Fitbit Ace stuck with battery symbol on screen

[silvahoo]

Hi, we bought my son a fitbit for xmas, and he has been enjoying the product. This morning however it seemed to be out of charge, so we put it on charge and left for work/school and came back and the screen is stuck with a battery symbol, and nothing works. I have tried to reset the device like a hundred times, and does not respond. It vibrates but screen does not change. Tried cleaning the points, and removed the device from the app disabled bluetooth and tried to the setup again. Nothing is working. 

Seems this should be replaced - just wanted to check there was no other magic I could attempt here?

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@silvahoo Welcome to our Fitbit Community! I'm sorry to hear that your son's Ace is stuck with the battery symbol. Thank you for taking the time to troubleshoot this issue before contacting our forums.

Since the issue persists, let me go ahead and forward your case to our support team so they can investigate further and provide a solution. You should receive an email from them soon.

Let me know if you have any doubts! 

[Mteichman]

I am having the exact same issue. The device will not restart. We have tried everything. It was stuck on a firmware update for 3 hrs and then we were finally able to restart. Now it is stuck on the battery symbol. This watch is brand new and the only thing our kid wanted for Christmas..

[JuanJoFitbit]

@Mteichman, thank you for joining us in this thread and our Fitbit Community. By the way, I'm sorry for the late response. However, I would like to follow up on the issue that your Ace is experiencing since it got stuck on the battery symbol. I appreciate the time spent trying to get this issue resolved.

In order to avoid providing the same information and avoid any confusion on my end, please let me know what troubleshooting steps you have tried.

Looking forward to your response.