Ace 2 active minutes not showing in the app

[Ardziv]

Hello,
my son has Ace2 and he has been using it for more than a year now, it was recording everything normally, suddenly for the past 2 days it is showing 0 active minutes, although we are sure he has been active for the past 2 days, i tried to reboot from the device itself, but it didnt show later on again i tried to reboot while the device was connected to the plug in and also no luck with it.

note that he has been active for more than 1 hour, not just 10 min.

also that the old info has been deleted from the mobile app, it is showing 0 for all the activities for the past week, even the application is showing 0 active minutes.
so if any help provided will be appreciated.

Regards,
Ardziv

Moderator edit: subject for clarity 

[Ardziv]

so now the active minutes started working by itself....however in the app it is still 0 minutes.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Ardziv.

Thanks for the details shared in your post and for already trying to resolve the issue. I recommend confirming if your son's Ace 2 is paired properly to your Fitbit family account and syncing. For more information, see How do I set up Fitbit Ace devices? 

You can find information about active minutes in How do I earn active minutes?

Hope this helps. 

[Ardziv]

Hello

yes it is paired successfully, it was working fine for more than a year, just 2 days ago this issue started, today it went back normally for like 5 minutes then again the active minutes went back to 0.

[LiliyaFitbit · Accepted solution]

Thank you for your reply, @Ardziv.

I appreciate your efforts and the additional details. I recommend confirming if you have MobileTrack paired to your kid's account as it may affect your child's stats: 

1. Open the Fitbit app, tap the Today tab and tap your profile picture.
2. Tap My Family.
3. Under your child's name, tap Switch to Kid View.

4. Tap your child's profile.

5. Check if you see MobileTrack and remove it. 

For more information, see How do I remove a Fitbit device from my account? 

Hope this helps. 

[Ardziv]

great, it is working now. 
thanks 🙂

[LiliyaFitbit]

Thank you for the update, @Ardziv.

This is great news and I hope you continue enjoying the Fitbit experience! Let me invite you to visit our Health & Wellness board where you can find great tips and encouragement from other members.

Keep on visiting the forums!