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!

[Probyn]

To be fair fitbit have been brilliant, they asked us to follow the steps to reset it etc. That didn't work so they sent us a replacement Ace within 3days 

[NicZoe]

My daughters Fitbit Ace is no longer working and she has only had it for four months. It was fully charged and then it stopped working that same day. All I can get on it is an exclamation mark inside a battery. I was tried resetting and it looks like it might work, but then it goes back to the exclamation mark in the battery. Can you please tell me how this can be fixed? Thank you.

[JuanJoFitbit]

@renee_t98 @KayleneH @NicZoe  I'm sorry for the late response. However, let me give you a warm welcome to our Fitbit forums. Regarding the the exclamation mark that your children Ace's are displaying, I'll send your cases to our Customer Support team and they'll be happy to assist you accordingly. The'y'll contact you via email. By the way, thank you for trying the recommended troubleshooting steps before contacting our forums.

@SunsetRunner I'm sorry to hear that your daughter's Ace also experienced the same issue. I really understand how frustrating this is for you and I'm sorry to hear that you decided to return it. We appreciate your feedback since this helps us to keep improving.

@Probyn I'm so glad to hear that you were sent a replacement unit. Thank you for posting the update here. Don't hesitate to get back if you need further assistance.

I'll be around if you all have any doubts!

[Oscense]

Hi, still experiencing the same issues with my son’s Fitbit ace. I’ve tried all the things that were suggested but the issue hasn’t been resolved. Where do I go from here? 

[bgill0827]

Hello,

I am having the exact same issue! My daughter only got to use her Fitbit for one month before this issue started.  I’ve tried everything in the thread with resets, charging and cleaning. 

[LiliyaFitbit]

It's great to see you around @Oscense! Welcome on board @bgill0827 , it's nice to see a new member around! I am sorry for the delayed response. 

@Oscense and @bgill0827 I appreciate all the efforts you've done trying to fix this. I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. Please keep an eye on your inbox. 

Feel free to reach out if you have any other questions. Keep on visiting the forums!

[nancep]

same here

Update:

same here.  My daughter is frustrated with me.  I am trying!  Her twin's ACE works and this is an issue that the other can't work properly

Moderator edit: merged replies

[LynnBin03]

Try charging it overnight. This seems to resolve the issue. I also have a
new phone charger and the plug for that seems to charge without the
exclamation mark appearing!

[LiliyaFitbit]

Welcome to the Fitbit Community @nancep! It's great to see you around @LynnBin03! 

@nancep I am sorry to hear about your daughter's frustration. Thank you for letting me know that the other Ace device is working fine. I appreciate your efforts to resolve this, have you tried to restart the device and to follow the tips provided by @LynnBin03 ?

@LynnBin03 thank you for the helpful tips and for sharing your solution! 

Let me know how it goes.

[Jlwhite33]

I’m having the same issue! The ACE has charged for several hours after cleaning and I’m still getting the exclamation point. My daughter hasn’t been able to use her ACE in weeks and she only got it a few months ago.

[JuanJoFitbit]

@Jlwhite33 I noticed that you joined our Fitbit Community recently. Welcome aboard! I'm happy to assist you with the exclamation mark that your daughter's Ace is displaying. By the way, thank you for charging and cleaning the contacts of the Ace before contacting our forums.

Please If you haven't done so, please restart your daughter's Fitbit Ace as advised in this help article. This will refresh the tracker internally. Once you've restarted the Ace, please charge it for 2-3 hours again and see if the exclamation mark disappears.

Keep me posted on the outcome! 😀

[KatAP]

We are having the same problem with my sons ace have tried all the recommendations but still we have exclamation mark. It is still syncing telling me battery is empty but it has been on charge for 24 hours! Any advice?

thanks

[JuanJoFitbit]

@KatAP Thank you for participating in our Fitbit Community! I'll be glad to assist you with the exclamation mark that your son's Ace is displaying. Thank you for trying the recommended troubleshooting steps.

I'd like you to try the troubleshooting steps that are listed in this help article. This article contains the restart process but you can skip it since you already tried it. If all the troubleshooting steps were already performed, let me know as well and I'll be happy to follow up.

Let me know how it goes! 😀

[sknapp88]

Hi there! I'm having the same issues with my son's Ace.  It has been plugged in since 6:40 this morning (now 6pm), doesn't have a charge.  I have switched charging ports, cleaned the pins several times, and restarted several times.  No change.  Where do we go from here? 

[Jlwhite33]

I called customer service and after only a minute or two on the phone, they are sending us a new one. It must be a widespread issues. 

[Oscense]

Could you tell me which number you call? As now also my daughter’s Fitbit (purple) has the same problem I thought the problem only affected blue Fitbit’s. 

Thanks

Ruth

[toolmantr]

My daughter’s Ace has just run into the same problem.  We have kept it on the charger for 24 hours, cleaned the contacts with alcohol, reset the unit many times with no success.  We too bought this for Christmas and now we are done 4 months out.  I’m hoping my son’s Ace doesn’t end up the same way.  

Any other things i can try or can this be replaced under warranty?

[Fit666]

Hi everyone,

My daughter’s blue fitbit ace is also showing the dreaded exclamation mark. We tried suggested troubleshooting but nothing works. Really disappointed as this was a Xmas gift and the one I really needed a lot of persuasion to buy... Is there anything else that can be done? Judging by the history of these posts, the problem has been going for a while so I hope that Fitbit has found a solution. Please advise, thanks 

[Jlwhite33]

I called customer support and they are sending us a new one. I was only on the phone for like 2 minutes. They must be hearing a lot of this.

[LiliyaFitbit]

Welcome to the forums @sknapp88 , @toolmantr and @Fit666 ! It's nice to see you around @Jlwhite33 and @Oscense . I am sorry for the delayed response. 

@Jlwhite33 I am glad to hear you've contacted Customer Support and you will receive a replacement. I appreciate your time and efforts. 

@Oscense I appreciate your efforts to resolve the issue your daughter is experiencing with her Fitbit Ace. Please use this link to check the options to contact Customer Support.  

@sknapp88 thank you for your troubleshooting efforts. Since the steps you tried didn't work, I've gone ahead and escalated your case to our Support team, for them to take a deeper look at this. Please keep an eye on your inbox. 

@toolmantr thank you for sharing the experience with your daughter’s Ace. I appreciate your efforts to resolve this and following the troubleshooting steps. I'll send your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon. You can take a look at this page for more information about the warranty policy.

@Fit666 I am sorry to hear how you feel about your daughter’s Ace showing an exclamation mark. I appreciate your feedback as we're constantly working on improving our devices and user experiences. I've shared your case with our Support team, they will continue assisting you on this matter. You will receive an email from them soon.

I'll be around if you need further assistance.