Sleep duration not showing on Ace 2

[Edmond]

Hi all,

when i swipe my kid's ACE 2, all the stats are fine except the last one about sleep duration, it's not showing anything and it's in grey colour. However, if I sync the device, I could see the sleep stats, and then the sleep duration will appear back in the screen of the device. It happened for a few days already. I remember the first day the child wearing it, it's automatically showing up in the screen.

I tried to restart the ACE2 but it's still the same. Any advice? Thanks. 

Moderator Edit: Clarified subject

[NicoleS85]

I bought 2 Fitbit Ace 2s for my daughters for Christmas.  One works fine, the other doesn't display any sleep tab on the device itself.it does monitor it on the app but this is no good to a 6 year old who's sister can check hers on her device. Is there any solution?

[Andreamz]

This same issue is happening to my daughter's fit bit we just purchased over Christmas. Is fit bit finding a solution? 

[Edmond]

No, not at all.

[areis]

I think we should all click on "Affects me too" in the very first post on this forum (besides calling tech support).

[Emskins]

Same thing happening on my daughters Ace 2 that was a Christmas present. After numerous online support chats and on the phone support I was informed that this function does not and will not be working any time soon on the Ace 2.

To say I am disappointed is an understatement. I am also frustrated by the amount of time I wasted with Fitbit trying to get my daughters device to show her sleep hours is appalling; why did they lead me along with ridiculous 'fixes' when it was never going to work? I literally wasted hours.

The most important thing here is the gift we got our daughter does not function as expected and we are left managing our daughters disappoinment in her device with no support from Fitbit.

Why do some ace 2 seem to show it and others don't? My daughters device showed it one night after changing the clock face and never again. Very suspicious.

[Twinkle_Toes_13]

My little girls got the same issue. Doesn’t seem like there’s much point in contacting Fitbit after reading all the threads. ☹️

[Addie1]

We are having the exact same issue! Tried restarting, changing faces, playing around with everything in the app. I see sleep in the app but it’s greyed out on my daughters watch. It’s so disappointing to hear this is a product failure and not being addressed. 

[Andreamz]

Hi friends,

So I think I may have found a temporary solution. If a sleep goal is set within the app then my daughter is able to see her sleep duration on the fit bit itself. It turned grey after about 2 weeks so I reset the sleep goal once again and it seems to have fixed the watch again. 

Not sure if it was fluke but perhaps give it a try!

[kristyn333]

Hello,

I am having this issue as well with my daughter's fitbit ace2 since she got it at Christmas.  We have done all the steps provided in the forums for help.  Restarting, looser on the wrist, changing the watch face.... nothing is working.  Her sleep shows in the fitbit app on my phone, but it greyed out on the watch.

[Baldeagle1999]

Is it me or does Fitbit have the most inattentive support of any large Product company out there... having the same issue with my kids new Ace 2 and constantly seeing silly answers from support. Hope I find a fix in my continued search (beyond just restarting) .. and hope yours is resolved

[Twinkle_Toes_13]

Hi.
Since posting I have purchase another Ace 2 for my other daughter. She wanted one like her sister. The sleep issue is exactly the same, as in its greyed out. This is so frustrating as these item aren’t cheap. I have to say I would not have bought another if it were not for the insistence of my little girl. It’s a shame thy Garmin don’t do a girly non Disney kids tracker. As all our Garmin devices don’t miss a beat. Come on Fit Bit sort it out!!!

Sent from my iPhone

[Warren2]

JuanJoFitbit. Is there any more news on a fix for this. There are a lot of people wanting to know.

[lahess]

Same problem: Bought two for my kids and sleep is greyed out and not working. This is disappointing: We just bought them. Also the switching between views is multi-steps and confusing. I’m regretting this purchase. 

[Mackontrack]

Fitbit sent me out a replacement, assuring me that it would be fine.

Unfortunately it wasn’t. The problem persists.

Having said that, after a month, my child was completely disinterested and hasn’t worn it since.

[Twinkle_Toes_13]

That’s good and bad on Fit bit. I’ve tried getting a replacement as I am sure it would have he same issues given the number of people having the save problems. Is it just me or is the APP just as annoying? My girls still love wearing them, we just forget the whole sleep tracking thing. It’s a shame but there seems to be no fix coming!!

Sent from my iPhone

[Pandaperson365]

My child's sleep duration is not showing what so ever I look at the stats and all I see is steps hourly steps and minutes of activity

[Twinkle_Toes_13]

Hi. I still have the same issues with my girls Ace2s. They are now undiscoverable on the app even after resets. The app is really clunky too. I wont be buying a Fitbit product again. I am still unsure why FitBit don’t contact the people who have issues and posting on this chat to try and help sort things out. It can only be that they know there are no fixes and the product is not fit for purpose.

Sent from my iPhone

[davidlightsa]

So I have this issue on two Ace 2’s and was able to resolve it by changing the watch face to the growing flower pot. It seems this is the only face that correctly displays the sleep data on the watch instead of a greyed out display. As with others, I can see the sleep data on my phone irrespective of what the watch is showing. 

Anyway, I can’t believe how poor the Fitbit support is and definitely wouldn’t buy Fitbit devices again. Such a shame Apple doesn’t do a kids version of their watch. 

Hope this helps some of you having this problem. 

[ChookMum]

Thanks, I will give this a try. 

I agree, Fitbit support has been appalling. I can't believe they continue to sell the device with this known issue. I also have a Fitbit versa 2 for myself and have countless issues with it syncing and inconsistencies with it displaying messages. I would not ever buy a Fitbit device again. 

[YummyCarrots]

I have 2 of these devices. One bought in December used to show sleep time on the device in the morning, for about 2 months, and then suddenly stopped. New one bought last week doesn't. They both now show a grey moon. If I sync the devices, the sleep time then does show up and the moon goes white.

I have spent 40 minutes in online chat with Fitbit - no solution. Tells me to auto-sync the devices, but I can't see out how to do that on my app and neither could they (and anyway - I'd have to leave BlueTooth on all the time, draining my phone battery). Seems to think it's reasonable to sync the devices every morning - but I have 2 kids so have to log in an out of the app for each of them in order to do that - not realistic.

So annoying and frustrating - it used to work, why has it stopped? A fix needs to be found ASAP.

Really unhappy with faulty products and useless help service.