Replacing lost Ace with a new one

[eihabmh]

My daughter's Ace got lost and I bought I new one. How can I add the new Ace without losing the date from the old one?

Moderator edit: updated subject for clarity

[Odyssey13]

Hello and welcome to the forums @eihabmh

Follow the directions for adding a replacement tracker to an account - click to read

We're here if you need us.

[eihabmh]

Thanks but I still can't find the solution of replacing the old Ace with the new one without completely deleting the kid's profile.

[Odyssey13]

I'll ask a moderator to come and help you out. They will know just the trick to get things going for you.

[Yvettebougounea]

WYd 

[MarreFitbit · Accepted solution]

Welcome on board @eihabmh! Sorry to hear about the lost tracker. The good news is that you're adding a new Ace! 

If you’re replacing one device with another of the same model, you’ll be asked to confirm the replacement. For instructions on how to remove a Fitbit device from your account, see How do I remove a Fitbit device from my account?

1. From the Fitbit app dashboard, tap or click the Account icon.
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

For more information about setting up Fitbit Ace, see How do I set up Fitbit Ace?

Thanks for your help @Odyssey13! 

Hey there @Yvettebougounea, thanks for jumping in here! Do you have the same inquiry? If so, please try the steps I've shared above. 

Hope this helps, let me now how it goes! 

[whammo18]

I have a new ace to set up for my son.  I don't want to set an ace under me, I want it to replace the one on his child account.  If I add it as a new device it links it to me and not his child account. he has his own username. This needs to be more explicit.  Make a video please.

@MarreFitbit 

To set up my child's replacement Ace 1 under their same account I needed to go to their Child View. Then Add device and then it asked if I wanted to do a replacement device. I confirmed. Then went through the on screen prompts for the new device.  I had initially created an account as a child account to my account so my son had two accounts (he's going to be pissed if he lost his data). And then it suddenly was appearing as a Child Account in His child account so somehow he became a Dad and I became a Grandpa.  He's 9 by the way and is not fit to be a dad yet   

I see him tomorrow and hopefully it will be working as expected.  The directions need to be more straight forward with a video or screenshots walk through.  The FAQs for Ace are lacking and there is now focus on Ace 2.

I have to say the replacement process was pretty slick but there could have been some better in-box directions about getting the replacement device set up. I should have to do a lot of work having already been inconvenienced by replacing the device.  I apparently have an escalation in if you want to look into my case.

@eihabmh Might want to change your word from date (sic) to data as I think they got confused that you wanted to resume syncing on new device and not setting up a new account on the new device. IT's for your daughter after all and not a second device for you.

@Odyssey13  You need to go into the Child View first before adding device. If you go to parent account and add new device you'll create confusion and issues.

@eihabmh wrote:

Thanks but I still can't find the solution of replacing the old Ace with the new one without completely deleting the kid's profile.

1. On your phone Click Profile Card in upper right.
2. Click My Family
3. Click your child's name from Children
4. Click Switch to Kid View
5. Click Profile Card in upper right to go to Child's account
6. Click Set up a Device
7. Click Ace - For kids!
8. Click Replace your Fitbit Ace
9. Follow on screen instructions to complete setup

[MarreFitbit]

Hello @whammo18! Glad to hear you were able to set up your son's Ace. Thank you for the thorough feedback for the Fitbit devices. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

 For anything else you would like to see implemented in the future, consider visiting our Feature Suggestions board. This is a space where Community users can post features, ideas, and suggestions that they'd like to see in future Fitbit products, accessories, and software and top-voted suggestions get relayed to our product team for review. 

We're constantly striving to improve Fitbit products and services, and we very much appreciate all of the input we receive from our customers. 

Our product team looks forward to reading and incorporating your suggestions into future versions of Fitbit trackers and apps. 

Let me know if there's anything else I may assist you with.