Ace syncing with parent phone

[ColBoston]

My daughter's Ace2 worked well for a long time, but recently we've had trouble. She was logged out of the app on her iPod Touch, so I logged her back in and re-paired her tracker with the iPod (using child view). However, the Ace2 now keeps showing up as paired with my phone (Android, in parent view!), and our step counts are getting messed up. If I un-pair her with my phone, her tracker goes into "setup" mode. What am I doing wrong?

Moderator edit: subject for clarity

[ColBoston]

Btw, this is an Ace, not an Ace 2. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @ColBoston. I am sorry for the delayed response.

I appreciate your participation in the Forums and sharing the issue you're experiencing with syncing your daughter's Ace tracker. Thank you for providing the additional details and your efforts to resolve this. I recommend confirming the steps to set up your daughter's Ace tracker: How do I set up Ace or Ace 2 for my child?

Let me know if you continue experiencing difficulties, I'll be around. 

[ColBoston]

The solution was to delete and reinstall the Fitbit app on my daughter's iPod. After a fresh installation, I was able to pair her tracker with her iPod properly in child view, and our step counts are no longer getting confounded.

[JuanJoFitbit]

@ColBoston, I'm so glad to hear that you managed to get the issue resolved. Thank you for posting the update here and sharing the steps you took. I'm sure that these steps will be helpful for people that experience the same issue.

As a side note, I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often! 😀