Family account - can't switch to kid view

[Zoey2020]

This seems like it is an ongoing issue. I cannot log in to my child's account. Every time I try to switch to kid vie it just keeps thinking then when I close the app it kicks me out.

Also, the app isn't syncing with the Ace2.

Please help as I am about to throw away this thing...Urgghh 

Moderator edit: subject for clarity

[elidra]

We're having the same problem. Any resolutions yet? We've uninstalled and reinstalled the app with no change. Logging out then in does nothing because as soon as you click on switch to kid view it spins endlessly. Then when you close the app, it logs you out anyway. Super frustrating!!

[LiliyaFitbit]

Welcome to the Fitbit Community, @Zoey2020 @elidra.

I appreciate your participation in the Forums and sharing that you're unable to switch to kid view. Thanks for trying to resolve this, I totally understand how you are feeling and I am here to help. 

@Zoey2020 I recommend doing the following:

1. Log out of the app.
2. Force quit the app.
3. Restart your phone and the tracker: How do I restart my Fitbit device?
4. Log into the Fitbit app and check if the issue persists.

You can confirm the steps to sync the tracker in this help article: How does my child sync Ace or Ace 2 with their device?

@elidra thank you for sharing the steps you've tried. I recommend to force quit the app and restart the phone. I also recommend confirming if your child's tracker is paired properly to your Fitbit family account: How do I set up Ace or Ace 2 for my child?

Please keep me posted, I'll be around.  

[elidra]

I was able to connect my son's Ace tracker to his phone after restarting both the phone and the tracker, uninstalling the app and reinstalling. However, my daughter only has an Amazon Fire tablet which does not look like its compatible, so I need to connect her Ace to my phone. I followed the same steps and it did not work. I then connected her device to my phone, but still when I try to switch to kid view, it just spins. Then when I close the app, it kicks me out and I have to sign in again. We just switched to iphones from android devices which is why we're having to reconnect everything. I never had any trouble with the android phones. Extremely frustrating!

[LiliyaFitbit]

Hi @elidra, thank you for your reply.

I appreciate your efforts and the additional details. I am sorry that you are going through this situation, I totally understand how you are feeling. Since the steps you tried didn't work, I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

Let me know if you have any questions.

[Zoey2020]

Thank you for your reply. I’ve tried uninstalling, resetting it, You name it. Nothing has worked. I’m just patiently waiting for the issue with the app to be resolved.

Thank you again!

[Zoey2020]

Same here. Daughter doesn’t have a phone so my only option is from mine. Keeps spinning and then I have to log back in.

Hopefully it gets resolved soon.

[LiliyaFitbit]

Hi @Zoey2020, thank you for your reply. I am sorry for the delayed response.

I am sorry to hear the issue persists, I appreciate your efforts and the additional details. I recommend to clear the cache on your phone and after that trying to switch to kid view.

Let me know how it goes. 

[Litalmac]

I have done everything you’ve mentioned above but cannot switch to kid view on my iPhone.  It worked fine til this recent update.  Now it just gets the infinite spinning wheel. I can switch to kid view on my laptop HP app but cannot connect any trackers to the Bluetooth on the laptop.  I was then going to just upgrade my 3 kid’s accounts to regular accounts to bypass switching to kid view just so I can sync the trackers but I cannot upgrade on the laptop app or online via the website.  I have 3 trackers I’m unable to sync and now have random alarms going off unless I don’t charge them.  Super frustrating.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Litalmac. I am sorry for the delayed response.

Thank you for joining the thread and sharing that you're experiencing the same issue. I appreciate the additional details. I am sorry to hear you are going through this situation, I understand that this can be very frustrating. Our team is currently working to resolve this issue and hope to have a fix soon. Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution.

I am sorry for any trouble. I appreciate your patience and look forward to getting you back on track.

Fitbit Ace or Ace 2 trackers can be connected to an iPhone, iPad, Android phone, or Windows 10 device to transfer (or sync) data to the Fitbit app. For more information, please see this help article: How do I sync Ace or Ace 2 with my device?

Let me know if you have any questions.

[Litalmac]

I have no issues connecting them to my iPhone, but still can’t access their account via kid view. Is there a way to upgrade their kid account early, so I don’t have to rely on kid view. I have secure emails for each of them and rather just monitor it myself.