Ace not syncing

[Tash85]

My son's Ace hasn't been syncing with my Iphone since 23/5. Is there something that has changed since then? I've tried things such as restarting Ace, charging Ace, turning bluetooth on and off, forgetting device and trying to set up again. Can you help?

[LiliyaFitbit · Accepted solution]

Welcome to the Fitbit Community, @Tash85.

I am sorry to hear your son's Ace 2 hasn't been syncing with your iPhone. Thanks for trying to resolve this, I appreciate the additional details and I am here to help. I recommend making sure the Fitbit app and your phone are up-to-date. Please also confirm the following troubleshooting steps:

1. Remove the tracker from the Bluetooth settings on the phone.
2. Turn off other Bluetooth connections that are nearby.
3. Force quit the Fitbit app.
4. Reboot your phone and restart the tracker by following the steps from this help article.
5. Open the Fitbit app and try to sync the tracker. You can confirm the steps in this help article: How do I sync Ace or Ace 2 with my device?

Keep me posted on the outcome. 

[Tash85]

Hi,

Thanks - I ended up trying all the steps numerous times and it finally worked. Thanks for your help.

[Angel82978]

I’m having the same problem with my children’s Aces’ not syncing. We have been able to sync them to my phone in over 2 weeks. 

I’ve restated the app several times, restarted my phone several times, and deleted and reinstalled the app. Nothing seems to be working. Please provide assistance. 

[LiliyaFitbit]

Thank you for your reply, @Tash85. Welcome to the Fitbit Community, @Angel82978.

@Tash85 I am glad to hear the tracker is syncing now. Thank you for your time and efforts! 

@Angel82978 thank you for joining the thread and sharing that you're experiencing the same issue with your children’s Aces. I would like to confirm if you've tried to restart the trackers by following these steps: How do I restart my Fitbit device? 

Keep the tracker connected to the charging cable when trying to sync. I also would like to confirm if you've tried the following:

1. Go into the phone's Bluetooth menu.
2. Tap on the icon next to the Fitbit device.
3. Press Forget this device.
4. Re-open the Fitbit app, re-bond the device and try to sync. 

The additional troubleshooting steps can be found at Why won't my Fitbit device sync?

Let me know how it goes, I'll be around. 

[Angel82978]

Yes, I have. For both of my children’s fitbits. Neither one will sync. I keep getting the swirling with switching to kid view, but it never loads kid view. 

Please help further. 

[LiliyaFitbit]

Hi @Angel82978, thank you for your reply.

I appreciate your efforts and the additional details. Thank you for confirming that you're unable to switch to kid view and therefore can't sync the trackers. I would like to advise that this issue has been reported to our team and we're working to identify a resolution as quickly as possible. Be sure to keep the Fitbit app up-to-date as the updates come with new features and bug fixes. I am sorry for any trouble, thank you for your patience. 

Let me know if you have any further questions.