Son's Fitbit Ace 2 isn't syncing

[katharineo]

Please can you help? My son's fitbit ace 2 is showing the wrong time, won't sync and isn't even connecting to bluetooth any more.  I have tried resetting it following the user manual without success.  He is a twin and his brother's fit bit is working perfectly!  Synced to his phone.

they have iPhone SEs/

I am literally at a loss!  Please can you help. 

Moderator edit: updated subject for clarity. 

[Odyssey13]

Fitbit customer support is doing their best, but right now be prepared for longer wait times. Please be patient. Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[AndreaFitbit]

Welcome to the Fitbit Community, @katharineo. Thanks for letting us know that your son´s Ace 2 isn't syncing and for mentioning the steps you have followed in order to fix this situation. 

As @Odyssey13 mentioned, our Support Team is doing their best to assist our customers. Please contact them in order to get help.

Keep on visiting the forums. 

[Dira]

I have exactly the same problem with my daughter´s Ace2. I´ve tried every step written in the forum for syncing and connecting to bluetooth before contacting you. Would you be please so nice to help us with the solution? 

KR,

Dira

[AndreaFitbit]

Welcome to the Fitbit Community, @Dira. Thanks for letting us know that you have tried every step written in the forum to sync your daughter's Ace 2 before contacting us. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

Keep on visiting the forums. 

[CadillacRanch]

Yup, one of my daughter's Ace 2 does all of these problems too. Have 2 daughters that I bought each of them a Fitbit Ace 2 at the same time, one daughter's works fine and the other's does not. Reading from the Fitbit community it seems this is a common issue with the Ace 2s, all having similar symptoms. I don't think it's a coincidence. 

[AndreaFitbit]

Welcome to the Fitbit Community, @CadillacRanch. Thank you for sharing your experience with Ace 2. 

I know how frustrating this could be and I noticed that you already got in touch with our Support Team and that they assisted you.