Goals deleted with every switch between kid/parent view

[Bprim]

Hello,

Every time I switch between kid and parent view (or vice versa), the daily activity goals get zeroed out in the profiles for our Versa and Ace 2. This means we don’t get any alerts for movement, hitting steps, etc. thanks in advance for your help.

[JuanFitbit]

Hi @Bprim ,  a warm welcome to the Community! Thank you for the information provided. 

In order for me to investigate you situation, could you please answer the following questions:

 "the daily activity goals get zeroed out in the profiles for our Versa and Ace 2"  , could you specify here, if the goals reset were on the watch and tracker or on the profile in the accounts?

What device/s are you using to sync the Versa and the Ace 2?

Do you sync both Fitbits with the same mobile device? 

In the meantime, if you have access to another mobile device, please install the Fitbit app and log in with the parent/guardian account. 

Switch to the Child's account and check if the situation appears again. 

I'll be expecting your reply!

[Bprim]

Thanks for the response @JuanFitbit ! Answers below:

- Goals are zeroed out in app for Ace 2 (all goals) and floors climbed zeroed out for Versa. This means devices don’t send any alerts related to our goals for activity. I can get goals back by resigning in to the kid view, entering goals, and leaving it on the kid view profile. As soon as I switch to parent, the Ace 2 goals go back to zero.

- Device is iPhone 6s. Software is current.

- Both Fitbit’s sync time same device.

ill work on downloading the app and trying a different device to test it.

Thanks!

[JuanFitbit]

HI @Bprim , thank you  for your reply and further information.  Our team is looking into the situation but still need some information. 

Could you please provide us with screenshots, where we can identify the data that goes zeroed?

If possible, could you make a picture before and after changing the accounts?

Also I'm curious if you noticed anything while syncing with another device. 

I'll be expecting your reply!

[Bprim]

 

 

 

 

[Bprim]

hi @JuanFitbit . Attached images are above showing mix-ups between my account, my sons account, and our devises not being currently assigned to proper profiles. None of this is consistent, but his activity goals are zeroed out every time I flip back to parent view. Is this helpful? I can provide more detail if possible.

my son has the ice cream icon and has the ace 2. Notice how his profile sometimes shows him as the Versa.