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!

[Oscense]

I’ve done all that already as I said before. It was my son’s Fitbit that we were experiencing problems with and now it my daughter’s too. 

Please escalate this up as I have two very upset children  because of this. 

thanks

ruth

[mumma3]

It looks as though I am the next to join the ever growing list with the same complaint. 

My daughter has only had this tracker for 2 weeks. This will be her second one. The first didn’t charge from the get go after taking it out of the box. 

[LiliyaFitbit]

Hi @Oscense , thank you for posting the update here. Welcome to the forums @mumma3 ! I am sorry for the late response. 

@Oscense Thank you for letting me know that your daughter is also having issue with her Ace. I've shared your post with our Support team and they've mentioned that you already have a case with them. They will be in contact with you shortly, please keep an eye on your inbox.

@mumma3 thank you for sharing your experience with your daughter's Ace tracker. I recommend to try the troubleshooting steps including restart from this help article: Why isn't my battery charging on my Fitbit device?

Please keep me posted.

[fitzjack]

Ok, I am back.  I posted this same issue a few months back, but it seemed to correct.  But now the exclamation point is back, and I cannot get rid of it, after trying all the troubleshooting you suggested previously.  We purchased this through Best Buy.  Can you please start a customer support ticket for me?  Thanks

Moderator edit: personal info removed

[LiliyaFitbit]

Hello @fitzjack ! It's nice to see you around!

Thank you for sharing your experience with Fitbit Ace showing an exclamation point. I appreciate your efforts to resolve this and thank you for providing the purchase details. 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 for further instructions.

I'll be around if you need further assistance.

[Rickiejo33]

I wasn’t sure how to make my own post but I am having similar problems with my daughter’s Ace. She hasn’t had it on in the past week or so and was looking forward to wearing it on her class field trip tomorrow- hoping I can try some of the tips above to fix it before morning 

[JuanJoFitbit]

@Rickiejo33 Welcome to our Fitbit Community! I would like to follow up on the exclamation mark issue that your daughter's Ace is experiencing and would like to know if the issue got resolved after trying the troubleshooting steps shared above.

Looking forward to your response! 

[SRJR]

I’m experiencing the same problem as well.

I’ve cleaned the contacts, “reset” and charged for 3 days and the issue is still not resolved.

Considering the number of people reporting this issue, clearly the Ace has hardware or software issues and is not fit for purpose. Also, not having the capability to reset these devices, IMO, is a design flaw.

For the people who have had cases opened, how were your issues resolved in the end?

[JuanJoFitbit]

@SRJR Thank you for joining us in this thread! Thank you also for trying the recommended troubleshooting steps shared above.

Since the issue persists, 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! 

[Csavakinas]

Hello,

My daughters fitbit ace just started showing the battery with the exclamation point.  We followed the troubleshooting steps and got it to work. Now, it happened again. Tried reset, cleaning connection, direct usb. Sounds like this is an issue with the Fitbit. I purchased this from Target and it was a Christmas gift. I hate to say my daughter had a Garmin vivofit jr prior to this and we had absolutely no issues at all.  Sorry I made the switch!

[JuanJoFitbit]

@Csavakinas Thank you for participating in our Fitbit Community! I'm happy to assist you with the exclamation mark that your daughter's Fitbit Ace is displaying. By the way, thank you for troubleshooting this issue before contacting our forums.

Due to this, I'll forward your case to our Customer Service department. They will contact you via email soon in order to follow up.

I'll be around if you have any question! 

[fnq_megs]

I have done all the troubleshooting as suggested but I still have the exclamation mark. Can you please get support to look

into my ace as well please 

[JuanJoFitbit]

@fnq_megs thank you for joining us in this thread and our Fitbit Community! Since you already tried the recommended troubleshooting steps and the exclamation is still showing, your case has been forwarded to our Customer Support department so they can review it and assist you accordingly.

See you around! 

[Oscense]

Hi, we received two replacement fitbits about 2 months ago and they've started to show the exclamation mark every time the battery runs out . Nothing will make the exclamation mark to go away (we've tried to reset them pressing the button on the charger) but to leave the fitbit charging for over 24h... This is obviously a fault on the model. Please advise how to proceed to return both fitbits and get a refund. 

Regards

ruth

[jeffhouse]

My daughter has had her Ace for 2 months now.  We're having the same problem and the steps suggested haven't fixed it.

What is the customer support number to call to get it replaced?

Thanks.

[Sands87]

I bought my daughter her fitbit Ace from Amazon in February of this year. Just having it a few short months ive had this happen twice. Fitbit sent me a replacement and now that one is showing the battery with the exclamation point. Ive gone through all troubleshooting and nothing is working. Is there anyway to get a refund instead?

[SunsetRunner]

Unfortunately I have to add my daughter’s Fitbit Ace to the growing list of devices that will no longer charge. Ours is not quite a month old. I’ve tried all the troubleshooting suggested in this thread with no luck. 

Please open a ticket for us. 

[3littlefishers]

Have you tried charging them on a laptop usb point? That's the only thing
that worked for us.
--

Moderator edit: personal info removed

[Oscense]

We haven't tried that but even if that works, the product is faulty, they can't expect us to carry a laptop around to charge the fitbit. And it can't take 24h to charge!! It's not what we signed for when we bought the product...

I still prefer a refund, so please advise how to proceed.

[latemom2000]

My son's device has the exclamation symbol and we have tried all steps.  Please add us to the list of customers who have a non-functioning ACE kids that is less than ONE year old!  Really disappointed in this product right now!