help menu

Join us on the Community Forums!

  • Community Guidelines

    The Fitbit Community is a gathering place for real people who wish to exchange ideas, solutions, tips, techniques, and insight about the Fitbit products and services they love. By joining our Community, you agree to uphold these guidelines, so please take a moment to look them over.

  • Learn the Basics

    Check out our Frequently Asked Questions page for information on Community features, and tips to make the most of your time here.

  • Join the Community!

    Join an existing conversation, or start a new thread to ask your question. Creating your account is completely free, and takes about a minute.

Not finding your answer on the Community Forums?

Cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Fitbit Ace 2 won't complete set-up or update

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎11-27-2019 08:14 - last edited on ‎11-28-2019 04:16 by Fitbit Moderator

‎11-27-2019 08:14 - last edited on ‎11-28-2019 04:16 by Fitbit Moderator

Please please help! I bought this for my son for his birthday and I have been trying to get it to work since Saturday! My device finds it but it just wont update. It crashes after a few minutes and the display on the fitbit is still showing the set-up message. I have restarted it many times, have changed devices, have been plugged in. Please help! I have a very unhappy child!

 

 

Moderator edit: format

Best Answer
Labels:
0 Votes
6 REPLIES 6

‎11-27-2019 08:29

‎11-27-2019 08:29

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

Stepping in the U.S.A. since September 2013. Android 14

Best Answer

‎11-28-2019 04:16

In response to Odyssey13

‎11-28-2019 04:16

@lewissarahjane, welcome to our Fitbit Community! I'm sorry to hear that your son's Fitbit Ace won't complete the setup process. By the way, thank you for troubleshooting this issue before contacting our forums.

 

If you haven't contacted our Support team as @Odyssey13 advised, I'd like to know that is the brand and model of the phone you are trying to set up your son's tracker with.

 

In the meantime, make sure that you are following the setup process as described in this help article.

 

Keep me posted on the outcome.

JuanJo | Community Moderator

Running with music makes you happy! Share Your Story

Best Answer

‎12-07-2019 00:59

In response to JuanJoFitbit

‎12-07-2019 00:59

I have an iPhone X. I still can’t get it to update 

Best Answer
0 Votes

‎12-11-2019 18:11

‎12-11-2019 18:11

Hi There, was this ever resolved for you? I bought the fitbit ace for my daughter whose birthday was yesterday and like you the software won't update and it's been more than 12 hours now. It's so disappointing! Reached out to customer service and was told that there's a problem with android devices and was thinking of trying the iPod and looks like it's the same problem there. Please let me know if your issue was resolved and how. Kind regards, A

Best Answer
0 Votes

‎12-11-2019 23:33

In response to Nantu

‎12-11-2019 23:33

Hi, no it hasn’t. I’m thinking about sending it back because I simply can’t get it to work.

Sent from my iPhone
Best Answer
0 Votes

‎12-12-2019 00:00

In response to lewissarahjane

‎12-12-2019 00:00

Think I'll do the same, ré sending it back
Best Answer
0 Votes