Can't switch to kids view

[AntP321]

I just bought both of my kids the Fitbit ace 2. When I created their profile in the family section it then explains to switch to kid view. When I switch to kid view it hangs out on the loading screen and eventually shuts down the app and I have to log in and try again. What is the problem Fitbit? I’ve updated my phone and the app, I’ve restarted everything and nothing is working. I bought these for my kids and I can’t use them because of this problem. When will I get an answer? I called the customer support number and my fiancé reached out on Fitbit support on Twitter and we still have no answers. Don’t you think this is something you should tell people about so we don’t spend money on a device that we can’t use????? HELP ME PLEASE! I specifically chose these over the garmin vivofit 2 because my fiancé and I use Fitbit but I’m really starting to regret that decision. 

Moderator edit: subject for clarity

[George76]

I have exactly this problem too.  I have checked my phone is up to date.  

I have repaired, reloaded etc.

What next please?

I have ensured my phone is up to date, reinstalled the app, repaired the Ace2.  I can't switch to kid view as I just get the spinning wheel. 

Moderator edit: merged reply

[CinnamonT3]

I am also having this problem. My son saved up his money and bought himself a Fitbit and now it cant be set up on his iPad.

He is asking if someone has sued Fitbit yet. 2 years and this problem is still happening?

That's ridiculous. 

[Paulceire]

It would be great if FitBit can provide an update on this thread at least every 24 hours on the resolution status - if the fix is 2 weeks that’s fine at least we all have a target rather than rolling the dice with the app every day only to be presented with the spinning wheel of death on the app. Technical issues happen, we as fee paying end-users just want to be kept informed.
Thanks.

[RooGirl11]

Hi. There has been an update overnight which I have now done. I’ve also logged out of the Fitbit app completely... twice and turned my phone on and off again. There is still no change to trying to sync my daughters Ace2. The time on her watch is also now wrong .... because it needs syncing. This really isn’t good enough. 

[SunsetRunner]

Hi, having the same problem here. It was working fine on my son Ipad. Then I switched to my page on his ipad and since then could not switch back to his kid view. 

[WalkingChrissy]

This did not help.  I deleted the app and reinstalled, and it is still freezing when trying to swap to kids view.  What do I do???

[WalkingChrissy]

This issue has not been resolved.  I cannot switch back and forth between the Guardian and Kids account.

[George76]

I have posted this question on the Fitbit facebook page to see if that brings us any help.  Has anyone made a formal complaint or tried other channels with any success? 

[RooGirl11]

Only what is in this forum 😞

Sent from my iPhone

[Hutchy77]

I’m also having this problem. Been using the fit bits to track and activity and sleep for boys in lockdown as fitness goals but now can’t access any of their data for the last week. Terrible that this hasn’t been fixed. 

any news on the Facebook page?

im going to try twitter!

[Fushnicken]

Ok I got a new Ace 2 for my daughter yesterday and experienced the same problems as described here.

I have a fitbit and could not swtich to kids view etc.

Here is what worked for me:

1. I used my wifes phone (who does not have a fit bit, but added her as a family member.

2. Switch to kids view without the Ace2 synced to that device.

3. Once in kids view add the Ace 2 to sync to my wife's phone.

4.  Because the app was not finding the Ace2, reset the Ace 2 by holding the button until you see the smiley face while it is charging.

Hopefully this brings you some joy.  I also had to do some fiddling around but I eventually got my daughter to join the step challenge with me and her uncle.

[Hutchy77]

Unfortunately that won’t work for us. We have two Fitbit ace and not enough tablets to sync each one individually. This has worked fine for us switching profiles in the app for the last year but since the latest update we can’t sunk anything 

[WalkingChrissy]

My husband put the fit bit app on his Samsung phone, for our daughter to "use as her phone" and it seems to be working.  

[George76]

No reply on facebook so far.  Did you try twitter? 

I've found the CTO on Linked in.  I'm going to try that if no response shortly.    I understand the global circumstances cause delays at the moment but this system seems to have persisted for some time so that is no excuse for Fitbit to leave us like this.   

[aagso]

Tried updating app, reinstalling app, on iPhone and iPad both and still can not switch to kid view, and can not sync the Kids Ace... This is getting annoying... Please look in to this and fix this..

[Lisahindle]

I am unable to switch the kids view so my child can not use his Fitbit. I have uninstalled and reinstalled the app on mine and his phone. 

[Syoung81]

Same problem. I have tried deleting the app and reinstalling, logging out of the phone, logging out of the app etc. nothing is working. Please fix ASAP. 

[AndreaJoyy]

Same exact problem.  So frustrating and my three kids are bummed I'll have to return them.  I'm reading the other comments and noticing this has been a problem since 2018 - SINCE 2018?!?!?!?!!? What the hell?  Love my Versa 2, but seriously fitbit can't get the kid Ace together?

[lizzieb17]

I spoke to customer support on Chat.  She said they are aware of the issue and are trying to identify the issue and correct it.  No ETA.

[Lisahindle]

Thank you!

Sent from my iPhone