My child Fitbit Ace 3 suddenly went blank

[Irenearango]

My child Fitbit ace 3 suddenly went black with 20% battery left and doesn’t charge. Have tried various ports on wall and external power banks. Have also tried restarting it by holding both sides and no luck 😞 

It’s under 12 months old and very much loved. Any help please? 

Moderator Edit: Clarified subject.

[AndreaFitbit]

Welcome to the Fitbit Community, @Irenearango. I'm sorry to hear that your child Fitbit Ace 3 suddenly went black and doesn't charge. I'll be happy to assist. 

• Could you please clean the charging contacts on the back of your device and the pins on your charging cable using the instructions in How do I clean my Fitbit device?
• Make sure you use the charging cable that came with your device, as most cables aren't compatible with other devices.
• Does your child wear the device all the time or left some time without using it?

[Irenearango]

Hello, we have tried following all the instructions, cleaned the pins and tried chaeging it in different plugs (always the original charger) and every other tip we could find, but the screen is still blank. My child used it almost all the time except for bath time and charging time.

[AndreaFitbit]

Thanks for getting back to us and for following the advised troubleshooting steps @Irenearango. I appreciate your efforts. Our Team will be more than happy to have a closer look at this. 

Please fill up this form with all the needed information. Our Team will reach back to you afterwards.