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 using the Fitbit Ace app. Your child will be unable to unlock the device until the PIN is entered. To set a PIN:

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

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

Reset a 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 is erased. This will reset the PIN or passcode. Messaging and calling history will be erased.
The data associated with the account on the watch is backed up. This will be restored onto the watch when setting up again for the same user.

Option 1: Reset using the Fitbit Ace app

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

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 below in Option 2: Reset from Fastboot.

Option 2: Reset from Fastboot. This method should only be done after trying all other options above

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

After the watch reboots, use the bottom button to navigate to Wipe data/factory/reset, then use the top side button to make the selection.
Use the top side 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.