Child accounts still not deleted after 7 days

[karengaidasz]

It has now been almost 2 weeks since l deleted the extra child accounts that we accidentally set up on Christmas.  I followed all the directions to remove the accounts and then I waited well over 7 days and they are still there. This is frustrating - why can't I just delete them?

Moderator edit: format

[SelmaFitbit]

Hi @karengaidasz! Let me give you a warm welcome to the Community Forums!

Let me help you out with the difficulty you're experiencing on deleting the extra child accounts created. Can you please confirm you followed all steps on this article? 

If you have, can you please confirm if you received any error message or got any confirmation of the account being deleted when clicking the link in the email sent to you? 

Look forward to your response.

[karengaidasz]

Thank you for the reply.  I did follow the exact steps as outlined in the article you referenced. I received the cancellation emails but did not receive a confirmation email saying the account(s) were successfully cancelled.  I tried several times to repeat the steps and I get the message “Failed to Delete Child Account. Please Try Again Later”.  Any other suggestions would be appreciated.  Thanks!

Update: @SelmaFitbit -what should my next steps be?  Thanks!

[SelmaFitbit]

Hi @karengaidasz, thanks for getting back and sorry for the delay on getting back to you. 

I've reviewed this with the team and we actually have some reports of having this issue with Android Devices. Child accounts specifically aren't deleted. In this case my best suggestion would be to delete the family account and start over. 

Thanks for your understanding. Keep me posted if anything else comes up. 

[karengaidasz]

Hmm.. ok - but we all have iPhones.

Update: 

@SelmaFitbit Thanks for your reply.  My children and I have iPhones so I am not sure why we would get the error. If we delete the account do we lose all our data?  I have years of data I don’t want to lose

[SelmaFitbit]

Hi @karengaidasz, thanks for your reply and for the details on the devices that you're using. 

To answer your question, deleting the family account would only delete the information from your kids trackers, having to set them up once more. Your account's personal information and data taken through the years will remain. 

In this case I'm going to reach out to our support team and get them in contact with you. Please, keep an eye on your inbox for more instructions and if you need more help, feel free to let me know!

[Giampi71]

Hello, 

I have a similar situation (using Android as well). Apparently the "terminate child"  is working but I never receive any confirmation request email so the operation is not going to be executed.

In addition it is not possible to "terminate family" because there are still some members associated.

[JuanJoFitbit]

@Giampi71 It's good to see you here my friend! I'm sorry to hear that you haven't received the confirmation email. Let me go ahead and send your case to our Support team and they'll be happy to investigate further and provide more information about your request.

Let me know if you have any questions!