Unable to sync Ace 2

[dhuit]

I recently purchased a fitbit Ace 2. I was able to set it up initially, but now cannot sync.Ace 2 shows up on my list of available devices under bluetooth settings. When I attempt to connect, it fails with a message "Couldn't pair with Ace 2. Check your Ace 2 settings and try again...". Ace 2 does not seem to have any ability to dig further into what the problem might be.

I have gone through your troubleshooting page (https://help.fitbit.com/articles/en_US/Help_article/1866.htm) and several forum posts. I have an android Samsung Galaxy S7. I've rebooted my phone and the fitbit several times.

[LiliyaFitbit]

Welcome to the Fitbit Community, @dhuit.

Thank you for your troubleshooting efforts and providing the link with the instructions you followed. I appreciate the additional details and recommend doing the following:

1. On your phone's settings tap on Apps > Fitbit > Storage > Force Stop.
2. Open the Fitbit app and confirm the steps to sync the tracker at How do I sync Ace or Ace 2 with my device?

Let me know how it goes. 

[dhuit]

I've tried rebooting and I recently even got a new phone and tried to use it to sync with the fitbit, with no luck. With both the old and new phone, both can "see" the Ace 2 in the list of available Bluetooth devices, but neither can connect. It seems very much like there is an issue with the fitbit itself. Something is preventing it from connecting. The user interface on the fitbt is absolutely horrible. It should have some way to control it's internal settings so I can debug and fix this.

[LiliyaFitbit]

Thank you for your reply, @dhuit.

I appreciate your efforts and the additional details. If you're using several devices for syncing, the tracker is trying to connect to both and the Bluetooth connection can be interfered. Please try to remove the tracker from the list of connected Bluetooth devices on your phones. Make sure another device is not nearby or turn off Bluetooth on it. 

I understand how you are feeling about this situation and appreciate your feedback as it helps us to keep improving. I've gone ahead and escalated your case to our Support team, for them to take a deeper look at this. Please keep an eye on your inbox.

I'll be around if you have any questions. 

[Sweetzebs]

Hiya, did you ever resolve the issue, I have the same problem. Thank you 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Sweetzebs.

Thank you for joining the thread and sharing that you're experiencing the same issue. I've shared your post with our Support team and they've mentioned that you already have a case with them. I know they will be glad to help you out and provide a solution, please keep an eye on your inbox. 

Meanwhile, I recommend making sure the tracker is charged, turn Bluetooth off/on on your phone and follow these steps:

1. Tap the Today tab in the Fitbit app, and tap your profile picture.
2. Tap My Family.
3. Under your child's name, tap Switch to Kid View.

4. Tap your child's profile picture and tap Set up a device. 

5. Choose your device and follow the on-screen instructions to continue.

For more information about syncing the child's tracker, see How do I sync Ace or Ace 2 with my device?

I'll be around.

[Sweetzebs]

Yes I do that. I set up device on her profile. I choose ace 2. It says searching for device. It says found it with a green tick on the screen. And then  says connecting with the round thing spinning and the

then the page says. Not working? And then I follow the three steps and nothing. When I set it up first time a 4 digit code appears to link the watch to my device.  Yes I do have a case and was told someone would email, I have heard nothing. My daughter is very upset because she wants to change her watch face like her brother. How long am I supposed to wait for a response? 

[LiliyaFitbit]

Thank you for your reply, @Sweetzebs.

I am sorry to hear the issue persists, thank you for your efforts. I understand how you are feeling about this situation. Due to recent events affecting our operations, our Support team may take longer to contact you. I appreciate your patience and understanding. Our team will be reaching out via email to help get this resolved.

Let me know if you have any questions.