Fix Wi-Fi, LTE, connection issues on Fitbit Ace LTE

If your child’s Fitbit Ace LTE is not reachable and you can’t communicate with the device via the Fitbit Ace app, try the solutions below to fix a potential connectivity issue.

Note: Roaming is not supported on Fitbit Ace LTE. LTE coverage is limited to the United States.

Before you begin

1. Check that Airplane Mode is turned Off on the Fitbit Ace LTE.
2. Confirm that the Fitbit Ace LTE is on-wrist. To preserve battery, the Fitbit Ace LTE will temporarily turn down connections if it’s off your wrist for an extended period of time.
3. Check that the Ace LTE is able to connect to a Wi-Fi network if there is one available.
4. Check that the Ace LTE is able to connect to an LTE network. To do this, turn off Wi-Fi. This is necessary since the device will prioritize a Wi-Fi connection if one is available.

Poor LTE signal strength

Fitbit Ace LTE may have poor connectivity depending on the mobile signal strength available at the device’s location. To check the signal strength on your watch:

1. On your Ace LTE, long press the top button (Power Menu)scroll down tap Settings .
2. Tap Connectivity Mobile SIM status.

Step 1: Reset your watch

Tip: Before resetting your watch, try to restart first and reconnect your watch.

A factory reset will help resolve multiple issues you may encounter in the Fitbit Ace app, which include:

• Timed out updates
• Forgotten PIN or passcode
• "Something went wrong" error message
• Frozen on the screen with the "G" logo

Tip: After you reset your watch to factory settings, settings, messages, and data on your watch will be erased. Your child’s contacts, eejie, and game progress will be restored when you set up the device again.  

Step 2: Reset from the Fitbit Ace LTE or Fitbit Ace app

You can reset from either the Fitbit Ace app or your Fitbit Ace LTE.

Reset from your Fitbit Ace LTE

1. On Fitbit Ace LTE, long press the top button (Power Menu) scroll down tap Settings .
2. Tap System.
3. Scroll down and tap Disconnect & reset Ok . 

Reset from the Fitbit Ace app 

1. On your phone, open the Fitbit Ace app .
2. From your child’s card, tap Settings Device ControlReset Fitbit Ace LTEReset and Disconnect.

Important: You can only reset from the Fitbit Ace app if your watch PIN is unlocked.

Reset from Fastboot

This method should only be done if trying all other steps above did not resolve the issue.

1. Restart your Fitbit Ace LTE.
2. Long press both buttons of your Fitbit Ace LTE for around 20 seconds until it shows a dark screen with the white "G" logo.
   • If your watch is currently turned off, press the crown for a few seconds to turn it on.
3. As soon as the watch shows the white "G," let go of the top button while holding the bottom button. The watch will go into "Fastboot" mode.

4. Press the side button next to the crown to scroll down.
5. When "Recovery Mode" is highlighted, press the crown. The message "No Command" will appear on the watch face.
6. Press and hold the crown and swipe up on your screen at the same time. A debug screen will appear on the watch face.
7. Swipe down until "Wipe Data/Factory Reset" is highlighted.
8. Swipe right to reset your watch and PIN.
9. Swipe right again to confirm.
10. Reset your phone settings.

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

Step 3: Reconnect your phone and watch

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

Note: Your watch can't connect to Wi-Fi networks that take you to a page before you can connect (for example, Wi-Fi networks at places like hotels or coffee shops). It also can't connect to 5GHz networks.