Fitbit Ace LTE won't connect

[Aamerrick]

My son lost his watch and we stopped our subscription. We found it and restarted the subscription. Now I can't call him and he can't make calls, nor will calls go through when I call him.  I've tried restarting my phone and watch, forgetting the device on my phone, removed and added the app, but nothing is working. I'm unable to forget my phone on his watch. It shows my phone as an old Bluetooth connection, but also shows disconnected. I'm losing my mind!!

Moderator edit: updated subject for clarity

[RiekoC]

Hello @Aamerrick 

By any chance, did you try doing a factory data reset on your son's Ace?  If not and would like the instructions on how to do this, this help page has the steps on how to do the factory data reset (<-- click link).

Please be aware that this process will erase the data on the watch. It should be restored when the watch is set up again.

Let us know if this worked to fix the calling issue.

[Aamerrick]

This is what I was trying to prevent, hence why I posted on here for advice...

[Mila192]

We are having the same issue with her Watch for the past two days, it is very frustrating. I have followed all troubleshooting steps and I also reset it all, and now we cannot set it up as it won't pick up Bluetooth. 

I'm not sure what else to do but return it...

[FitbitElli]

Hi @Mila192 and @Aamerrick, sorry this is happening. As ReikoC mentioned, a factory reset ( and also selecting 'erase eSIM') should correct the issue. You won't lose data if you select the same account during the set up process. Game progress and settings will be restored. This is the best next step without knowing further what might be happening. You can also contact Support at g.co/fitbitace/contact and we can get a replacement sent out to you if required. 

[Amansa]

Hi, 

I am having the same issue with both my son’s watches this morning. After charging overnight both the watches say they are signed out. We tried factory resetting them but when we try to reconnect them it says they don’t have connection. The watches can’t be called, texted, located and the children can’t call or text from them.

Did your issues get resolved?

[RiekoC]

Hello @Amansa 

It seems like there's an issue on the Fitbit side and the team is working on resolving the problem. Please see this thread (<-- click). 

For now, please submit the issue using the Feedback option in the Ace LTE app:

• Tap your picture in the upper right of the Ace LTE app
• Tap Feedback in the menu that opens
• Complete the prompts and submit

The feedback reports are received by the team for review. If they need additional information from you, they will contact you.