Fitbit Ace won't turn on

[KathPatt]

Hello, 

We just bought my daughter a Fitbit Ace for Christmas (it's all that she wanted) and she was more than thrilled to get it. Unfortunately, we are all quite disappointed now since it's not turning on. It was responsive when we first plugged it in and we were able to sync it for her, but whenever we removed it from the charger, it wasn't responsive. Now, it's not even responsive when it's on the charger. I have tried the restart option and get no response. We are hoping we can get this to work with your support so she can enjoy her much anticipated Christmas gift.

Thank you for your time!

[LiliyaFitbit]

Welcome to the Fitbit Community, @KathPatt.

I understand how you are feeling about this situation. Thank you for your efforts and the additional details. I've shared your post with our Support team and they've mentioned that you already have a case with them. I know they will be glad to help you out and provide a solution, please keep an eye on your inbox.

I'll be around if you have any questions. 

[Mafy]

Same issue 😞 Help...

[LiliyaFitbit]

Welcome to the Fitbit Community, @Mafy.

Thank you for joining the thread and sharing that you're experiencing the same issue with your device. I understand how you are feeling. I've shared your case with our Support team and they will continue assisting you on this matter. Please keep an eye on your inbox. 

Let me know if you have any questions.

[scottie-siu5]

I am also experiencing this with my child’s Ace Fitbit 

[LiliyaFitbit]

Welcome to the Fitbit Community, @scottie-siu5.

Thank you for joining the thread and sharing that you're experiencing the same issue with your child's tracker. I recommend following the troubleshooting instructions at Why isn't my Fitbit device's battery charging?

Let me know how it goes.

[scottie-siu5]

Hello,

I have tried all trouble shooting and tried multiple times to connect and disconnect. It doesn’t seem to connect to Bluetooth.

Sent from my iPhone

Moderator edit: personal info removed

[LiliyaFitbit]

Thank you for your reply, @scottie-siu5.

I appreciate your efforts and would like to confirm if you see anything on the tracker's screen? You can check the steps to sync the tracker at How do I sync Ace or Ace 2 with my device? 

Looking forward to hearing back from you.

[scottie-siu5]

Once I have set it up and disconnect it from the charging cable it doesn’t work.

Sent from my iPhone

[LiliyaFitbit]

Thank you for your response, @scottie-siu5.

I appreciate the additional details. 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 have any questions. 

[puenteerin]

I have the same exact problem. No response or illuminating at all.  Help!! 

[LiliyaFitbit]

Welcome to the Fitbit Community, @puenteerin.

Thank you for joining the thread and sharing that you're experiencing the same issue. I understand how you are feeling and would like to confirm if you've tried the following:

1. The troubleshooting instructions including a restart at Why isn't my Fitbit device's battery charging?
2. Change a clock face: How do I change the clock face on my Fitbit device?

Looking forward to hearing back from you.

[puenteerin]

Yes, i’ve tried everything. It pulsates when it’s connected to the charger. However when i’m setting it up, there is no illumination or back light. The screen does nothing. I’ve tried to hold the button to reset, and still nothing.

Moderator edit: personal info removed

[LiliyaFitbit]

Thank you for your reply, @puenteerin.

I appreciate your efforts. I went ahead and created a case for you, someone from our Support team will reach out soon.  Please keep an eye on your inbox. 

Let me know if you have any questions.

[AntjeR]

HI,

I'm having this issue also. I couldn't charge the device enough for it to stay on during the update process until I eventually left it plugged in. Now that the device is ON, the battery lasts for about half a day before it dies. Very disappointed daughter here. Is there anything that can be done?

[Tamaralopez]

I have the same problem. Once I disconect form de charger I cant make it work. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @AntjeR @Tamaralopez.

@AntjeR Thanks for the details shared in your post. I understand how you are feeling about this situation. I've gone ahead and escalated your case to our Support team, for them to take a deeper look at this. You should be getting a reply soon. 

@Tamaralopez I am sorry that you are having the same issue. I've shared your post with our Support team and they've mentioned that you already have a case with them. I know they will be glad to help you out and provide a solution, please keep an eye on your inbox.

I'll be around if you have any questions. 

[Holly346]

The same thing happens to me. I can't get fitbit ace to turn back on unless it's on charge have tried contacting but no luck 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Holly346.

Thank you for joining the thread and sharing that you're experiencing the same issue with your tracker. I would like to confirm if you've tried restarting the tracker by following the steps from this help article: How do I restart my Fitbit device?

Looking forward to hearing back from you.

[Holly346]

I have tried resetting it and nothings working