Screen is not showing anything

[halloffame96]

Bought for a Christmas gift and up until now has worked fine. Was told by my son that the screen wouldnt light up, everything else works fine. Device is still syncing and vibrates when put on charger but the screen will not light up, I've also tried resetting it but nothing has worked.

[JuanJoFitbit]

@halloffame96 It's great to see you in our Fitbit Community! I'm sorry to hear that your son's Ace is not turning its display on even though you have restarted before contacting the Community.

I would like to know if you have tried tapping it twice on the display to see if it lights up. Also, let me know for how long have you left the Ace charging. This information will help me to determine how to proceed.

Looking forward to your response! 

[halloffame96]

We have tried tapping it multiple times. It's also been on the charger during the day, taken it off and tried overnight as well. I'm able to look on the app on my phone and everything is still tracking steps/active minutes and such. Also says its fully charged. Should I contact fitbit for a return or exchange? Thank you!


Sent via the Samsung Galaxy Note8, an AT&T 4G LTE smartphone

[JuanJoFitbit · Accepted solution]

@halloffame96 Thank you for getting back and providing more details! Since the issue persists, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution. You should receive an email from them soon.

Let me know if you have any doubts!