Fitbit Ace 2 cannot track sleep properly

[Nug219]

My daughter got an Ace2 for christmas and the moon/sleep tracker function is greyed out. We have done a reset as has been advised on other threads here and it hasn't fixed it. They app will show her sleep if it is synced manually. My daughter is really disappointed. How can we fix this?? It seems to be a common issue on this forum

[SilviaFitbit]

@Nug219 Welcome to the Community. Sorry for the delayed reply. 

I appreciate the details mentioned and the troubleshooting tried. Sorry to hear that your daughter is experiencing this. 

I would like you to confirm you've tried this procedure:

1. Manually sync the tracker. See instructions in How do Fitbit devices sync their data?
2. Restart the tracker. See instructions in How do I restart my Fitbit device?
3. Try sleeping with the tracker on your non-dominant hand.
4. If steps 1-3 don't work, I suggest manually logging your sleep to reflect the time slept. See instructions in How do I change my sleep history?

Keep me posted. I'll be around if you have any additional questions. 

[Nug219]

Hi I have tried ALL of those things. Regarding your suggestion to manually track sleep...... what is the purpose of that?? My daughter wants to see her sleep track on the fitbit she is wearing on her arm!! That is what the fitbit is supposed to do (and it isnt working!!) Can you tell me how to fix this or can you replace it with a device that actually works?? I have an extremely disappointed 8 year old and I am frustrated with the lack of a real solution 

[maddieice]

Same issue. I have 3 new Ace 2 and none of them track sleep. Seems like a software issue. Hopefully they push a patch soon. 

[Emskins]

Same problem here, frustrated at the amount of time I have spent with Fitbit support trying to resolve this issue that we shouldn't be experiencing with a brand new device. 

[SilviaFitbit]

@Nug219 Thanks for getting back. In this case, I've shared your post with our Support team and they will continue assisting you through email. 

@Emskins and @maddieice Welcome to the Community. Thanks for the details mentioned. Sorry to hear that you're experiencing this. In this case, I've shared your post with our Support team and they will continue assisting you through email, if you have already have a case with them, please reply back to the case that you already have. 

I'll be around if you have any additional questions.