New Ace not holding charge, not tracking sleeping either

[TLHE]

My daughter was given a new Fitbit Ace for her birthday yesterday. So far I am not pleased. The app keeps crashing for one. Second she wore it all night to track her sleep, which did not record in the app. Thirdly, I try to arrange how she views the features on the Fitbit and although it syncs it doesn’t. It only displays the battery first, even when deselected. Lastly she had a full charge as of yesterday at 7 pm. Today at 8:30 am the battery drained and she had no use of the Fitbit all day. As a long time Fitbit user I am very disappointed with this product so far. Now I’ve called to have it replaced and they have none anywhere to replace it. My daughter will be terribly disappointed if we have to return it. Any suggestions?

Moderator edit: format

[Julia_G]

Hi, @TLHE, it looks like the Ace is on back order so a replacement would probably take a few weeks, which I know would be a disappointment for your daughter.

While you are waiting for replacement, you may actually be able to get your daughter's Ace working.

The first step is to restart the Ace.  Please try this 3 times, as a single restart does not always work.  You will know it has restarted if you feel a slight buzz and see the Fitbit logo.  After the restart plug it in to charge and give it a good 2 hours.  As you are a long time Fitbit user I am sure that you are aware of how to do this, but just in case here is a link to the how to charge help article.  It also gives some info on making sure it gets a full charge.

After the restarts and full charging, let your daughter wear it again and see how it goes.  Keep an eye on how long the battery lasts, etc.  You may want to make a note so that if yu need to call Customer Support again you will have full information for them.

I hope this helps.  Let us know.  Welcome to the forums!

[DramaQueenDiva]

I was also thinking you might want to turn off Notifications, Always Connected, and the All Day Sync options if you have these enabled on your daughter's Ace.  This may help extend the battery life.

[JuanJoFitbit]

@TLHE Welcome to our Fitbit Community! I'm sorry to hear that you Fitbit Ace battery is not lasting as long as it should and it's also experiencing syncing issues. I would like to follow up and would like to know if your daughter's Ace is still experiencing the same issues or if it's working properly after following the great and helpful troubleshooting steps that shared my friends @Julia_G and @DramaQueenDiva.

Looking forward to your response!