Ace2 won't set up/connect to bluetooth

[Nailmum]

Hi everyone, my daughter got the ace2 for her birthday and following to set up steps I've come to a stop. It tells me to charge while setting up and then tries to find the ace2 through bluetooth and says not working? Tells me to turn bluetooth on and off again and then I cant go any further. It doesn't give me anymore options.

I also tried to directly connect through bluetooth on the phone rather then through the app and it says cannot connect check ace2 settings, which I can't do as it's just the setup screen. 

Hope this makes sense. Thank you

[LiliyaFitbit]

Welcome to the Fitbit Community, @Nailmum. 

I am sorry to hear about the difficulty you're experiencing setting up your daughter's new Ace 2. Thanks for trying to resolve this, I appreciate the additional details and I am here to help. I recommend following the steps to set up the Ace 2 tracker at How do I set up Ace or Ace 2 for my child?

The additional troubleshooting instructions can be found at Why can't I set up my Fitbit device?

Keep me posted on the outcome. I'll be around if you have any additional questions.