Ace not syncing, Fitbit app not authenticating

[snowflake008]

I have 2 Fitbit Ace for the kids and both have stopped syncing. They are not syncing with time and also not syncing to the family account we setup in 25 December 2018. We have had the product 6 months and the past month the kids haven't been able to use them. Is this an ongoing product concern? If so I would like a refund.

Also every time we sign into the Fitbit App it doesn't authenticate the password and we have to reset the password. Not a very reliable app.

Syncing to a Computer not Mobile.

[Korimcgee]

We are experiencing same problem!  Very frustrating—appreciate fitbit guidance

[JuanJoFitbit]

@snowflake008 @Korimcgee I'm sorry for the late response. However, I appreciate your participation in our Fitbit Community in regards the syncing issues that your Ace trackers are experiencing.

I know how frustrating this is for you guys and I'll be happy to help you.

Please try the troubleshooting steps that are listed in this help article. These steps are helpful for syncing issues. Also, make sure that your phone's have the most recent Fitbit app version installed and let me know if the issue gets fixed.

Please check out this page for more information about the warranty and returns policies.

Keep me posted on the outcome! 

[Mschindler]

We just bought an Ace2 and we're trying to set it up and it's not syncing!!! Says it needs to update then just spins....forever!! So frustrating. Fitbit help!!!

[JuanJoFitbit]

@Mschindler thank you for joining us in this thread and our Fitbit Community! I'll be happy to assist you with your Fitbit Ace 2 since it can't be set up.

Please restart the Ace 2 as described in this help article. After this, make sure that you are following the setup process as listed in this help page.

In the meantime, please let me know what is the brand and model of your phone.

Looking forward to your response! 

[Walksmore]

I am having the issue with a new Ace 2 just purchased.  It did the initial update two days ago out of the box but will not sync after the update.  I ran through the trouble shooting listed here and it still is not working.  I tried logging into different devices and it still will not sync to my sons account on my family account.  It finds the Ace 2 but tells me there is a Bluetooth issue.  It does the same thing when I try my cell phone which is running Android version 7, by wife's android phone, and a Windows 10 laptop.  I also deleted my fitbit Blaze from my account and shut the Blaze down to see if it was interfering, it still did not work for the Ace 2, and the Blaze was able to pair with the phone again with no issues.

[snowflake008]

No it didn't resolve the situation with syncing. Also the authenticating when logging in isn't resolved either, you have to request a reset password to log into the app. Not good!