Brand new Ace 3 not working

[Gus_nad]

Hello, we just received my son's new FitBit Ace 3.

Out of the box, my son touched the buttons and the smiley face appeared. 

We tried to put it to charge, but notting is happening, no battery symbol... just the smiley face

We tried to connect it to his Pixel 2XL, the app can't find the tracker.

I've tried to force shutdown the tracker: plugged in, hold the 2 buttons, just down and come back to smiley face.. nothing else. 

Help!

Thanks

Moderator edit: subject for clarity 

[Giampi71]

Have you tried to add the Ace 3 under the Family account? I think the app otherwise can't see the Ace 3.

[Gus_nad]

Yes... it doesn't connect to the app... seems like it does'nt event start the initial setup... I'm sending it back...

[LiliyaFitbit]

Welcome to the Fitbit Community, @Gus_nad. It's nice to see you around and thank you for your help, @Giampi71.

@Gus_nad Thanks for the details shared in your post and for already trying to resolve the issue. I understand how you are feeling and I am sorry to hear that you decided to send the tracker back. If you still have the tracker, I recommend connecting it to the charging cable and confirming the steps to set up the tracker in How do I set up Ace for my child?

You can find more information about the Ace 3 in this manual. 

Hope this helps.