Unable to set up Ace 2

[Besama]

I am having difficulty setting up mum son’s new Ace 2. I have spent a significant amount of time going through each of the troubleshooting options including:

1. Checking the iPad Pro has at least 50% battery

2. Turning blue tooth off and on

3. Restarting the Ace 2 (including restarting it multiple times)

4. Deleting the Fitbit app and downloading it again

5. Turning the iPad Pro off and on

6. Checking the child account has been set up correctly

7. Even returning the Ace 2 and getting a replacement watch (apparently it is not uncommon for people to return watches due to problems with the set up - something I would not expect given the reputation and cost of Fitbits)

8. I am definitely connected to the Internet as otherwise I would not be able to send this message

9. I have taken my Fitbit Ace off so that it is not nearby

The app informs me that there is a Firmware update for the watch but unfortunately as I cannot set up the watch, I am also unable to update the software on the watch. Could the be the underlying problem? If so, what can I do to resolve it?

I am really disappointed that the set up is proving to be so difficult and would be grateful for your guidance as otherwise we may end up having to disappoint my 8 year old son by returning the watch. 

[Sbelfore312]

It finally fixed itself for me. I kept trying and did it on a computer. Hope this helps

Sent from my iPad

[birdie-guy]

Same issue with setup process for ACE 2.  in 2020. 
Cant believe same issue was happening one year ago in this forum and FitBit still hasn't fixed it. 

Another Christmas of disappointed kids who can't setup their Ace 2 on xmas day.  thanks fitbit....

[BiancaZ]

Thanks for the reply, my computer doesnt have bluetooth, and being plugged
in doesn't make a difference (it says I need to buy a fitbit dongle,
whatever that is!). My husband has a Mac, so when he gets home we'll try it
on his, otherwise back to the store for a Garmin!

[Eccohawk]

I was able to get this resolved by contacting support and having them send
me a replacement...which also didn't work...and then another
replacement..which eventually did work. It is not in any way ideal. While
my issue eventually got resolved, I can't in good conscience recommend this
line of products.

[legman_cd]

I have struggled to get my son's new Fitbit Ace 2 connected to the app on my phone. Once charged, the fitbit would just sit there with the www.fitbit.com/setup message scrolling across the screen. My phone (Samsung Galaxy S10) would not find the device to connect to it. But removing the app and reinstalling it on my phone seems to have done the trick. A very disappointing start to my new relationship with Fitbit. I don't think I will be buying any more of their over-priced products...

[Calinow]

I've been trying to setup my kids' Ace 2 for the past 3 hours w/o success.  I've followed the instructions from FitBit and nothing works.

Kids are disappointed since it is a Christmas gift and I'm getting frustrated.