Fix account and password issues for Fitbit Ace LTE

Set a watch PIN or passcode

You can set or change a PIN for your Fitbit Ace LTE in the Fitbit Ace app. Your child won’t be able to unlock the device until they enter the PIN.

Important: If your child’s device is offline or recently rebooted, you won’t be able to change the PIN in the Fitbit Ace app. Instead, wait until the device is back online or follow the steps below to reset the watch to factory settings.

To set a PIN:

1. On your phone, open the Fitbit Ace app .
2. Tap Settings   Device Control Screen lock.
3. Enter a new 4 digit PIN and wait a few seconds for the PIN to be applied.

Reset your watch if you forgot the PIN or passcode

You can reset from either the Fitbit Ace app or your Fitbit Ace LTE. If the device is locked or unable to connect to the internet, you can also use the Fastboot method to reset to factory settings.

When you reset your Fitbit Ace LTE:

• The data stored on your watch, which includes messaging and calling history, is erased. This also resets the PIN or passcode.
• The data associated with the account on the watch is backed up. This is restored onto the watch when setting up again for the same user.

Reset through the Fitbit Ace app

Important: If your watch doesn’t begin to reset after a few seconds, this might be because it isn’t able to connect to Wi-Fi. In this case, follow the steps in Reset from Fastboot.

1. On your phone, open the Fitbit Ace app .
2. Tap Settings Device Control Reset Fitbit Ace LTE.
3. Follow the steps to reset the device to its factory settings.

Reset from Fastboot

Important: This method should only be done after you have tried all other options.

1. Press and hold both side buttons for approximately 16 seconds. Ignore any screens that come up.
2. Once you feel the watch vibrate, release the buttons and immediately press and hold the bottom button.
3. The watch will enter the Fastboot options menu.
4. Use the bottom button to navigate to Recovery mode, then use the top button to make the selection.

Tip: If you’re presented with a “No command” screen and appear stuck, press and hold the top side button. After that, from the bottom of your screen, swipe up. You’ll then find the option to wipe data or factory reset.

5. After the watch reboots, use the bottom button to navigate to Wipe data/factory/reset, then use the top button to make the selection.
6. Use the top button to select Reboot system now.

If you've tried the steps above and your watch is still not reset, contact support.

Reconnect your phone and watch

After you reset your watch, you need to reconnect your phone and watch by following the instructions to Set up Fitbit Ace LTE.

Forgot Google account password

If you forgot your password or username, or you can't get verification codes, learn How to recover your Google Account or Gmail. If you are a parent and manage a Google account for your child, you can also help reset their account password using Family Link.

If your account password is changed, you may need to factory reset and Set up Fitbit Ace LTE again.