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

[MomofNandE]

Having the same problem here...installed the app on my daughter’s phone, connected the device to the app, did the software update and now the device won’t turn on, even after being fully charged. What’s up with this, Fitbit?  

[audreypawdrey]

I am having the same issue!  

[Sal86]

I'm having the same problem with my daughters ace 2. I cant seem to find this button your talking about in the charging cable? There are no buttons on the charging cable we received. 

[Jared2004]

My daughter's Ace 2 always locks up. I try restarting and it just vibrates but nothing happens. Randomly after doing stuff it turns on but I never know when. It has frozen up I would say twice a month since Xmas. I've spent more time trying to reset it than what the product cost. Not to mention the charging setup is ridiculous. The cord is shorter than short and the magnetic charging mechanism doesn't make sense. I would love to return this product and get something different. I should've just spent more $$ on a watch for her. This is my first Fitbit product and may be my last. I guess you get what you pay for.

[Sitansh]

I have the same issue. I bought the Ace 2 for my daughter just over a month ago, and now will not turn on at all. I have tried pressing the button for 5 secs, but all I get is a vibration, but nothing on the screen. Its not been on charge for over 48 hours. One disappointed child.

FitBit - it looks like you have some quality issues with this product. Can someone at FitBit take some ownership of the problem, as it seems not to be an isolates issue

[Julia_G]

Hi, @Sitansh , although Fitbit’s instructions say 5 secs, in practice it often needs a lot longer than this, especially if the battery has been allowed to die completely.

I would recommend plugging it in to a wall charger (and charger plug that will accept a USB and is UL/CE certified will do.  The charger that originslly came with your mobile phone is ideal..  Please make sue that both the socket and the plug are working, by testing with another device.

Once you are sure that the Fitbit has had a good two hours’ charge (whether or not it seems to be charging), perform the restart procedure again:

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.

But note:  instead of the recommended 5 secs, you may need to hold the button much longer - maybe 30 secs or even more.  And if it doesn’t work the first time, please try again.

My experience is that the long button press, can bring many Fitbits back to life.

Good luck, and let us know how it goes.  Welcome to the Forums!

[slstranzl]

Yes my daughters does this as well! It vibrates but shows nothing. And on her phone it shows it charged to 98 percent. It's frustrating..

[Chelsea2010]

Hi. .yes was very annoying .. 

Somehow its working i cant remember what i did tho.....a few days later she lost it.....Not Happy Jan!!!!!! 

[Nihtila]

Hi! Just bought, exactly same problem, do ALL have this problem? Can't connect to phone...

[louie_12895]

Thanks for this info. It actually worked on my daughter’s ace. 😊

[Craig-B]

Hi I have the same problem with my sons Ace2 tried all the procedures suggested. When I push the side button, the unit vibrates a little but nothing appears on the screen. I tried this at least 6 times now and still nothing, the unit is plugged into a working usb outlet and has been on charge now for a couple of days. Can you please advise. Thank you 

[AshleyC613]

I have done everything listed above to try and get my sons Fitbit ace2 to turn on. It has charged for 3+ hours. I have tried holding the button on the side for 3 seconds, several times. The cable and watch connectors are clean. He received this as a birthday gift May 4th and has hardly used it but is wanting to challenge his sister with hers and now we can’t get it to turn on. What do I do?

This should say 5 seconds not 3 seconds.

Moderator edit: merged reply

[EmLS]

Hello.  We have the same problem.  We bought a FitBit Ace 2 in January.  It wouldn't turn on after a couple of months, but the re-setting process worked.  It won't turn on again now.  We have tried re-setting, charging overnight and cleaning the connections, but it still won't turn on.  Can a moderator kindly escalate this to the support team?  I can't find a way to contact them other than using Twitter, and we don't have a Twitter account. Thanks.

[Julia_G]

Hi, @EmLS , I have flagged your post for moderator attention, amd someone should be along soon to help you.

[Mattgyver_it]

Man, I should have researched this kids tracker a lot more than I did apparently... I bought this Ace2 for my son a month and a half ago, and today it refuses to turn on. I've charged it for 3 hours so far, and it vibrates, but the screen is unresponsive. I pressed and held the button on the side for 10 seconds and while it vibrates, that's all it does. No screen response. It's an ace 2, so there's no button on the power cable. My phone doesn't recognize it in Bluetooth, and when I've plugged it in to both a Windows laptop and a MacBook, and it looks like it'll connect but it never completes successfully.

[DJThomas]

It works! Holding the button down for much longer than 5 seconds.

I had the same problem, but holding down the button on the Ace 2 for 23 seconds, I then saw the happy face on the watch...and then on my Daughter.

You are AWESOME!

[Julia_G]

@DJThomas , I am so glad that worked.  @AshleyC613 try a MUCH longer hold (up to 30 secs) as mentioned above.  That can sometimes fix it!

[atalb]

Hi,

tried all steps in this thread, not working either. 

appreciate a new one sent out please or a refund. 

thanks

adam

[princess11667]

Our grandsons new ace 2 Fitbit won’t turn on and his phone doesn’t recognize the device. He and we are so disappointed. 😞

[Kasiana]

Mine shows a thin white line