Fitbit Ace 2 stopped tracking steps

[DMac2019]

Hi. For the past 2 days my sons Ace 2 has not been counting steps. I did search topics but can’t see how people have resolved this problem apart from having the device replaced?

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@DMac2019 welcome to our Fitbit Community! I'm happy to assist you with your sons' Fitbit Ace 2 since they've stopped tracking their steps.

I'd like you to try restarting their Ace 2 trackers as described in this help article. The restart process is helpful for this type of issues. After this, have your sons to monitor their trackers and see if the issue gets fixed.

Keep me posted on the outcome! 😀

[Zara123]

Hi my sons fitbit stop counting his steps too for the last 2 days. You mentioned that we need to restart the Fitbit? How to restart the fibit? 

[JuanJoFitbit]

@Zara123, I'm sorry for the late response. However, let me welcome you to our Fitbit Community.

Since your son's Ace 2 trackers are experiencing the same issue, please restart their trackers as advised in this help article. After this, check out the Ace 2 trackers' behavior and see if they track steps accurately.

Let me know how it goes.

[logoz80]

I did that and it's still not tracking any steps

[JuanJoFitbit]

@logoz80, thank you for getting back and trying the recommended troubleshooting steps.

Since the issue persists, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

I'll be around if any question arises.

[Kirsten1]

I am having the same problem and restarting did not fix it. 

[JuanJoFitbit]

@Kirsten1, I apologize for the delayed response. However, let me welcome you to our Fitbit Community.

I appreciate the time spent trying to get the steps tracking issue fixed before contacting our forums. Please make sure that your Fitbit Ace 2 is positioned correctly on your wrist so that it doesn’t slip. In addition, please check out this help page which explains the appropriate way to wear your track in order to have a better tracking. Finally, monitor your Ace 2 for the next 24 hours and see if it tracks your steps properly.

Keep me posted! 😀