Cannot update Ace 3

[WharfratMartin]

When I select Update firmware in the app on Android, I get an error: cannot access fitbit.com

I have tried on both Wifi and Mobile internet. 

I can confirm I can reach fitbit.com in a browser from the same device.

[MuffinAnyone]

This same thing is happening to me. I set it all up on my daughter's phone and kept getting the cannot connect to Fitbit.com error, so I forced closed the app, restarted the watch, tried again, nothing. So I tried it on my phone since I know my versa gets updates just fine and it's not giving the same error. 

Did you ever figure out how to get it to work?

[Queeniecookie]

My Ace is doing the same thing, tried everything. Anyone find a solution?

[Cachleman]

I'm having the same exact issue with my son's Ace 3.  Same error trying to update the software on two different phones. 

[Fitem14]

Same issue with our ace 3.

[Mr-Photo]

Same problem here.. I'm guessing they are currently hammered with all the people getting fitbit's for Christmas, maybe try again tommorrow.. Would be nice if someone official would actually acknoledge this however!

[MamaVoila]

Quite disappointing.  Yes, it gives time but not much else so far. We also seem to be unable to update it, it also doesn't track sleep. I thought, it being a very very basic tracker, would not cause this many issues from day one.

[Maully]

Same problem here, very frustrating ☹️

[Busyperson]

Same here, it syncs with the phone but can not update software.

[Mkoons]

I am currently having the same issue

[n1ghtHawke]

Yep, same problem here.

I've so far tried...

WiFi and cellular connections

Uninstalling and reinstalling the app

Restarting the watch and the phone

Different WiFi networks and different cellular locations (used both 4g and 5g)

Different times of the day and night

Suspect it's a central Fitbit server issue and no one is around at Christmas to fix it. Hopefully someone picks it up this week though.

[Mkoons]

You can updated all you have to do is disconnected your Fitbit device the connect to app again it will ask for the update as soon as it is paired press update and it should work

[USNME]

Same for us, it is quite frustrating. It does appear to be tracking steps and sleep for us. We have tried multiple devices. We are able to connect to fitbit.com on all without the app. On the website it also says no devices connected. I'm hoping to get it resolved instead of having to return it. You would think with the cost and limited capabilities it would work, or mostly work. 

[loulooo]

Having this exact same issue  with both my device which were the childerens  Christmas  gifts

[Cachleman]

Update on the issue...I just chatted with customer support.  After going through different troubleshooting attempts their resolution was for me to send the watch back to them! 

I am sorry to hear that you had such experience, I'd like to share that Fitbit products are made to last. However it may encounter a manufacturing issue that we can only determine once the customer has experienced it.

Before we proceed, please ship your product to our warehouse. After we receive your package, we’ll process your replacement. For details about processing and shipping times, see help.fitbit.com/articles/en_US/Help_article/1130.htm#expect

[Snubbles101]

Same problem with my son's fitbit. Hope it's sorted soon

[Mkoons]

I can't update ace 3 tried all trouble shoot Witch wouldn't work don't know what happening

[Mkoons]

Nevermind accidental post

[Mr-Photo]

If anyone is still looking for a solution to this issue do the following:

Make sure the watch is charged sufficently

Using the app log into your child's account.

Setup the Ace 3 again (you do not need to remove it first, just go to setup and pick Ace 3, it will ask to replace Ace 3 with Ace 3)

During the setup this time it will ask you to do the update.. do it.. it will work Within the setup section

[BlueMindy]

This worked! Thank you!!