Fitbit Ace not working off charger

[Shannao]

My sons Fitbit Ace, purchased in July, is now not working off the charger. I tried the reset 3 times. Any other suggestions?

Moderator edit: format

[Jrdubyakc]

@Shannao Did you check to make sure you got it fully charged?  Sometimes my son’s slightly shifts in the charger and it doesn’t get a full (or any) charge. 

[Shannao]

Hi yes it is fully charged and was previously working with no problems.

[Jrdubyakc]

@Shannao Have you tried a restart?

Ace Restart: 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 Fitbit logo appears on the tracker's display. 

[Shannao]

Yes I tried this as well and this didn’t work either unfortunately 

[Jrdubyakc]

Darn. Sounds like it’s time to contact Customer Service. 

[DramaQueenDiva]

Have you tried cleaning the contacts on the Ace and charger?  Sometimes when I charge my devices and I find that they're not charging, this helps clear the connection between the two.

[JuanJoFitbit]

@Shannao Thank you for participating in our Fitbit Community! Thank you also for trying the troubleshooting steps that mentioned @Jrdubyakc. I'd like you to try the workaround that shared @DramaQueenDiva. This is also helpful since the contacts of your tracker may accumulate dust sometimes and this doesn't permit the tracker to get a full charge or to charge properly.

Let us know if this does the trick and we'll be happy to follow up!