Can't use Fitbit Ace -- HELP

[James9634452]

We bought our son a Fitbit Ace for Christmas. My wife set it up for him. The strap broke and we ordered a replacement. While waiting for it the fitbit lost power and reset itself. Additionally, the hard disk of the PC it was set up on died, and the PC has been sent for repair. My wife cannot remember the account or password that was used to set the fitbit up, and I suspect the details were stored in the browser on the dead hard drive and have been lost.

How do I make the fitbit work again? I don't care about the lost data, I just want him to have a working device. Any help is gratefully appreciated.

Moderator edit: personal info removed

[LiliyaFitbit]

Welcome to the Fitbit Community @James9634452 , it's nice to see a new member around!

Let me help you resolve the difficulties you're experiencing with the Fitbit Ace you purchased for your son for Christmas. I am sorry to hear about the broken strap and your PC. Thank you for letting me know that you ordered the replacement band, I hope your PC will be repaired soon. I would like to confirm if you're able to charge the Fitbit Ace? If you experience any difficulties, please try the troubleshooting steps including restart here. 

I understand that your wife doesn't remember the account or password used to set up the device, however you can create a new account and set up the tracker again by following the steps from this help article: How do I set up Fitbit Ace devices?

If you remember the email address for the Fitbit account, but don't remember the password, you can reset the password by following these steps.

Let me know how it goes!