Fitbit Ace keeps switching off

[Lara.B]

Bought our daughter a Fitbit Ace for Xmas. Set it up yesterday evening and everything fine. All fully charged. Keeps turning itself off and wont come back on with tapping on screen. Showing on app as fully charged and when its plugged into charger comes back on but charge is still full. Done this three times today.

Moderator edit: updated label

[Jrdubyakc]

@Lara.B Have you tried to restart the Ace yet? If not, here are the steps:

Press the button on the charging cable 3 times within 8 seconds, briefly pausing between presses. The button is on the end of the charging cable that is plugged into the computer. 8 seconds after the first button press, the logo appears on the tracker's display. 

[Lara.B]

Thanks, thats what Fitbit suggested. I tried that, it worked, I got the logo, but half an hour after wearing it, it went off again!! 

[Ogien]

I have the exact problem with my kids Ace, is it faulty?  Should I be returning it?  It is supposed to turn back on after 3 taps but it stays sleeping until you plug it back in, very annoying.

[MartinDag]

Exact same problem with brand new Ace. Keeps shutting down even though it's charged. Only way to wake it is to plug it. Tried rebooting several times and the problem just comes back. Checked firmware - it is up to date. 

This needs to be addressed as the device is almost unusable as is right now.

[Lara.B]

Ours is exactly the same -must be a common problem. We're taking it back to the shop for exchange. I emailed fitbit support and they only gave me the reset button option. 

[Tubiama]

Having the same issue with my daughter’s ace. Turns off after a few hours and only turns back on when plugged into the charger even though battery shows full charge.  Tried resetting it, but keeps happening. 

[Lara.B]

We’ve just been to shop and exchanged ours! They didn’t seem too surprised when I explained problem.

fingers crossed Fitbit a number two works!! 

[MartinDag]

We had to exchange ours also because of this finally. Hoping the new one will be ok.

[JuanJoFitbit]

@MartinDag It's great to see you in our Fitbit Community! I'm sorry for the late response. However I would like to follow up and would like to know if your new Ace is working properly.

As a side note, I'd like to share the Ace manual so you can check all its features and get the most out of it.

Looking forward to your response! 

[Bahamianshaolin]

Hello. Has there been a solution found for this. My daughter's Ace has the same issue

[LiliyaFitbit]

Welcome to the Fitbit Community, @Bahamianshaolin.

Thank you for joining the thread and sharing that you're experiencing the same issue. I recommend restarting the tracker by following the steps in How do I restart my Fitbit device? If the issue still persists after that, please get in touch with our Support team so they can look deeper into the issue and help you with this matter. Click here to get connected with them via chat or phone.

See you around.

[MidnightS]

Does this to me when i get my goal Thinking about returning it.

I don't know But the warrenty might be useless cause I've had my ace since 2019.

Moderator edit: merged reply

[LiliyaFitbit]

Thank you for your reply, @MidnightS.

I appreciate the additional details. I understand your concern and recommend getting in touch with our Support team so they can evaluate your tracker's behavior and help you with this matter. Click here to get connected with them via chat or phone. You can take a look at this page for more information about the warranty policy.

See you around.

[annflam]

Good morning, 

same problem here. I already did the restarting step. Still not working. 

I’ve been trying to chat in the Help section but it doesn’t work either…

What should I do?

[Ace2019]

It's so unfortunate that these devices are built to last until the warranty period, after that it's useless.  Support team wasn't able to troubleshoot further after following all the suggested options.  The Ace only works when it is plugged into the charger, once it is off, the device will not turn on. Also, the Clock Face setting on the App is a blank page (previously had many options to change clock face) - I asked if it's related to the blank face on the device, Support wasn't able to confirm.  Seems this is a common issue for the Ace device after a period of usage.  Since mine is out of warranty now I will not purchase a replacement.       

[Jrob8]

I have the same problem with my brand new Ace. It only wakes up in the charger. I was instructed by Fitbit support to reset and then my issue was moved to a higher up. I was contacted but was ultimately told that because I didn’t purchase my brand new, in the sealed box with the Fitbit UPC on it from their authorized vendors that they will do nothing about it. Too bad for me. 
It is clear that this is an issue with this device but Fitbit does not want to take ownership of its shortcomings. They instead offer you a discount to buy more of what appear to be often faulty products where they can hide behind their limited warranties. 
I also noticed that you cannot write a review of Fitbit in their website. Interesting. If you go to 3rd party reviewers you will see just how poor their product lines tend to be and how bad the customer service is rated. 
Fitbit - It is time to stand behind your products and take pride in what you produce. If it doesn’t work, make amends. Your company won’t continue to last if you make enough people angry. 

[Sins_Pak]

Does anybody have case numbers for reference? I'm getting ready to call support with crossed fingers...