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

[Nolifefoundhere]

Is there a workaround in the meantime? Is their a way to log directly into the child’s account so the device can be synced?

[Sammyjade182]

In the meantime I have set up a complete brand new adult account under my sons name, and connected it to the ace 2 but then it said I needed it have an adult account for the ace 2 so tried it on my sons old iPhone and the kids accounts working in the brand new ‘ temp ‘ adult account!! But still won’t won’t on my account. Least I can see some stats off his phone for the time being not sure why the child’s view is working on the brand new account but not on my current adult account 

[DR77]

Any update on when this will be rectified? 

[LiliyaFitbit]

Hello all, thank you for the updates.

Thanks to all for the efforts to resolve the issue, sharing the steps you've tried and your feedback. Our team is actively working on this issue. Make sure the Fitbit app and your phone are up-to-date. I'll be updating this thread once we learn more. Your patience is truly appreciated.

I'll be around. 

[Nolifefoundhere]

I’m on IOS 13.5 and the latest version of the Fitbit app and there is no change. It still does not work. Have the developers provided a timeline to resolve this issue? 

[sk19]

The only response I’ve received concerning my ‘case’ with tech support is that they are working on it. I am on the latest iOS with the most up to date Fitbit app version also - still cannot access Kid View got my daughter. Haven’t been able to since 4/20/20. Very frustrated about the whole situation. 

[AlysonCulley]

Fitbit have given no timeline as to when this problem will be resolved.  I think it’s absolutely disgraceful that this has gone on for this length of time. I’ve told my child to stop wearing hers and I am considering a different smart watch for her. 

Moderator edit: format

[LiliyaFitbit]

Hello everyone, thanks for the information you have provided. 

I sincerely apologize to anyone who has been affected by this issue. Our engineers are still working on a fix, as soon as I hear more I will update this thread. Thanks again for your patience. 

Let me know if you have any questions.

[sk19 · Accepted solution]

As of this morning, I was able to update the Fitbit app, which then allowed the Kid View to work for my daughters Ace 2! She is thrilled 🙂

[LiliyaFitbit]

Hi @sk19, thank you for the update!

I am glad to hear the issue seems to be resolved after updating the Fitbit app. Thank you for your feedback! 

Have you checked our Discussions board? There you can share your story, find some fitness tips, recipes and more! Give it a look!

Keep on visiting the forums. Happy stepping!

[Marcusosul]

This has been going on for about a week now- not able to use kids view. Have seen it in other discussions. Has this latest incident been resolved yet?

[Sammyjade182]

Good luck, still waiting for a fix. My sons hasn’t worked since he got it for his birthday 7th May!!!!!!! Not happy 

[Nolifefoundhere]

The problem was fixed for a few weeks until the release of 3.24.1. Since July 2nd I can no longer sync my children’s devices again.

Sent from my iPhone

[sk19]

Same here. My daughters has worked for a few weeks, and I am still able to access Kid View now...but I have not yet upgraded to the latest app version 3.24.1. And from the sounds of it I am going to try to hold off as long as I can! 

[Kathryn71]

Both my sons iPad and my phone are updated to the latest apple software release, and both have the latest updates for Fitbit. He just has the original Ace and we can no longer open the Kids View on any device. Is a fix coming?  I have tried all the tricks of force quitting the app ans uninstalling the app on the iPad and nothing works. 

[Quidgebo]

Hi there.

Is an update expected soon?

It appears this was fixed briefly then next update has regressed the issue.

Just tried to setup my son's Ace 2 with multiple iPhones and none can get to kids mode to setup the tracker. This is stupid. Ensured his phone is up to date - both iOS and app.

[Saniya]

I had high expectations from Fitbit but it’s very disappointing

Sent from my iPhone

[Nolifefoundhere]

It’s very disappointing. I feel like the quality of customer service has decreased since the announcement that google was acquiring the company.

I’m on my second device and I was getting ready to upgrade to a newer device but I’m now going to have to look into a Garmin.

Sent from my iPhone

[Quidgebo]

I wouldn't have placed 'working' as a high expectation...

[Nolifefoundhere]

I’ve reached out on Facebook and Twitter trying to get an official response from Fitbit and it has all gone unanswered. They had fixed the problem up until the recent update. They need to revert the changes they made.


Sent from my iPhone