Ace 2 - Kid view not working

[DR77]

Hi when I am trying to switch to kid view i am just getting the waiting/process circle and text saying switching to kid mode. 

It doesn’t change. I then close down fitbit app and it asks me to log in again. 

I have restarted phone and reinstalled app but still not working. 

My kid has new ace 2 . Any idea how to fix ? My kid only had watch a week. Thanks 

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @DR77. 

I am sorry to hear you experiencing difficulties with switching to kid view. Thanks for trying to resolve this and I am here to help. Upon checking with our Support team, I was told that you have already contacted them and that they were able to assist you. Thank you for your time and efforts.

Let me know if you have any questions.

[sk19]

@DR77  Curious if you could share how support helped you fix this. I have had this exact problem since 4/20. Customer support was unable to help, I too have reinstalled/restarted everything to no avail. Daughter received Ace 2 on 4/12 and there were no issues until this week! 

[LiliyaFitbit]

Welcome to the Fitbit Community, @sk19.

Thank you for joining the thread and sharing that you're experiencing the same issue. I understand how you are feeling and appreciate your troubleshooting efforts. I am sorry to hear our Support team was unable to help. Since you've been working with them already, I've sent the information to them and you should be receiving a response soon. Please keep an eye on your inbox. 

I'll be around if you need further assistance. 

[DR77]

I am still having the issues however was told by customer support that there was technical issue and that it was being looked at. They gave no timescales as to when it would be resolved. It’s very frustrating as we can’t us e the watch properly until it’s fixed. 

[sk19]

I hope it is something that can be updated soon. Disappointing to purchase the ace 2 only to have these issues in a little over a week.

[DR77]

Yes hope so too. 

[LiliyaFitbit]

Thank you for your replies, @DR77 @sk19. I am sorry for the delayed response. 

I appreciate the update, thank you for your time and efforts. I totally understand how you feel about this and your feedback is greatly appreciated. This helps us to keep improving our products and services.

Thank you for your patience and understanding while we work to improve your experience.

Let me know if you have any questions. 

[BramSpec]

I am having the same issue. I just purchased two fitbit ace 2s for my two kids, and cannot get kid view to work. I get the same "spinning" when I try to switch to kid view. I've tried multiple devices, tried restarting, tried reinstalling the app. Clearly it is a software issue. Can customer service please get in touch with me about options to resolve this?

[sk19]

I am still unable to sync my daughter’s Ace 2 at all (Since 4/20) - all customer service will tell me is that ‘they are working on it’. I am hoping an app update shows up soon to fix the issue!! Beyond frustrating!

[AlysonCulley]

My child’s Ace 2 Fitbit is also not working and now my partners Versa Lite is not syncing. So disappointed

[Nolifefoundhere]

I am also having this issue with my children's ACE and ACE2. It started after I started the Fitbit Premium trial. 

[Sammyjade182]

My sons birthday today and he was very excited to get his Fitbit but can’t seem to switch it kids view! Very disappointed. When will this be fixed. Bought this Fitbit from Smyths just before lockdown to make sure he had it for today!! 

[DR77]

Is there any update as this is still not working ? 

[sk19]

As of 5/5/20 I received the following message from customer support concerning my case:

‘We're currently working to resolve it and hope to have a fix soon. Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution.’

my child has not been able to sync to the iOS app or see the Kid View since 4/24/20

[LiliyaFitbit]

Hi everyone! Sorry for the delayed reply. 

Thank you so much for sharing details about what you're experiencing when switching to kid view in the mobile app. I totally understand how you are feeling and appreciate your feedback.

We’re currently working to resolve it and hope to have a fix soon. Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution. We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track. 

@AlysonCulley please follow the steps to resolve the syncing issue in this help article: Why won't my Fitbit device sync?

Once again, your patience is truly appreciated. Let me know if you have any questions.

[AlysonCulley]

Partners versus lite is working. However I am still having the same issue with my daughter’s Ace 2 fitbit.

I have deleted app, turned my phone off then on and reinstalled app to having the same problem. Therefore please stop suggesting i follow such and such instructions as it is clear to me that the fault lies with Fitbit and not my phone or anything else. 

[LiliyaFitbit]

Hi @AlysonCulley, thank you for your reply. 

I am glad to hear that your partner's Versa Lite is syncing now. Thank you for posting the update. I appreciate your efforts to resolve the issue with switching to your daughter’s view. I understand how frustrating this is for you and would like to advise that our team is actively working on this issue. I appreciate your patience and understanding. 

I'll be around if you have any questions.

[Sammyjade182]

Good morning, 

I thought I’d try my child’s kids view again this morning and I still can not get on to it. Have you any idea how long this will take to rectify. By the looks of it it’s been weeks, and no straight answers from yourselves.  My son only got the watch Thursday for his birthday and I’m already frustrated by this so god knows how others are feeling. Currently the watch can not be used 100% which is very disappointing. 

[LiliyaFitbit]

Hi @Sammyjade182, thank you for your reply. I am sorry for the delayed response. 

I am sorry that you are going through this situation, I understand that this is very frustrating. Our team is working to identify a resolution, however, we're unable to provide you with an estimated time frame for the fix to be applied. I appreciate your patience and understanding while we work to improve your experience. 

Let me know if you have any questions.