How do I report stolen Ace LTE?

[dollie812]

Hi,

My kid's ace 2 lte was stolen today. I had a reading on the last updated location but was unable to retrieve it. I looked through the app and the help page, it does seem there is a place to report a stolen device. I have a few questions regarding the situation but the agents via chat and call weren't able to help me. So I thought maybe I could post my questions here - 

1) Is there a way to protect our data/information on the stolen device?

2) the ace 2 lte was still under warranty and have an active yearly paid subscription - I would like to remove existing user (aka my kid) from this app, but it doesnt seem there is an option to do so.

3) if i were to purchase a new ace 2 lte for my kid, will i be able to use the existing subscription (Ace Pass) on the new device? I tried using 'add a fibit ace lte' option in the app, but it asks me to purchase a new subscription in order to have the device to go online. Is there a way around it?

4) what is the best way to reach the correct help agent for my questions related to the ace 2 lte? so far I had no luck with online chat agent or call agent.

Thank you fitbit community.

Moderator Edit: Clarified subject

[dollie812]

I looked through the app and the help page, it does NOT seem there is a place to report a stolen device. 

[dollie812]

sorry, i might be just answering my own questions -- so, it seems like if I reset the device, I am able to 'suspend' the user's profile (my kid's) in the ace app. If I were to purchase another ace lte, I might be able to 'connect' the device to the active subscription. Could anyone help me confirm this?

[LZeeW]

Hello @dollie812 and welcome to the Community.  Please use this Contact page to get specific Ace LTE help.  There is a different Contact page for other Fitbit models and you might have been on the wrong page.

[RiekoC]

Hello @dollie812 

Sorry to see that your child's device was stolen.

I can confirm that when you purchase a new Fitbit Ace LTE to replace the one that was stolen, you will be able to use the Ace Pass subscription for the replacement. The Ace Pass is linked to the account, not the device.

Please contact Fitbit Ace Support using the link that @LZeeW provided to report the stolen device and get any other help you need.