New Ace 2 Charger Problem

[Mikey-b]

Trying to charge the daughter's Christmas present, according to the instructions the charger would appear to affix magnetically to the back of the device but ours' will not stay located.  This seems to be further exacerbated by the ridiculously short (10cm) charging lead that came with it.

Has anyone else found the same?

TIA

[SilviaFitbit]

@Mikey-b Welcome to the Community. Thanks for letting me know that you're trying to charge your daughter's Ace 2. 

Your charging cable should attach magnetically to your tracker as you mentioned. I would like you to confirm you're doing this procedure: 

1. Plug the charging cable into the USB port on your computer or a UL-certified
USB wall charger.
2. Hold the other end of the charging cable near the port on the back of the
tracker until it attaches magnetically. Make sure the pins on the charging cable
align with the port on the back of your tracker.

I'll be around if you have any additional questions. 

[Mikey-b]

Hello, thanks for your reply. The charger will not magnetically hold with
any strength. There is the feel of a little magnetism there but not enough
to hold the pins in contact. As soon as you put the fitbit down the
connection breaks. This is made harder by the really short cable as you
have to effectively hang it from the socket rather than put on floor or
table

[SilviaFitbit]

@Mikey-b Thanks for getting back. 

Since your charging cable and Ace 2 isn't magnetically holding. I've shared your post with our Support team and they will continue assisting you through email. 

I'll be around if you have any additional questions. 

[Mikey-b]

thank you