Fitbit Ace battery symbol w/ exclamation

[JMmom]

My daughter got her Ace yesterday. We got it all set up and it was fine. Today the dreaded empty battery symbol with an exclamation point is showing on her Fitbit screen and it won’t do anything. After google searches everything is saying to push buttons to reset, but Ace has no buttons.

I’d love some help!

Thank you!

[KateFitbit]

@JMmom welcome to the Community! Sounds like a restart and charging should resolve the issue. The button to restart is on the charger. Try pushing that three times. Complete instructions can be found here. Let me know how it goes. 

[JMmom]

Thank you Kate!

I followed the steps and after the Fitbit logo appeared a v. something appeared and it went right back to the empty battery symbol with the exclamation mark.

I tried this 3 times with the same result.

any other suggestions? Should I just keep trying?

Thank you!

[JMmom]

The message read v.37.01.01

[KateFitbit]

@JMmom it sounds like the battery may just be drained. Have you tried letting it charge for an hour or so? 

[Katerina-Newton]

Hi There my sons Fitbit has the battery symbol with an exclamation sign inside it’s fully charged any advice? I’ve tried restarting it several times it comes up with the Fitbit symbol then v.37.10 then goes straight back to battery symbol with exclamation symbol inside 😢

[LucyAP]

Welcome to the Forums @Katerina-Newton! Thanks for sharing your experience with Ace and the troubleshooting you tried before posting. 

Sometimes this might have an easy fix, you can check the alignment and try reconnecting your tracker to the charging cable. For illustrations and tips on how to know if the connection is secure, see How do I charge my Fitbit device? And, if you haven't done so, try a different port USB. A UL-certified wall charger will also work. Don't use a USB hub.

Keep me posted! 🙂 

[Glo223]

I don’t see a reset button on the charger and I’m having the same issue. The Fitbit was on the charger before I saw the signal. I took it off and put it back on the charger. 

[JuanJoFitbit]

@Glo223 It's great to see you in our Fitbit Community! I'm sorry to hear that your Ace charger doesn't have a button. Please check out the picture below, I marked in red the part of the charger that has the restart button.

Please make sure that your charger has this button and let me know how it goes!

[nucmedjthom]

I’m having the same issue with my sons Ace he just got for Christmas. It is completely charged and I tried the restart button with no change. Any advice?

[JuanJoFitbit]

@nucmedjthom It's great to see you in our Fitbit Community! I'm sorry to hear that your son's Ace is not turning on, even though you have restarted it before contacting our forums. Please try cleaning the contacts of the charger and the Ace with a cotton swab and a little bit of alcohol. This will remove any dust from the contacts.

Finally, charge the Ace for 2-3 hours and see if it comes back to life.

Keep me posted on the outcome! 

[SAMOM1]

Hi, I’m having the same problem with my daughters Ace where it’s just got the battery with exclamation. I’ve tried cleaning contacts on charger and ace, I’ve had it on charge for 2-3 hours, I’ve pressed reset button 3 times and still the same. Please can you advise. Thanks x

[LeoTrio]

My sons Ace is having exact same problems, tried everything that’s been previously advised. 

[fitzjack]

Same issue with my daughters Fitbit Ace.  Tried all the resets, hit the button 3 times, etc.  Still the exclamation point.  It has been charged for hours.  Nothing seems to work.  Bought this at Target.  Seems like this is an issue on the Fitbit end, if suddenly all these people are having issues.

[EdsonFitbit]

@SAMOM1 @LeoTrio @fitzjack Welcome to the Fitbit Community.

I'm very sorry to hear that your Fitbit Ace is not working properly but only showing an exclamation mark. Thank you for following our troubleshooting steps before getting in touch. To provide assistance I created a case with Customer Support for each one of you. Please be so kind to check your inbox on the next days. They will let you know how to proceed as soon as possible.

If you have any question, please don't hesitate to contact us back at any time.

[doherty1]

Hi, 

I’m having the same issue as everyone else here by the sound of it. Has there been an update to the software or something that’s causing this?

Thanks

[Stacisue25]

I'm having the same issue and nothing is working with my daughter's Ace. 

[MaiJ]

I’m having the same issue with two of my children’s ace watches.  Battery charged on both, tried resetting but they remain with battery symbol and exclemation mark.  The third ace is still working at the moment.  Only had them Christmas time! 

[EdsonFitbit]

Hi @doherty1 @Stacisue25 @MaiJ, Welcome to the Fitbit Community.

Sorry for the late response. Thanks for restarting the Tracker and for trying to resolve before contacting us. At the moment, there is actually no information about what could be causing this situation but once any update be available it will be communicated as soon as possible.

In the meantime, I sent your information to Customer Support. They will evaluate your cases and provide assistance as soon as possible. Thank you for your patience in the meantime.

Feel free to visit the Community at any time.

[jrmiller23]

My daughter’s Fitbit is also having issues. Bought cyber Monday, opened Christmas. I’ve cleaned the pins, restarted, and let sit for a few hours. Still battery symbol with exclamation point. Just adding my name to the list for updates. Thanks!

Ok, I really don’t know what I did. I’ve been dealing with this for 2 days. It’s been charging for a full 24 hours pins connected, etc. I cleaned the pins and the charging points and then I also cleaned them a second time (with alcohol and swab). No luck. Restarted it several times.... I lost count. At this point I’m extremely frustrated and pull it off the charger and go to wrap the cord around and put it up. And the **ahem** thing is working. 🤷🏼‍:female_sign: I’m confounded. Just confounded. There’s no way else to say it... the only thing I did today differently was use alcohol to clean the pins. Good luck, and for my sanity I hope it’s not temporary! 🤣

Moderator edit: merged reply