Ace won’t turn on

[Rae78]

My sons Ace battery needed charging, so charged as normal. It wouldn’t sync yesterday so gave up to try again today and now has turned off and won’t come on. Any ideas? I use the family account on my app on iPhone 7.

[jstnhss]

I really wish I'd done some research on the problems with the Ace before I let my wife talk me into getting one for my daughter's birthday.  Our initial Ace out of the box was DOA.  I tried all of the scripted troubleshooting steps to no avail.  Opened a case on March 16th (#29369566) and got the replacement finally TODAY, May 7th.  The replacement also appears to also be DOA.  I'm done cajoling my wife to contact support for status updates (ordered under her account, they won't talk to me), this product is plain defective.  Sure I'll leave it plugged in overnight, but we've now gotten 2 that don't power on at all, don't show a charging icon, and don't do anything after pressing the magic reset button 3 times.  No more following the troubleshooting script for me, I'm writing this off as a total loss.

[JuanJoFitbit]

@jstnhss Thank you for joining us in this thread and our Fitbit Community! I'm sorry to hear that your daughter's Fitbit Ace is not turning on even though you have tried all the troubleshooting steps.

I totally understand how you feel about this and I appreciate your feedback. I would like to help you and turn the bad experience into a good experience.

I totally understand that you don't want more troubleshooting steps. However, I would like to know if you have tried other USB ports in order to charge the Fitbit Ace. Also, please clean the contacts of the Ace and charging cable in order to remove any dust that the contact accumulate. If these details are also covered, let me know and I'll be happy to proceed accordingly.

I really appreciate your patience and time with this.

[MrKRWalker80]

I have tried everything that Fitbit repeatedly tell me. I returned the
device to the store I got it from and ended up with a new one that works
fine!

[JuanJoFitbit]

@MrKRWalker80 I'm sorry to hear that your Fitbit Ace didn't turn on even though after trying the troubleshooting steps that were recommended by our team. However, I'm glad to hear that they sent you a replacement unit. Thank you for posting the update here.

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! 

[LMCCARROLL8110]

This what happened to us. It won't even come on.

[JuanJoFitbit]

@LMCCARROLL8110 thank you for participating in our Fitbit Community! Since your Fitbit Ace is not turning on either, I'd like you to follow the troubleshooting steps that are listed in this help article. After trying those steps, charge your Fitbit Ace for 2-3 hours and see if it comes back to life.

Keep me posted on the outcome! 

[LMCCARROLL8110]

This is not intended to sound rude. Please don't delete my response. It has my solution in it and I am not saying anything disrespectful. Not all your responses are going to be 100% the way you want them. This was my experience, what I did and what fitbit did. You requested I keep you updated on the outcome, so I did that.

I am sure like most people that search this post have been Fitbit users for a long time. I have had several different Fitbits over the last 4 years. Especially buying an ACE, I assume most customers are already users. I know how to do a search and check to see if I can fix it. I find it very frustrating that all these posts suggest the same thing. By the time I contacted customer service my unit was 100% dead, no charge at all. She asked me to do a reset... I had already tried that but given it was 100% dead it did nothing. She asked me to sync it..... given it was 100% dead it did nothing. She asked me to clean the sensors....well since all the posts suggest that and so does the manual, I had already done it yet she insisted I do it again, nothing. She asked me if I had tried other wall outlets...yep. nothing. I told her from the start of the message ALL the things I had already done. It is infuriating to not have customer service listen with all the steps you have already tried. I just disconnected from chat at this time. 

What fixed it? I finally plugged it into the computer. This is the only way it will charge now. I have a large suspicion this will only suffice a while and it will not work for long. As a valued customer, listen to people when they complain. This is one of many since the release that is having this issue. CLEARLY it is a problem. Every time I have ever posted an issue you guys tell me the same things...which is follow the steps of the manual for issues. Most of the time owners on these forums have already done this.

I respect the fact that I am sure you have protocol to go by but it's super irritating when you literally posted the exact same response to the person above me. We can read and none of the suggested fixes on your article worked for me.

This isn't singular to you as a moderator so it's not personal. I am speaking to Fitbit forums/chat help in general. 

[JuanJoFitbit]

@LMCCARROLL8110 I'm sorry for the late response. I'm also sorry to hear about the experience you've had with your Fitbit Ace. I totally understand how you feel about this and I appreciate your feedback and comments.

I would like to follow up on the charging issues that your Fitbit Ace is experiencing and would like to know if a solution was provided or if the issue persists. This info will help me to assist you accordingly.

Looking forward to your response.

[MrKRWalker80]

This was resolved a long time ago

[JuanJoFitbit]

@MrKRWalker80 that's great news! I'm glad to hear that the issue has been resolved. Thank you for posting the update here.

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! 

[RS2013]

We have the same problem even did the reset button but still won’t turn on off charger. 

Very annoyed. Can’t find anything on google to try anything else. Only 12mths old approx and I don’t have receipt to get warranty (well I have tried to look for it) 

[DillyDes]

Hi there,

Have you had a solution yet please? My daughter’s Ace is fully charged as it shows this when connected to the charger. But off the charger the screen won’t come on and my phone won’t pick it up. I have reset it by pressing the button as advised, I have cleaned the connectors, I have turned Bluetooth on and off etc....

Help please!!

Rachel

[Ethno33]

My daughter’s ace does not seem to have a black button on the side? Is this the wrong place to go or is it a different model?

[DillyDes]

The button, if it is the reset one you are talking about, is on the charger not the Fitbit!

Sent from my iPhone

[AlfieLiv]

Thanks this is SO helpful!!!

[His1doll]

Hi JuanJoFitbit,

I am having the same problem. My son's Fitbit won't turn back on. I've tried all the steps listed as this happened once before. It was resolved by a Fitbit team member because nothing I did seemed to help. Could you pretty please help me 

[DillyDes]

No one ever replied to this post and now my Fitbit is doing the same so I have ditched Fitbits and got an Apple watch instead!

Sent from my iPhone

[MrKRWalker80]

I simply took it back to the retailer, complained and got a replacement. I
then vowed never to buy a Fitbit product again.