Ace lowered steps after syncing it

[NoelleMc]

My son who is 6, does around 15000 steps a day. However as soon as I sync it, his steps go back to 1,000. He is not with me all day so how do I overcome this? And why is it happening.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@NoelleMc welcome to our Fitbit Community! I'm happy to assist you with your son's Fitbit Ace since his steps lowered after you synced it.

I would like to know if his Fitbit Ace is set up on your Family account. If so, I'd like you to restart his Fitbit Ace as described in this help article. This will refresh the tracker internally.

Finally, monitor your child's Fitbit Ace and see if the issue gets fixed. In addition, I'd like to share this help article which has information about how to manage your Fitbit Family account.

Keep me posted on the outcome! 

[NoelleMc]

I will reset his Fitbit and see how that goes. I set it up on my family account

Sent from my iPhone

[JuanJoFitbit]

@NoelleMc thank you for getting back and taking the time to try the restart process.

I'll be around in case you have any questions.

[NoelleMc]

Hi
I’ve tried to restart the Fitbit but can’t.
Can you please tell me how I do that.

Thanks

Sent from my iPhone

[JuanJoFitbit]

@NoelleMc regarding your inquiry about how to restart the Fitbit Ace, you can find the steps in this help article. Let me know how it goes.