Connect Ace 2 to a new phone

[BMuzzo]

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

[LiliyaFitbit]

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. 

[BMuzzo]

Hello,
I have already tried all the suggested articles already. I have now tried them again. Pairing a new device is unsuccessful, it never finds the Ace 2....constantly stuck searching for a device. As I said previously I have turned off the iPhone and restarted and turned off and on Bluetooth without any success. I have also tried on an iPad. No device can find the Ace 2 during the pair process.
Blair

Sent from my iPhone

[LiliyaFitbit]

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.

[tonyb_]

Did you get an answer?  I'm having exactly this issue

[BMuzzo]

Yes. Sorry, your device is no longer covered was their answer. Then they asked for feedback. I said I was extremely frustrated and would never buy a Fitbit product again and tell everyone I knew to do the same. Since then they have been silent.

Sent from my iPhone

[LiliyaFitbit]

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!

[tonyb_ · Accepted solution]

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

[LiliyaFitbit]

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!