Kids Ace won’t charge

[Cheresa]

Good morning. We bought an Ace for my son for Christmas. While we were on vacation we forgot the charger and the battery went low. When we returned home, we attempted to charge and after 12 hours of being plugged into the wall outlet, it will not charge. What should I do?

[Julia_G]

Hi, @Cheresa , often folks think their Fitbit is not charging when in fact the problem is that it has become non responsive.  This can happen particularly if the battery has died completely.

If you are sure that you have plugged it in to a working power supply (it's worth checking with another device just to make sure) then you shouod try the restart procedure.

For the Ace this means attaching it to the charger and plugging it in (even if it does not seem to be charging) and while it is still plugged in, press the button 3 times, with a brief pause between presses.

I suggest pressing, and then saying aloud the number as in

Press, say "one"

Press, say "two"

Press, say "three"

Pausing just long enough to say the word (but no longer) should give the right rhythm for the restart.

Yu may need to try this several times, but hopefully once the Fitbit restarts it will spring back to life.

Please let us know how this goes and if it works for you.  Welcome to the forums!

[JuanJoFitbit]

@Cheresa Welcome to our Fitbit Community! I'll be happy to assist you with the charging issues that your son's Ace is experiencing.

I'd just like to follow up and would like to know if the issue persists or if the Ace got back to life after restarting it as recommended my friend @Julia_G.

Looking forward to your response! 😀 

[Cheresa]

Thanks for the info. However it still did not work. The device shows no sign of activity. Is it still under warranty? It was bought in December?

Sent from my iPhone

[Julia_G]

@Cheresa , I am really sorry that none of the troubleshooting steps worked for you.  As there is already a Moderator involved in your case he will be getting in touch with Customer Support for you so that you can get your youngster stepping again.

[JuanJoFitbit]

@Cheresa Thank you for getting back! Before I proceed accordingly, I'd like you to try the troubleshooting steps that are shared in this help article. It contains the restart process but you can skip this step since you already tried it before.

Thank you for your help my friend @Julia_G! 

Keep me posted on the outcome! 😀

[Cheresa]

Thank you for your continued response. The Ace Fitbit still won’t restart, turn on, etc after completing all the troubleshooting steps including cleaning, verifying the wall power, restarting, making sure pins are engaged, and verifying there is no damage. 

[JuanJoFitbit]

@Cheresa Thank you for getting back and trying the recommended troubleshooting steps. Since the issue persists, I'll send your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

Let me know if you have any doubts! 😀