Can't connect my daughter's Ace to her new phone.

[Mrs.Teagz]

hi!! I need some help. Ive reset the Ace, unpaired the fitbit from her old phone. Turned Bluetooth off and on again on her new phone and even uninstalled and re-installed the fitbit app and its still telling me it can't sync. 

 Shes got a Samsung A20 which I was told wouldn't be an issue and on the list of compatible devices.... someone please fill me in what I'm doing wrong so I can pair her fitbit.  Im kinda feeling like it's been a mistake getting her the Ace 😞 

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @Mrs.Teagz.

I am sorry to hear you're experiencing difficulties connecting your daughter's Ace tracker to her new phone. Thanks for trying to resolve this, I totally understand how you are feeling and I am here to help. I recommend doing the following:

1. Restart the tracker: How do I restart my Fitbit device?

2. Restart the phone.

3. Open the Fitbit app and try to sync the tracker again. You can confirm the steps to sync the tracker at How does my child sync Ace or Ace 2 with their device?

If the issue persists, please confirm if you're logged into the Fitbit app on your daughter's phone and can switch to a kid view? For more information, please see How do I see my child’s stats in the Fitbit app?

You can find additional troubleshooting steps to resolve the syncing issue here. 

Looking forward to hearing back from you.

[Mrs.Teagz]

Hi,
Ive just done all that. As what would happen before the app finds the Ace,
I can enter the number displayed and it starts its 'connecting' circle of
doom then comes up with "not working?" I can only restart the phone and
fitbit so many times before loosing my mind.
Any other suggestions? I've moved my fitbit away, unpaired the ace from
the previous phone.... and yeh still coming up nothing.

Thanks,
Laelle

[LiliyaFitbit]

Hi @Mrs.Teagz, thank you for your reply. 

I appreciate your efforts and the additional details. I totally understand how you are feeling. I would like to confirm if you're able to switch to kid view on your daughter's phone? I will be glad to investigate further.

Looking forward to your response. 

[Mrs.Teagz]

Hi,
All I see on my daughters phone is the normal view, as what I'd see on my
phone. I can switch to kids view on phone tho. Doesn't overly faze me what
view my daughter has at this stage, just glad its synced 🙂

[LiliyaFitbit]

Hi @Mrs.Teagz, thank you for your reply. 

I am glad to hear your daughter's tracker is syncing now. Thank you for the additional details and update. I hope you and your daughter continue enjoying the Fitbit experience and working on your goals.

Have you checked our Discussions board? There you can share your story, find some fitness tips, recipes and more! Give it a look!

Keep on visiting the forums. If you have any questions, feel free to let me know.