Ace won’t work if not connected to the charger

[Tai_A]

Hi there, my son ace won’t work if it’s not plug in. I did try to restart it but still not working. Anything he can do pls? 

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Tai_A.

I appreciate your participation in the Forums and sharing that your son's Ace tracker won’t work if it’s not plug in. Thanks for trying to resolve this by doing a restart, I am here to help. 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.

[Lilywhite80]

Hi

i’m having the same problem as @Tai_A . My daughter hasn’t used her Ace in months but we plugged it in and fully charged the battery but as soon as I disconnect, it doesn’t respond to tapping/double tapping. I’ve tried restarting a number of times but it is still unresponsive.

can my issue be passed to the customer support team please? 

Thanks

[LiliyaFitbit]

Welcome to the Fitbit Community, @Lilywhite80.

I appreciate the tips and recommendations you followed. I've created a support case on your behalf. Please keep an eye on your inbox. 

I'll be around. 

[Michemiche]

Hi, I've got the exact same problem. My son's fitbit doesn't work when disconnected from power source. It did synchronize with the phone app and does change appearance etc. when connected, however it doesn't display the screen once disconnected. Restarting didn't seem to help.