Troubleshoot Fitbit Ace LTE set up issues

If you're experiencing issues setting up Fitbit Ace LTE, try the steps below:

Account issues

Can’t create a child account

To create a child account, you must be the family manager. A Google Family can only have one family manager. Go to Google Families and confirm you are the family manager or ask the family manager to create the child’s account.

Full house

Your Google Family is full. The maximum number of members is 6. Please go to Google Families and either remove an account that’s no longer needed or remove any expired or pending invitations. If this isn’t possible, you may need to use a different account to create a new Google Family.

Account is not supported when trying to login to the Fitbit Ace App

Make sure the account you’re using is not a Google Workspace account when you log in to the app.

My child’s account is not listed

• Ensure the account you are using is linked to your Google Family group
• Ensure your child’s account in your Google Family group is supervised.

“A parent needs to sign in” message

Fitbit Ace LTE needs to be set up by a parent. If you’re trying to log in to the Fitbit Ace app using a supervised account, you might see this.

Set up and connection issues

“Couldn’t connect” message when attempting to find the Fitbit Ace LTE via Bluetooth

1. Make sure the Fitbit Ace LTE is nearby and turned on, you have selected a language, and the screen in the image above is showing.
2. Turn Bluetooth off and back on on your phone. 

Important: Make sure the Fitbit Ace LTE is not in the list of connected devices before you attempt again.  Go to the bluetooth settings of your phone and if your Fitbit Ace LTE is listed under Paired devices, tap on it and select Forget this device.

Android

1. Open your phone's Settings app.
2. Tap Connected devices Saved devices. If you don't see "Saved devices," tap Bluetooth.

If you see devices you're not currently using, next to each device name, tap Settings Forget Forget device.

iOS

1. Open your phone's Settings app .
2. Tap on Bluetooth.

Tap on “Fitbit Ace LTE” Forget this Device.

Wi-Fi won’t connect

Make sure to connect to a 2.4Ghz Wi-Fi network. Fitbit Ace LTE doesn’t support 5Ghz Wi-Fi. You will be given the choice to proceed without adding a wifi network if the Wi-Fi setup fails more than twice. After setting up, connect to WiFi following these steps on your Fitbit Ace LTE:

1. Navigate to Settings Connectivity Wi-Fi Add network
2. Tap a network and enter the password if prompted.

Bluetooth is off after set up

This is expected when setting up Fitbit Ace LTE for your child. On the Fitbit Ace LTE, bluetooth automatically turns off and is no longer needed. Wi-Fi is used instead. LTE is also used where your child has an active Ace Pass data plan.

Watch is stuck on ‘Continue on phone’ but the app appears to be set up

If you see your child’s card listed in the Fitbit Ace app, but the watch still shows ‘Continue on phone’ then something went wrong during the setup process.  The Fitbit Ace LTE is not set up correctly and you will need to factory reset the watch and start again.

On the watch, hold down the top button and select ‘Disconnect and reset’. Wait for the watch to restart. 

On your phone: 

1. Forget the Fitbit Ace LTE from your bluetooth settings.

Android

1. Open your phone's Settings app.
2. Tap Connected devices Saved devices. If you don't see "Saved devices," tap Bluetooth.
3. If you see devices you're not currently using, next to each device name, tap Settings Forget Forget device. 

iOS

1.  Open your phone's Settings app .
2. Tap on Bluetooth.
3. Tap on “Fitbit Ace LTE” Forget this Device.

 2. In the Fitbit Ace app, navigate to your Profile picture top right.  Select ‘Add a Fitbit Ace LTE’ and run through the steps on screen.  Be sure to select the same child account that you used during the initial setup. 

 Supported country and coverage

I can’t find the Fitbit Ace app

Check that your Play Store or App Store account is associated with a supported country

“You’re outside of the data coverage area”

You might be located in an unsupported location or country. If you continue, LTE services might not work in your current location. LTE is only supported here.

‘Country is not available’ but I'm located in a supported country

This happens when the country associated with the user’s account is not supported despite being physically located in a support country. The Update country prompt will take you to this country association form. Once you’ve submitted the form, you’ll get a response with an indicated timeframe. It might take a few days for the submission to be actioned. If there is a delay, please contact support.