06-25-2020 19:05 - last edited on 06-26-2020 15:03 by LiliyaFitbit
06-25-2020 19:05 - last edited on 06-26-2020 15:03 by LiliyaFitbit
My kids ace 2’s we’re paired to an iPhone X that is inoperable. I need to pair the ace 2’s to my new iPhone XS but cannot...presumably because it is connected to the old iPhone. I have restarted all devices, turned off/on Bluetooth. Etc as per the very limited help article suggestions. To state again, I cannot unpair it with the old phone as it is inoperable.
Moderator edit: subject for clarity
Answered! Go to the Best Answer.
04-18-2021 16:26
04-18-2021 16:26
So I fixed it by following the steps to fully/hard reset the Ace 2 device (roughly like: https://www.hardreset.info/devices/fitbit/fitbit-ace-2/) and the connection process was more like the "new product" experience
06-26-2020
15:01
- last edited on
09-14-2024
10:50
by
MarreFitbit
06-26-2020
15:01
- last edited on
09-14-2024
10:50
by
MarreFitbit
Welcome to the Fitbit Community, @BMuzzo.
I appreciate your participation in the Forums and sharing the difficulty you're experiencing with pairing your kids Ace 2 to your new iPhone XS. Thanks for trying to resolve this, I appreciate the additional details and your feedback, I am here to help. I recommend doing the following if the Ace 2 is paired to the Fitbit Family account:
1. After you install the Fitbit app on your new iPhone, please log into your Fitbit account.
2. On the Today tab, tap your profile picture.
3. Tap My Family.
4. Under your child’s name, tap Switch to Kid View.
5. Tap your child's profile picture, and tap their device tile.
6. Scroll down, and find the option to Sync Now.
You can confirm the steps to sync the Ace 2 at How do I sync Ace or Ace 2 with my device?
If the Ace 2 is not paired to the Fitbit Family account, you can follow the steps from this help article to set up the tracker: How do I set up Ace or Ace 2 for my child?
You can find more information about the Fitbit kids devices at How do I get started with Fitbit kids devices?, and about Ace 2 here.
Let me know how it goes, I'll be around.
Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.
06-26-2020 18:46
06-26-2020 18:46
06-26-2020
19:30
- last edited on
09-14-2024
10:21
by
MarreFitbit
06-26-2020
19:30
- last edited on
09-14-2024
10:21
by
MarreFitbit
Hi @BMuzzo, thank you for your reply.
I appreciate your efforts and the additional details. Since the issue persists, I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon.
Let me know if you have any questions.
Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.
04-15-2021 20:14
04-15-2021 20:14
Did you get an answer? I'm having exactly this issue
04-16-2021 07:51
04-16-2021 07:51
04-16-2021
17:51
- last edited on
09-14-2024
10:21
by
MarreFitbit
04-16-2021
17:51
- last edited on
09-14-2024
10:21
by
MarreFitbit
Welcome to the Fitbit Community, @tonyb_. Thank you for your reply, @BMuzzo.
@BMuzzo I appreciate the update, I am sorry to hear about the frustration this situation has caused. I am sure our Support team tried their best to help you, each case is reviewed individually and a solution that's being provided is based on the Fitbit Warranty. I appreciate your understanding.
@tonyb_ I am sorry that you are going through the same situation. I recommend trying the following:
1. Install the Fitbit app on the new phone and log into your Fitbit account.
2. Switch to kid view: How do I see my child’s stats in the Fitbit app?
3. Restart the tracker and keep it connected to the charging cable.
4. Tap your child's profile picture in the Fitbit app, and tap Set up a Device.
5. Choose the device and follow the on-screen instructions to continue.
Hope this helps!
Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.
04-18-2021 16:26
04-18-2021 16:26
So I fixed it by following the steps to fully/hard reset the Ace 2 device (roughly like: https://www.hardreset.info/devices/fitbit/fitbit-ace-2/) and the connection process was more like the "new product" experience
04-18-2021
18:44
- last edited on
09-14-2024
10:17
by
MarreFitbit
04-18-2021
18:44
- last edited on
09-14-2024
10:17
by
MarreFitbit
Thank you for your reply, @tonyb_.
I am happy to hear that you were able to fix this issue and thank you for sharing what you did as it may help other members in the same situation. I appreciate your time and efforts.
In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members.
Keep on visiting the forums!
Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.