Ace stopped syncing

[WeezerBoy]

Hello. My daughter has an Ace. It was working well since about a year. However, the Ace stopped syncing for no apparent reason. So I tried to resync it, but it was not working. I deleted the Ace from the app and then tried to set it up again. However, the app does not find the Ace now. The Ace is charged and connected to the wall, Bluetooth is on, etc.... but it’s not working. The Ace displays the clock and everything but it’s not the correct time. Someone can help with that please? Thanks! 

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @WeezerBoy.

I am sorry to hear your daughter's Ace won't sync. Thanks for trying to resolve this, I appreciate the additional details and I am here to help. I recommend doing the following: 

1. Remove the tracker from the Bluetooth settings on the phone.
2. Turn off other Bluetooth connections that are nearby.
3. Verify if the Fitbit app is updated to the latest version. See this link.
4. Force quit the Fitbit app.
5. Reboot your phone and restart the tracker by following the steps from this help article.
6. 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. I'll be around if you have any questions.

[Dadoface]

My son's Fitbit Ace has started doing the same thing. I have tried everything I can find online including your directions listed here. I am quite frustrated and my son is quite disappointed. He has resigned himself to the fact that he can't sync it anymore and calculating what the time is rather than having a watch that tells him the time. Is there anything else I can do? I am trying to add a new device (since I reinstalled the app). It finds his Ace and sends the 4-digit number to his tracker which I input into my phone's app and then it fails to connect. I realize that all electronics have their lifespan, but I seriously think I may try a different brand as I am losing my faith with Fitbit. Please help if possible.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Dadoface.

Thank you for joining the thread and sharing that you're experiencing the same issue with your son's tracker. I understand how you are feeling. I appreciate your efforts and the additional details and would like to confirm if you've tried the following:

1. On the phone's settings tap on Apps > Fitbit > Storage > Force Stop.

2. Restart the phone. 

3. Tap the Today tab, and tap your profile picture.

4. Tap My Family.

5. Under your child's name, tap Switch to Kid View.

6. Tap child's profile picture and tap Set up. 

7. Continue to follow the on-screen instructions to set up your child's tracker.

Looking forward to hearing back from you.

[Dadoface]

Thank you for your reply. I would like to confirm that I tried those steps you have listed (and just tried them again for good measure). No luck. 😞 I was really hoping that this time it would magically work!

[LiliyaFitbit]

Thank you for your reply, @Dadoface.

I am sorry to hear the issue persists, thank you for your efforts. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon.  

Let me know if you have any questions.

[WeezerBoy]

Same here. Please advise on how this issue can be resolved.

Thanks!

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[Dadoface]

Thanks. I just received an email from customer support.

[LiliyaFitbit]

Thank you for your replies, @WeezerBoy @Dadoface.

@Dadoface I am glad to hear you've received an email from our Support team. I know they will be glad to help you out and provide a solution, please continue working with them.

@WeezerBoy Since the issue persists, I went ahead and created a case for you, someone from our Support team will reach out soon.

I'll be around if you have any questions. 

[Courtney915]

Having the same problem over here: my daughter's Ace has not only stopped syncing, but seems to have erased several weeks of data, in November, that I know was there previously?? Her watch now displays the wrong time and date, so without syncing it can't even be used as a regular watch. We had the same problem with both of our watches after the big update in late summer, but then they both randomly started syncing again; having it happen all over again now with her watch is just too much. My Inspire HR is currently syncing fine, knock on wood, but I've bought a new watch from a different maker for my daughter, because the ongoing frustration and difficulty is just not acceptable. Still, if we could get this product to work again, that'd be cool. I am reluctant to take any measures that would mess with my own ability to sync, but have tried everything involving just my daughter's watch, as well as force stopping and restarting the app.

[LiliyaFitbit]

Hi @Courtney915, thanks for joining the thread. I am sorry to hear about the experience you're having with your daughter's tracker. I understand how you are feeling and appreciate your efforts to resolve this. I would like to confirm if you've tried the following:

1. Restart the tracker: How do I restart my Fitbit device?

2. Try to sync the tracker by following the instructions at How do I sync Ace or Ace 2 with my device?

Looking forward to your response.

[Jumpingjellies]

I am having the same issue.  I have rebooted the ace two times and tried everything listed here but still can not reconnect it to my account or sync :(.

I tried to reboot it a third time and the reboot didn't work, it just vibrated each time I pressed the button.

[Jrdubyakc]

@JumpingjelliesAre you doing the restart while it is plugged into the charger?

[Jumpingjellies]

Yes!  I am rebooting it while in the charger

[Courtney915]

Hi LiliyaFitbit, yes, I have tried restarting the device multiple times. Like JumpingJellies, my daughter's Ace also seemed to refuse to restart the last time we tried it; she and I both tried restarting many many times. I'm not sure what you mean by your second suggestion--I have already successfully had her tracker synced for a little over a year when this happened. So yes have followed the directions for syncing her tracker.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Jumpingjellies. Thank you for your replies, @Courtney915 @Jrdubyakc.

@Jrdubyakc Thank you for your efforts to help!

@Courtney915 @Jumpingjellies I appreciate your troubleshooting efforts. I've gone ahead and escalated your cases to our Support team, for them to take a deeper look at this. You should be getting replies soon. 

Let me know if you have any questions.

[Jumpingjellies]

Thank you @LiliyaFitbit 

[LiliyaFitbit]

Thank you for your reply, @Jumpingjellies.

I appreciate your feedback. Note that due to recent events affecting our operations, support options are limited and wait times are longer than usual. I appreciate your understanding and look forward to getting you back on track. 

I'll be around if you have any questions.