Ace won't track steps

[13J]

Hi, I am hoping that somebody can help me.....my sons fitbit isn't recording any steps. It has done previously but not anymore. 🤔please help.

Moderator edit: updated subject for clarity

[Rich_Laue]

Is this the Ace or Ace 2?

Does the steps show up on the tracker, but not the App? 

[JuanJoFitbit]

@13J, welcome to our Fitbit Community. By the way, I'm sorry for the late response. However, I would like to follow up and would like to know if the issue persists or if your son't Fitbit tracks his steps properly now.

In the meantime, please restart his Fitbit Ace as described in this help article. After this, monitor his tracker and see if the issue gets fixed.

Thank you for your help @Rich_Laue.

I'll be around if more assistance is needed.

[13J]

Hi,
Steps don't show up on his fitbit

[JuanJoFitbit]

@13J, I'm sorry for the late response. I'm also sorry to hear that the restart process that was shared above, did not fix the issue.

Due to this, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

Don't hesitate to get back if you have any questions.