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Ace 2 lost Steps after syncing

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‎06-24-2019 15:55 - last edited on ‎06-25-2019 04:37 by Fitbit Moderator

‎06-24-2019 15:55 - last edited on ‎06-25-2019 04:37 by Fitbit Moderator

My daughter got home from school today and ran to sync her Ace 2. She was super excited because she had more steps than me. As soon as she syncs her Ace 2 reverts back to 240 from over 10,000. She is devastated as we are in day 1 of the family face off. Help! Can I get her steps back?  Her activity is all there just not the steps that go with it.

 

 

Moderator edit: updated subject for clarity

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‎06-25-2019 04:36

‎06-25-2019 04:36

@BillieMomof2 welcome to our Fitbit Community! I'm happy to assist you with your daughter's Fitbit Ace 2 since her steps were reverted back to 2400 steps after she synced her tracker.

 

Please restart her Fitbit Ace 2 as described in this help article. This will refresh the tracker internally. After doing this, make sure that the phone has the most recent Fitbit app version installed. If the app is up to date, log out of the app, restart the phone, open the Fitbit app again and log in.

 

Finally, monitor her Fitbit Ace 2 during the next 48 hours and see if the issues doesn't happen again.

 

Keep me posted on the outcome! Smiley Happy

JuanJo | Community Moderator

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