Ace2 lost all data

[MumTracey]

Hi.  My daughters Ace2 Fitbit has lost all data except today.   The App has logged out on her phone so I needed to log back in and had to re “add” the Ace2 to my family account.  However now all data has been lost except for today’s steps.  However the trophy’s and badges still appear.  Is there any way to get the data back?   My daughter is really upset.

[Rich_Laue]

Sounds like you created a new account for your daughter. 

Did you log into your account, switch to family, then switched to your daughter's account? 

What do you see when you switch to the family account on your phone? 

[MrSLeuth]

We’ve had this problem too in the last week or so. 
Ace 2 still syncs ok to my daughter’s iPad, but data between December 2019 and now is all gone. 
For some reason, her Ace 2 was also showing on the Fitbit app on my iPhone (in parent view) - as far as I’m concerned it’s all the same account, right? My parent account and her child one. 
I don’t use any Fitbit devices myself fwiw. 
Any way to get the missing data back? Lost in a cloud somewhere...

thanks!

[Rich_Laue]

If the Ace 2 is showing on your device in parent view, the Ace 2 is connected to your account, not your daughter's account. 

While her account is connected to your account through the family account, it the guardian. Her account and your account are desperate accounts. 

If her account is connected to your account, you should also be seeing her steps in her account. 

[MrSLeuth]

Hi

Thanks for the quick reply. So, on my iPhone, while in parent view, I removed her Ace 2. 
Now switched to kid view and no Fitbit is showing, so I get the “setup a kid friendly device” message. 
Should I do that on:

1) my iPhone or 

2) her iPad (when in kid view)

and would that somehow restore the missing data?

many thanks

 

[Rich_Laue]

Simply press the Set up and follow the prompts. 

Your not settling the device to a phone or iPad. Your setting it up to the child's account. 

[MrSLeuth]

Thanks - got it set up again and is working fine. Didn't manage to restore the missing data from December-March though - lost in a cloud forever! 

[Rich_Laue]

Yes @MrSLeuth as you pointed out, her data was recorded into your account, not your child's account.