Fitbit Ace 2 won't sync after a full charge

[Carolynmurray]

My daughter has a fitbit ace 2 and it completely ran out of battery. I have fully charged it, logged into her profile in my family app and pressed the sync option. It thinks for a little while then comes up with a red exclamation mark. What are my next steps?

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @Carolynmurray.

I am sorry to hear your daughter's Ace 2 won't sync. Thanks for trying to resolve this, I appreciate the additional details and I am here to help. I recommend doing the following:

1. Remove the tracker from the Bluetooth settings on the phone.
2. Turn off other Bluetooth connections that are nearby.
3. Verify if the Fitbit app is updated to the latest version. See this link.
4. Force quit the Fitbit app.
5. Reboot your phone and restart the tracker by following the steps from this help article.
6. Open the Fitbit app and try to sync the tracker. You can confirm the steps in this help article: How does my child sync Ace or Ace 2 with their device?

Let me know how it goes, I'll be around. 

[2fatcats8]

Ace 2 can not be found by our device despite previously being fine therefore can’t sync. 

have tried all steps as posted on this page several times with no joy. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @2fatcats8.

Thank you for joining the thread and sharing that your Ace 2 is not syncing. I appreciate your troubleshooting efforts. For me to investigate further, please let me know if you're able to switch to kid view? Could you please confirm your phone's model and OS version?

Looking forward to your response.