Setup not working

[Pamela3082]

I bought The ace 2 and have not been able to setup the device with my child’s tablet. I’ve tried it four or five times and followed the prompts about troubleshooting it and none of it has helped. It gets all the way to “downloading at 100%” then it goes to the update failed and doesn’t fully setup so it can be used !! It is very frustrating. I’m at a loss and don’t know what to do next. I’ve called the phone number help desk and Fitbit says my wait time is “10 minutes” and I’ve been on hold 38 minutes with no answer. I even tried the contact us via chat and “I was 1 in line and no one sent anything to help” so I gave That route up bc nothing ever happened. The website says to contact them when setup fails but how do I do it when they don’t answer. And there’s not a way to email them!! 

Very frustrated and feel like the money was wasted on a device no one can use. 

[DramaQueenDiva]

Hi @Pamela3082, I just checked the Support site and you are right: there is no email on the website.  I agree, it can be very frustrating.

With that in mind, what device are you attempting to set up the child's device on?

[Pamela3082]

On a iPad Pro tablet 

it’s the ace 2 device. I finally Got it to setup but it wouldn’t setup on his tablet. Only worked setting up on my iPhone X 

I dont understand why. 

Hopefully it continues to work...