Changing to kidsview crashes app

[PWNDS]

Please fix the Fitbit app for iPhone: since the last update the app crashes immediately as you change to kids view. Already notified you on this a week ago! Still not working 😣

Moderator edit: format

[JuanJoFitbit]

@PWNDS It's great to see you in our Fitbit Community! I'm sorry to hear that your Fitbit app crashes when you change to your kid's view. Thank you for reporting this before contacting our Fitbit forums. I would like you to try logging out of the app, restart your phone. Then open the app, log in and try changing to the kid's view and see if the app stops crashing.

Let me know how it goes! 

[PWNDS]

Unfortunately this didn’t solve the problem, do you have an other suggestion?

Can you please answer? Still not working! 

Verstuurd vanaf mijn iPhone

Moderator edit: merged reply

[JuanJoFitbit]

@PWNDS Thank you for getting back and trying the troubleshooting steps mentioned above! Please try to force quit from the Fitbit app and clear cache and cookies by going to your Phone's Settings > Manage Apps > Clear Data. Then try opening the app once again and try to switch to kid view.

Keep me posted on the outcome! 

[PWNDS]

Hi @JuanJoFitbit 

Still not working unfortunately, I even removed the app from my phone en reinstalled it. Still not fixed. 

So my question stands. 

[DramaQueenDiva]

I'm an Android user, but I noticed in my Google Play store that there was a Fitbit app update.  You may want to check your App store to see if there's an update.  If you update the app, this may solve your issue.

[JuanJoFitbit]

@PWNDS My friend @DramaQueenDiva pointed out an important detail. Please make sure that your phone has the most recent app version and see if the issue gets resolved.

Let us know if this fixes the issue! 

[PWNDS]

Like I already told: I deinstalled the app and reinstalled it. By reinstalling I automatically install the latest version. I keep trying and failing to switch to kids view. Maybe @JUANJO you can start telling the app makers from your company this problem occurs (maybe you should have done that in the first place a few weeks ago). Meanwhile the Fitbit from my son is useless and I’m already waiting for weeks for a solution!! I’m not happy with this. It’s not the first time Fitbit fails in its customer care. Please give a solution from your side, my work with reinstalling, clearing cache, mailing you in this forum is done; it’s your turn now!
Otherwise I will file a complaint.

[JuanJoFitbit]

@PWNDS Thank you for taking the time to try the troubleshooting steps. Our team is currently looking and working on a fix to this issue. Thank you for reporting this and once a solution is available, we'll make sure to post it.

I appreciate your patience and understanding with this.

[pam53154]

I have been having the same issue. There is an open support case but it seems to have gone cold. I have uninstalled/reinstalled the app already, and am on the most recent version of the app. It started a few months ago, around the same time as the other user. It is extremely disappointing since I paid good money for the Ace tracker only recently and cannot use it as intended. It crashes both on my iPhone and on our iPad.

[Jembe888]

I have the same problem. It is trying to change, but noting happens.

[JuanJoFitbit]

@pam53154 @Jembe888 Thank you for joining us in this thread and our Fitbit Community! I'm sorry to hear that you are also experiencing issues whit the Fitbit app. Our team is actively working in order to have a solution released soon. I really understand how frustrating this is for you guys and appreciate your feedback since this helps us to keep improving.

Once a solution is available, we'll make sure to post it here.

[a_phillips]

Dear Fitbit,

You continue to underwhelm the world with your suspect customer service and lack of product support.

Imagine Santa delivering a fit bit ace to a 9 year old girl on Christmas morning only to learn that the device is useless as there is no possible way the device can be setup on the current app.  Apparently this issue has been open for at least a month and yet again, Fitbit has chosen to do nothing to support their customer base. 

But the joke is on us, as we were stupid enough to actually purchase yet another crappy product from your crappy company.

Please fix your app, your customer service, your products and your company.

PS I want my money back.........thieves

[MiloEV]

My daughter just got the Fitbit Ace from Santa and I have the exact same problem. The app crashes when I try to switch to kidview. What is the status on the fix? Thanks. 

[SamSalmon]

I’ve got the same problem. Worked fine yesterday(was a gift for Christmas) however today, I cannot switch to kidview ☹️

[SamSalmon]

I’ve spent the best part of an hour trying to sort this - what has worked for me is switching to parent view from the family part - not by clicking on the name in the friends section 

[Nuernbam]

Same problem here. Fitbit Ace was gift from Santa but so far useless because unable to access kids view. Eventually was able to access it while setting up but have been unable to since. App freezes. Restarting phone and reinstalling app does not help.

[MiloEV]

Thanks Sam. This worked for me too!

[SamSalmon]

Awww fantastic! Glad I’ve helped 😊

Sent from my iPhone

[pam53154]

Many thanks! This worked for me too.