Unable to set up Fitbit Ace for my son

[YuliaS]

I bought a fitbit Ace for my son, I followed all the instructions to set it up through my iPhone, but once I key in the 4-digit pin I get this error "There was a problem communicating with your device". I tried using my hubby's phone, same thing. I tried to install via laptop, unable to find the device at all. Please help.

Moderator edit: format

[JuanJoFitbit]

@YuliaS Welcome to our Fitbit Community! I'm sorry to hear about the setup difficulties you've experienced with your son's Fitbit Ace.

Please restart the Fitbit Ace as described in this help article. After this, follow the setup process again.

Keep me posted on the outcome! 

[CarbCutter]

I've had a similar problem - the Ace wasn't syncing with my daughter's phone after the battery ran out and was recharged. After much wailing and gnashing of teeth, I found it was trying to connect to MY phone. It seems that the FitBit connects to the App and pairs with a bluetooth Phone separately, so I had to connect it and then Forget it from my phone to free it up to connect with my daughter's phone. What a palaver.

[JuanJoFitbit]

@CarbCutter Thank you for joining us in this thread and our Fitbit Community! Thank you also for sharing your feedback. I understand that this was frustrating for you.

I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Don't hesitate to get back if you need further assistance!