Ace 2 step count issue

[Daisyplusthree]

My daughter wasn’t wearing her Ace 2 for a long time, but after her older sister got a Fitbit, she charged it up and started using it again yesterday. Today both kids were competing with their steps and she had over 7,000 steps. I went to sync to the app, and all of her steps showed up for yesterday and not today. I was trying to figure out the issue, but couldn’t figure it out. I deleted the tracker, reinstalled it, deleted the app, reinstalled it, reset the tracker...nothing worked. All time zones and dates are correct. In addition I installed the MobileTracking, unsure of what it was, but realized that made things worse because it’s my phone so they are my steps. Even though I removed that feature, the steps are still there in my child’s account. I even tried to set the Mobile tracking up in my account to see if it cleared it from hers, but it’s still there. I’m at a loss at what to do. I uninstalled the tracker and reset after everything again, and all the info is still the same. It’s just frustrating that this cannot be undone. I’ve also noticed that sleep tracking is not working. I cannot even find the setting anymore where I can change sensitivity for sleep tracking. I know it’s been a while since this tracker was being used, but whatever updates occurred in that time seemed to have broken all the things that were working before. This tracker is only a year old, but if it’s not working properly it becomes useless. 

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Daisyplusthree.

I appreciate your participation in the Forums and sharing the details of the issue you've experienced with your daughter's Ace 2. Thank you for your troubleshooting efforts, I understand how you are feeling and I am here to help. Since the tracker wasn't used for some time, it's recommended to sync the tracker first as it could have the wrong time and date and may reset the steps. I recommend confirming if the tracker is paired correctly to your Fitbit family account: 

1. 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 the profile picture and check if you see the Ace 2. 

Make sure the tracker is syncing and your daughter's steps should show properly in the app. You can confirm how to sync the Ace 2 at How do I sync Ace or Ace 2 with my device?

If you would like to remove the steps from the daily total, please find the instructions at How do I delete steps and floors in the Fitbit app?

Let me know how it goes.