the Ace and charger as advised my friend @DramaQueenDiva. This will remove any dust that the contact and pins accumulate.

Let @DramaQueenDiva and me know how it goes! 

[K_dillon87]

I am having the same issue with my sons ACE. We have tried all the troubleshooting tips and it still won’t charge. All we see is an exclamation point.

[JuanJoFitbit]

@K_dillon87 Welcome aboard to our Fitbit Community! I appreciate the time you spent while trying to fix the issue the troubleshooting steps that were shared above.

Since the issue persists, I'll forward your case to our Customer Service team and they'll be happy to assist you and proceed accordingly. The'll contact you via email soon.

I'll be around if you any questions! 

[KerryB27]

I have exactly the same with my daughter Fitbit ace, done restart, trying to charge.  She had it for Easter but only worn a couple of times but it does not keep charge and now we have the battery sign with exclamation.  Last week it did charge but when it came on the time did not synchronize so was 8 hours + out.  Please can you advise.  

[JuanJoFitbit]

@KerryB27 Thank you for participating in our Fitbit Community! I'm sorry for the late response. However, I'll be happy to help you with the exclamation mark that your daughter's Ace is displaying even though you made sure to charge it before.

I'd like you to follow the troubleshooting steps that are listed in this help article. You can skip the steps that have already been tried. After this, charge the Fitbit Ace again for 2-3 hours and see if the issue has been resolved.

Let me know how it goes! 

[Haylf]

Good Afternoon 

I am having the same issue with one of my sons Ace. 

We have cleaned the contacts and have completed the re-start but the battery still shows an ! on the battery?

Any further help would be appreciated.

Thanks

[JuanJoFitbit]

@Haylf Welcome aboard to our Fitbit Community! Thank you for trying the recommended troubleshooting before contacting our forums in regards the unresponsive screen issue that your son's Ace is experiencing.

Please try charging the Fitbit Ace on another USB port and make sure to check the alignment and charge the Ace for 2-3 hours. Finally, see if the Ace comes back to life.

Keep me posted! 

[Gredhe]

I am having exactly the same problem with my daughters Fitbit ace. I’ve tried resetting numerous times, I’ve tried different chargers. All I get is a battery with an exclamation mark. Has anyone been able to resolve this? The Fitbit is less than a year old, so should I just return it under warranty? 

[JuanJoFitbit]

@Gredhe thank you for joining us in this thread and our Fitbit Community! Thank you also for troubleshooting this issue before contacting our forums.

Before I proceed accordingly, I'd like you to try the following workaround: clean the contacts of the Fitbit Ace and charger with a cotton swab in order to remove any dust that the contacts may accumulate. Finally, charge your daughter's Fitbit Ace for 2-3 hours and see if the exclamation mark disappears.

Let me know how it goes! 

[Gredhe]

Hello Juanjo.

thank you for your reply. I should have mentioned in my earlier message, that, having read this message string before posting, I already cleaned the contacts and charged it over night. What next? 

[JuanJoFitbit]

@Gredhe thank you for getting back and providing more information about the troubleshooting steps that you performed before contacting our forums.

Since the issue persists, I'll send 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 questions! 

[Jackolaa]

Hi, 

My sons fitbit has succumbed to the same fate. 

I have cleaned the contacts, tried to restart (can't really restart it as its totally dead. Only the ! Battery sign displays when you plug it in).

Left it on charge over night but its lifeless 😞 

Was my youngsts birthday present. He's gutted 😞 

[JuanJoFitbit]

@Jackolaa It's great to see new faces in our Fitbit Community! Since your son's Fitbit Ace is still unable to take a charge after cleaning the contacts and restarting it, I'll send your case to our Support team and they'll be happy to follow up.

Please keep an eye on your email account.

I'll be around if more assistance is needed!