New Ace 2 Fitbit won't turn on

[Iantho4]

Purchased a ACE 2 fitbit for my son yesterday. I have connected to the charger but the face never turned on. I have left it for an hour however nothing happened. I have also connected to a pc and tired the reset however that has also turned it on. I purchased this while away so I cannot return to the local store.

Moderator edit: format

[Julia_G]

Hi, @Iantho4, first, don’t worry!  Even though you are away from the store where you purchased, Fitbit can sort this out for you if necessary.

First, have you connected it via the usb charger to a wall socket?  That would be the best first steps for a Fitbit that seems to be completely dead, because a wall socket will give the best boost to a Fitbit that is completely dead.  As long as you use a charging plug that is UL / CE certified, it will be absolutely fine.  The charger that came with your phone, as long as it will accept a USB cable would be ideal.  Please do not plug it in to any replacement wall charger that is not UL/ CE certified, as that could damage the Fitbit and even pose a fire risk.

If you decide to plug it in to a computer, please be aware that in most cases the pc will not deliver charge unless it is awake and active for the whole charging period.

Give it 2 hour’s charge even if you see nothing on the screen and it doesn’t seem to be charging.

Once it has had a good two hour’s charge, either from a UL/CE wall charger or from an awake and active computer, then you should try the restart procedure.  Do this only after two hour’s charge:

While the Ace is still plugged in and charging (even if it doesn’t seem to be charging), please see these instructions from the manual: 

“Press the button on the charging cable 3 times within 8 seconds, briefly pausing between presses. The button is on the end of the charging cable that is plugged into the computer. 8 seconds after the first button press, the Fitbit logo appears on the tracker's display. This indicates that Ace restarted.”

(To get the press/ pause sequence right I recommend saying press/ pause press/ pause press/ pause.  And pressing with the word “press”... Saying the words seems to give just the right amount of pause time...)

Hopefully the Ace will wake up then and spring into action.  If it doesn’t, please do try the restart sequence twice more.  

If after two hours charge, and the restart procedure you still have no luck, do please post again, and a Moderator can move this forward for you.  Let us know how it goes, and welcome to the forums!

[JuanJoFitbit]

@Iantho4 welcome to our Fitbit Community! I'm happy to assist you with your son's Fitbit Ace 2 since it won't turn on. By the way, thank you for troubleshooting this issue before contacting our forums.

I'd like to know if the issue persists or if it got resolved after following the great troubleshooting steps that shared my friend @Julia_G.

In addition, I'd like you to try cleaning the contacts of the Ace 2 and charging cable with a cotton swab in order to remove any dust that the contacts may accumulate. After trying all these steps, charge your son's Ace 2 for 2-3 hours and see if it turns on.

Keep @Julia_G and me posted on the outcome! 

[Iantho4]

Hi
I have attempted the solution Julie supplied but the Fitbit has not turned
on. I will do as suggested here and try again.

[Julia_G]

Hi, @Iantho4 , thanks for confirming.  I have flagged this for Moderator attention and someone should be along soon to help you with the next steps.

[AlejandraFitbit]

Thanks for the update @Iantho4 and for the input @Julia_G.

Since the instructions provided didn't work, I've gone ahead and escalated your case to our support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

In the meantime, let me know if you need anything else. 

[Cabh]

I can’t get my Ace 2 to turn on either. All directions I find say to push the button on the charging cord but there is no button.  The Ace and Ace 2 have different chargers.  

[Julia_G]

Hi, @Cabh , the Ace 2 restarts differently - like the Inspire series.  Here are the instructions:

1. Plug the charging cable into the USB port on your computer or any 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. The pins on the charging cable must connect securely with the port.
3. Press and hold the button on your tracker for 5 seconds. 
4. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.

Sometimes you have to repeat this a couple of times, and so make sure first that the Ace 2 has had a good two hours charge (even if it doesn’t seem to be charging).

Good luck and us know how it goes!  Welcome to the forums!

[JuanJoFitbit]

@Cabh I'm sorry for the late response. However, let me welcome you to our Fitbit forums.

I would like to follow up and would like to know if your Ace 2 is still unable to turn on or if the issue persists. Also, I would like to know if you were able to restart it as advised @Julia_G.

As a side note, please follow the troubleshooting steps that are listed in this help article. This article contains the restart process but you can skip it and proceed with the rest if you already tried it.

Looking forward to your response! 😀

[Chelsea2010]

Hi....my daughter's fitbit ace2 still won't turn on....I have charged it....tried the pressing and holding the reset button for 5 seconds, it vibrates but no display.......

[JuanJoFitbit]

@Chelsea2010, thank you for joining us in this thread and our Fitbit Community. I'm sorry to hear that you daughter's Fitbit Ace display won't turn on even though you restarted and fully charged it before contacting our forums.

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 questions.

[Shoggo78]

Hi, I have exactly the same issue. Brand new Ace 2 won't turn ON. The fitbit is fully charged but it won't go past the Fitbit logo screen. I have attempted restart at least 10 times without effect. Please advise! 

[JuanJoFitbit]

@Shoggo78, I'm sorry for the late response. However, I would like to follow up on the issue that your Ace 2 is experiencing since it won't show anything but the Fitbit logo. By the way, thank you for trying a restart before contacting our forums.

Besides the Fitbit logo, does your Ace 2 show any other message?

In the meantime, let the battery drain completely, after this, charge your tracker for 2-3 hours and try setting it up from scratch and see if the issue gets fixed.

Let me know how it goes.

[SarahBey]

I just purchased an ace 2 for my daughter’s birthday and it is having the same issue...it won’t charge and won’t restart. This is very frustrating since it appears this is a major reoccurring issue that has not made for a happy birthday. Please help!!!

[CKace2]

 Same here Ace2 not turning ON, what a perfect way of spoiling my son’s birthday, regret I choose this as his gift option, send me few tips on how to cheer up my son now? atleast you should be good at this.

[Esoph]

Same issue.. 

Can't turn on and sync/pair with devices. I try with phone and tablet.

Disappointed, as it is a Xmas present for my daughter. 

[LeeroyO]

Happy Xmas Everyone

I am in the same situation as everyone else it seems.

My son got his watch this morning which he was more than excited to receive. 

At this point the watch was on and stated that I needed to go to fit bit set up screen to get things moving so I proceeded to plug the watch into my laptop and at this point I set up the watch and started an update (stated I needed 50% battery to carry this out so waited till I got to this point).

The update got 3 quarters of the way through and then the watch just turned off and it no longer responds to either charging of pressing the reset button as pointed out above.

Can anyone advise me how to get round this?

[Smila12]

Literally having the exact same issue. I have tried all of the advice as above but nothing seems to be working. 

I hope someone can help, I have a very disappointed daughter at the moment. 

[Mikethebike999]

Same boat here, Christmas morning, I bought Fitbit owing to quality.. please advise how to resolve..

[ACairnsy]

I'm having the same issues. The fitbit Ace 2 wont switch on and shows a white line on the screen. I have followed the advice here and the device has been on charge since 8.30am this morning (now just after 12pm) I have held the button down but nothing happens. I connected via the app to input the pin number that's displayed but the device wont update as it says the device is under 50% charge. I have installed the app on 2 phones to see if this would help but it does not. Any advice how to fix this or it will unfortunately have to go back for replacement.