Broken Ace 2 band

[calanan]

The band on my daughter's Ace 2 strap has broken and will no longer hold her tracker safely. It looks like some glue may have failed and the hard plastic frame has separated from the silicone band. Pics below.

Her Ace 2 was purchased 9/1/2020 from Target, is there a replacement option for broken bands? How do I contact someone for the replacement? I tried using Fitbit's Return process but can not use it as I did not purchase the Ace 2 directly from them.

Thanks.

[Odyssey13]

Hi @calanan  you'll need customer support and it's good you took pictures. Here is their information:

Fitbit customer support is doing their best, but right now be prepared for longer wait times. Please be patient. Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[AndreaFitbit · Accepted solution]

Thanks for getting back to us @calanan and for your help @Odyssey13. I'm sorry to hear your daughter's Ace 2 strap has broken and thank you for adding your pictures @calanan.

As @Odyssey13 mentioned, you need contacting customer support for this. She added all the numbers and support channels that you can use. 

Fitbit return process works when you buy your product directly from Fitbit but you can get help with the band with our team. 

Keep on visiting the forums.