Fitbit Ace 2 not updating

[TamD4]

Just bought two Ace 2s for my niece and nephew. Nephew’s set up quickly and works well. Niece is crying because we tried three hours last night and two today to connect with no avail. Screen on Ace 2 says Fitbit.com/setup and when we go through all the steps, it says failed to update. We’ve gone through all the steps recommended: uninstall, shut down, restart, create new account, etc. Trued two different devices even in two different locations. Please help or I’m going to have to return!  And that sucks for a kid who is waiting for her Xmas gift!

[Odyssey13]

Reach out to customer support. Their phone number is (877)623-4997 between the hours of 4am-8pm PST Mon-Fri, and 6am-5pm PST on weekends, if you're in the USA. The phone number to call from the UK is: 0800 069 8505. Operation hours: 9:00am - 6:00pm. If you're not in the USA or if you prefer an online chat or email, then click for contact options