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!

[MS1979]

HI, my daughter's fitbit is also showing the dreaded excamation mark.  Happened a few months ago and somehow i got it back to life, but this time nothing is working - tried all the fixes on the post.

has anyone managed to get it fixed???????

[Mangi13]

Hi there! 

True and valid Defect for Fitbit SW and HW department.........Like the other 200+ people who complained here about this issue, my daughter's fitbit has the same exact issue. We spent time reading every single comments to find something that will be useful for us but beside resetting three time which didn't help us, we didn't find anything. 

Beside all the signs....battery not being charged fully, exclamation, V37.. number, the date shows it is one week behind too. 

@Customer Service:

This is valid defect on fitbit side. Severity is more critical and more than just reset works for all the scenarios. This is something that Fitbit should be on top of it when so many complains are registered for it. Who do we need to contact and what is the next step?

[JessLB]

I was probably one of the few that has been able to get my child’s Fitbit back from the exclamation point multiple times after he has let the battery die. I put the charging cable into my USB 5W phone power adapter that plugs into an electrical outlet, instead of plugging the cable directly into a usb charging port. Just wanted to share, just in case it can help someone.

[LiliyaFitbit]

Welcome to the Fitbit Community, @MS1979 @Mangi13. It's nice to see you around, @JessLB. I am sorry for the delayed response.

@MS1979 thank you for joining the thread and sharing that you're experiencing the same issue with your daughter's tracker. I appreciate your troubleshooting efforts. Upon checking with our Support team, I was told that you have already contacted them. I know they will be glad to help you out and provide you a solution, please keep working with them.

@Mangi13 I appreciate your participation in the Forums and sharing the details of the issue with your daughter's device. Thank you for taking the time to troubleshooting this issue and provide your feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome. Since the steps you tried didn't work, I've gone ahead and escalated your case to our Support team, for them to assist you further. Please keep an eye on your inbox.

@JessLB thank you for sharing your solution. I really appreciate your efforts to help other users. 

Let me know if you have any questions.

[Jessicafox]

Hi i brought this for my daughter birthday about a month ago and she recieved it on the 30.09.19 since having it I have never been able to update firmware and now tonight after only the second charger ever it now have the exclamation symbol on it and won't do anything it's been chargering for a few hours now and I have tired all the troubleshoot things use have provided and still nothing, all she wanted for her bday was her fitbit ace when she wakes up she will be completely devastated to find out that after only 4 days she can no longer use it. 

[LiliyaFitbit · Accepted solution]

Welcome to the Fitbit Community, @Jessicafox.

I appreciate your participation in the Forums and sharing the details of the issue with the Fitbit Ace tracker you bought for your daughter. Thank you for your troubleshooting efforts, I totally understand how you are feeling. I would like to confirm if these are the steps you tried in order to resolve the issue: Why can't I update my Fitbit device? and Why isn't my Fitbit device's battery charging? The articles shared may contains steps that you already tried but you can skip them and proceed with the rest.

If the issue persists, please let me know. I will be glad to assist you further. 

Looking forward to your response. 

[Baden-10]

Our Ace had been going great until this week, it went flat we put it on charge last night and nothing happened(it usally vibrates once connected).

I tried the 30min charge reset and that has not worked.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Baden-10. I am sorry for the delayed response.

Thank you for joining the thread and sharing the details of the issue with your Ace. I appreciate your troubleshooting efforts and would like to confirm if you've tried the complete instructions from this help article: Why isn't my Fitbit device's battery charging? 

Let me know how it goes. 

[Baden-10]

Hi there,

We tried everything yesterday to get it going different computers,different wall sockets for about an hr or 2 each, and we still couldn't get it to work, its been plugged in to my laptop all morning at work as well.

Regards

Moderator edit: personal info removed

[LiliyaFitbit]

Hi @Baden-10, thank you for your reply.

I appreciate your efforts. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

I'll be around if you need further assistance. 

[Baden-10]

Thank you

Regards

Moderator edit: personal info removed

[LiliyaFitbit]

It's nice to see you around, @Baden-10.

I appreciate your feedback. I am sure our Support team will do their best to help you. 

Feel free to explore the discussions forums to Share Your Story, Get Fitter, Find Fitbit Friends, Sharing Recipes and much more.

Let me know if you have any questions.

[Lbj80]

Hello,

Same ! problem happened to my son's as everyone on here, I read through and did the reset, cleaning, etc....can a support ticket be opened for me as well? ☹️ Thank you...

[JuanJoFitbit]

@Lbj80 thank you for joining us in this thread and our Fitbit Community. Since your son's Fitbit Ace is also experiencing the same issue, even though you have tried the recommended troubleshooting steps, I'll send your case to our Support department and they'll be happy to follow up and assist you accordingly.

I'll be around if any question arises.

[Madmaxnixon43]

so has anyone actually sorted this issue? Have exact same problem and tried every step in these 9 pages but cannot even get it to reset, charge or turn on, just shows ! Inside battery

whats the fix???

cheers

[Lbj80]

They reached out and sent a replacement as it was less than a year! Great
customer service

[Madmaxnixon43]

Oh wow that’s great that they replaced it but disappointing all these devices. Our one is only 5months old and sounds like it is not fix able then. 
Can customer service please contact me to resolve?

cheers

[wazh]

My sons fitbit Ace is showing the same exclamation mark problem. v37.1.1 of firmware. Could I please get a support case opened as well?

Many Thanks

[LiliyaFitbit]

Welcome to the Fitbit Community, @Madmaxnixon43 @wazh. Thank you for your reply, @Lbj80. 

@Lbj80 I am glad to hear that you had a great experience with our Support team and received a replacement. Thank you for sharing your feedback as it's really important to us.

@Madmaxnixon43 thank you for joining the thread and sharing that you're experiencing the same issue. I totally understand how you are feeling and appreciate your troubleshooting efforts. Upon checking with our Support team, I was told that you have already contacted them. I know they will be glad to help you out and provide a solution, please keep working with them. 

@wazh I appreciate your efforts to resolve the issue with your son's tracker. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

Let me know if you have any questions.

[PJ672]

Spoiler

Hi Fit Bit Team - I would love some advice for my son's Fitbit ace.  I have tried everything on the help page - cleaned both the fit bit and the charging points, used different power sources and usb plugs, left the device charging for three hours and I still have the  battery symbol w/ exclamation.  I cannot download new firmware as the device wont charge to do so.  Very frustrating.  The device is less than a year old and we are constantly plagued by issues with this Fitbit - Many thanks