Fix calling and messaging issues on Fitbit Ace LTE

If you have trouble sending and receiving messages or calls from the Fitbit Ace app or your child’s watch, make sure that you meet the requirements needed to Make and receive calls and messages on Fitbit Ace LTE. The requirements include:

• An active Ace Pass data plan
• A working internet connection on your child’s Ace LTE. This can be either WiFi or LTE.
• Checking the device’s connectivity settings.
  • Confirm if the location of your child’s watch has 4G and Google Fi coverage. You can check our network in key areas.
  • Confirm the device’s connectivity settings.
    1. Ensure that Airplane mode is off: select Settings  Connectivity Airplane mode. 
    2. Ensure that DNS is set to Automatic: select Settings  Connectivity  Private DNS.
    3. Ensure that Mobile is set to Automatic: select Settings  Connectivity  Mobile.
  • Ensure that Do Not Disturb is off.
    1. Swipe down from the top of the device. 
    2. Tap Do Not Disturb .
• Your child’s Ace LTE is powered on when attempting to reach the device.
• You have added contacts. On the Fitbit Ace LTE, press the top side button to display the available contacts. To add contacts, go to the Fitbit ace app. For more details, go to Add and manage contacts on Fitbit Ace LTE.

Calling and messaging issues on the Fitbit Ace app

Delayed ringtone 

This is normal. A jingle will play when a call is being connected and the screen will show "Connecting." The receiving device is not yet ringing. Once the call is connected, the screen will change from "Connected" to "Calling" and you should hear the ringtone.

Can’t hear the caller

• Make sure that the phone volume is turned up.
• Check Permissions on the app.

Calling is disabled

• When school time is enabled.
• If there’s no active Ace Pass data plan.

Unable to get call and/or message notifications

• Make sure that notifications are allowed on the Fitbit Ace app and the phone isn't in “Do not disturb” mode.

Calling and messaging issues on the Fitbit Ace LTE watch

Delayed ringtone

This is normal. A jingle will play when a call is in the process of being connected and the screen will show "Connected." The receiving device isn't yet ringing. Once the call is connected, the screen will change from "Connected" to "Calling" and you should hear the ringtone.

Can’t hear the caller

• Ensure that the volume is turned up on the Fitbit Ace LTE.

1. Long press the top button tap Settings. (On some versions, swipe down tap Settings ).
2. Tap Sound.
3. Adjust the slider to increase the Call volume.

• Check for any debris that might be affecting the sound quality such as dirt or water in the speaker vent on the left side of the Fitbit Ace LTE. Wipe the area with a lint-free dry cloth.
• Restart the watch.
• Long press the top side button and select Restart.

“Couldn’t send, retry” message

• Make sure that the watch is connected to Wi-Fi or a mobile network.

Unable to get message notification

• If a message is received when school time is enabled, notifications will be silenced.
• If a message is sent during school time, the message will be delivered. However, notifications will be silenced on the watch so your child may not notice the message.

Can’t hear incoming call or message notification

• Check the volume setting.

  1. Long press the top button tap Settings. (On some versions, swipe down tap Settings ).
  2. Tap Sound.
  3. Adjust the slider to increase the Media volume.

Can’t hear the voice message

• Check the volume setting.

  1. Long press the top button tap Settings. (On some versions, swipe down tap Settings ).
  2. Tap Sound.
  3. Adjust the slider to increase the Ring & Notification volume.