Can't switch to kid view to set up Ace 3

[Johnmce1]

Hi

Recently set up a child’s profile on our family account but cannot switch to kid view on the app. The app just hangs and then seems to log me out of the account after a few minutes.

I’m using the latest version of the IOS app but this seems to be on ongoing problem within the app. I’ve tried to clearing cache in Safari and rebooting phone with no success and much frustration!

Please help as we have a very disappointed 7 year old who has been unable to use her Ace 3 since receiving as a birthday gift! 

regards

John

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Johnmce1.

Thanks for the details shared in your post and for already trying to resolve the issue. I understand how you are feeling and recommend trying the following:

1. Confirm that your phone is up-to-date: Update your iPhone, iPad, or iPod touch.

2. Log out from the Fitbit app.

3. Force quit the Fitbit app.

4. Reboot your phone once again. 

5. Open the Fitbit app and log back in to your account.

6. Try to switch to kid view and set up the tracker. 

You can confirm the steps to set up the Ace 3 in How do I set up Ace for my child?

Hope this helps. 

[Techneverworks]

Dear lilya

this does not seem to help overcome the issue. The app simple get’s stuck in switching to kids view.

please provide me with advice. Ver said kid sitting next to me here.

btw why can’t you just stick to the normal view and connect the device normally?! Kids below 10 do not own a smartphone in most parts of the world

br Maarten

br Maarten

[Techneverworks]

As said in the other thread,

the advice above does not work, at least not for my iPhone X

br Maarten

[LiliyaFitbit]

Welcome to the Fitbit Community, @Techneverworks.

Thank you for joining the thread and sharing that you're experiencing the same issue. I understand how you are feeling and appreciate your troubleshooting efforts. Please provide your Fitbit app version and the OS of your iPhone for further investigation. To see which version of the Fitbit app you have, tap the Today tab > your profile picture > Help. The app version is at the top.

Regarding your concern, similar to many online services, our Terms of Service don't allow customers who are under the minimum age to create standard Fitbit accounts. The minimum age is 13 (customers in the EU may have different minimum age guidelines based on their country). This is done for purposes of child privacy and protection. 

Looking forward to hearing back from you.