Ace won’t charge

[Dbasant]

I have tried all the troubleshooting tips here and still just get the battery with exclamation point. Have only had this since Christmas. I’ve cleaned the contacts, restarted, tried numerous outlets for charging with the same results. 

[JuanJoFitbit]

@Dbasant Welcome to our Fitbit Community! It seems that you already tried all the troubleshooting steps in order to fix the charging issues that your Ace is experiencing. Thank you for taking the time to try those steps before contacting our forums.

Since the issue couldn't be fixed, 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 doubts! 😀

[Dbasant]

Hello,

I received a replacement fitbit after my first issue. However, this newer fitbit is now doing the same thing, with the exclamation point. Is this an ongoing issue?

[JuanJoFitbit]

@Dbasant thank you for getting back! Since the replacement unit is experiencing the same issue, please try the troubleshooting steps that tare listed in this help article. This article may contain steps that you already tried but you can skip them and proceed with the rest and see if the issue gets fixed.

Keep me posted on the outcome! 

[Dbasant]

I tried the troubleshooting steps. And it looked like it was charging but then didn't count steps while my son was wearing it.

Also, for this step, I never saw a smile icon, but it did not vibrate: 

1. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.

I'm now trying the steps again to see if it will charge this time and work correctly.

[JuanJoFitbit]

@Dbasant I'm glad to hear that your Fitbit Ace is charging. I would like to follow up and would like to know if the steps are being tracked after monitoring it.

Looking forward to your response! 

[Dbasant]

I thought it was charging. We keep trying to no avail. I just don’t understand how 2 Fitbit’s can have the same problem. As this has been replaced once, what recourse do I have? It stays on with an exclamation point and doesn’t work as it should. 

[JuanJoFitbit]

@Dbasant I'm sorry for the late response. However, regarding the charging issues that your Fitbit Ace was experiencing, I was told by our Support team that a solution was provided and you will be back on track soon.

As a side note, I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often! 

[Dbasant]

Hi Juan, I haven’t heard from the support team. Do you know what the solution is? Thanks. 

[JuanJoFitbit]

@Dbasant thank you for getting back! Let me go ahead and forward your case again so our Support team can follow up and proceed accordingly. Please keep an eye on your email account since they will contact you via email.

I'll be around if any question arises!