How do I deactivate screen lock on Ace LTE?

[Azhorn7]

I turned on screen lock on my son's Ace LTE just to see how it worked and now I can't find a way to turn it off. The app suggests that it can be done from the phone but I can't find a way and I also can't find any resources online to suggest how to do it. My current assumption is I may have to factory reset the device but I'm trying to avoid that if I can.

Moderator Edit: Clarified subject

[RiekoC]

Hello @Azhorn7 

I take it that you used the Settings menu > Device Control on the Fitbit Ace app to setup the screen lock with a pin.

I'm going to check with my colleagues to see if anyone has seen a way to turn off screen lock.

[Azhorn7]

Yes. I used the settings on the app to create the lock. The message there
says you can turn it off from the watch.

[RiekoC]

Hello @Azhorn7 

Thank you for confirming how you set up the screen lock.

Just to confirm: When you went back into the Settings menu on the app to try to disable the screen lock in the Device control section, the message there said to turn it off from the watch. Would you please be so kind as to provide a screenshot of the message you see in the app?

[RiekoC · Accepted solution]

Hello @Azhorn7 

One of my colleagues, @TechWithBrett , shared the instructions on how to turn off the screen lock. As the message indicated is done from the Ace watch:

• Enter the pin/pattern to unlock the Ace
• Press and hold the grey power button on the side of the Ace until you get the menu to show up that includes Power off
• Scroll up until you get to Settings and tap on it
• Scroll to get to Security and tap on it
• You should now see Screen lock; tap on it
• Enter the pin/pattern to change the Screen lock setting
• Select None and confirm to turn off Screen lock
• Press the grey power button to return to the home screen. You should see the home screen without having to enter the screen lock pin/pattern

[Auds238]

Mine keeps going back to Screen lock, and my son forgot his code, so we are completely stuck and nothing works…super frustrating

[RiekoC]

Hello @Auds238 

This help page has the instructions on what to do if the code is forgotten (<-- click link). 

Basically, you will need to factory data reset the Ace LTE. Once your son logs back into his Ace LTE, all his progress should return.  

If you have any problems with the factory data reset, you can contact Ace Support (<-- click link). Complete the prompts until you get the option to chat or call.