Fitbit Ace not turning on nor tracking activity

[SunsetRunner]

My son was given the Ace for Christmas.  We set up a FitBit account last night and added him to the Family account for the ACE.  It FitBit fully charged overnight and when plugged in will respond t a double tap to bring up the home screen.  While he is wearing it though, it will not turn on or record his activity.  What is happening?

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@SunsetRunner Welcome to our Fitbit Community! I'm sorry to hear that your son's Ace is not recording his activities nor turning on its display.

Please restart your son's Ace as described in this help article. This will refresh the tracker internally. After this, have your son to monitor the Ace and see if the display turns on and tracks his activities.

As an aside note, make sure that your son is not wearing the tracker too tight.

Keep me posted on the outcome! 

[rpcunningham]

Same issue here. Ace is not responding to tap, nor to the charger

[JuanJoFitbit]

@rpcunningham Thank you for joining us in this thread! I'm sorry to hear that your Ace is not turning on either. Please try the restart process that I recommended in my previous post. This will refresh the Ace internally.

After this, clean the contacts of your Ace and charger with a cotton swab and put it in the charger and see if it comes back to life.

Let me know if this fixes the issue! 

[rpcunningham]

Cleaned the contacts, plugged in the ace to the charger and connected it to my computer, still no response from the device.

also tried holding down the button on the charger, pressing it multiple times, unplugging it while holding down the button, plugging it in while holding down the button, trying different USB ports.

[JuanJoFitbit]

@rpcunningham Thank you for getting back and trying the recommended troubleshooting steps. Since the issue persists, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution. You should receive an email from them soon.

Let me know if you have any doubts! 

[SunsetRunner]

 had to contact FitBit support and have the device replaced.  Thank you for the suggestions.

[JuanJoFitbit]

@SunsetRunner I'm so glad to hear that our Support team provided a replacement unit. Thank you for posting the update here.

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

Hope to see you in our Fitbit Community more often!