Issue switching to child view

[SineadNict]

Is anybody else having difficulty switching to child view? I’ve been trying since yesterday and it won’t switch over. I’ve logged out and in again. I even tried to uninstall the app and reinstalled it but still no joy. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @SineadNict.

I've moved your post to Ace & Family Accounts board so we can keep our forums organized.

I appreciate your participation in the Forums and sharing the difficulty you're experiencing switching to kid view. Upon checking with our Support team, I was told that you have already contacted them. Thanks for trying to resolve this, I am here to assist you. I would like to advise that our team is currently working to resolve this issue and hope to have a fix soon. Be sure to keep the Fitbit device and app up-to-date to ensure you receive the quickest resolution. I am sorry for any trouble. Thank you for your patience and understanding. 

If you have any questions, feel free to let me know.

[SineadNict]

I was told someone would contact me directly to help resolve the issue but I haven’t had any communication yet. I understand it can take time to fix issues but I can see from the forum this is an ongoing issue since April, what is the estimated time frame to resolve this bug? I can now no longer use the app at all as the data from my watch and now my child’s watch are being mixed together on my dashboard and are not displaying correctly at all. Which renders both watches pointless to be wearing. 

[LiliyaFitbit]

Hi @SineadNict, 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. While I don't have a time frame when this issue will be fixed, I could see that you already have a case with our Support team, please continue working with them. I know they will be glad to help you in the best possible manner. Keep in mind that we may need more than 7 business days to respond, due to recent events affecting our operations. I appreciate your understanding.

Meanwhile, you can do the following to confirm what devices are paired to your Fitbit account: tap on your profile image at the top left and you will see a list of connected devices. If you see your child's tracker paired to your Fitbit account, you can remove it. After that you can pair your child's tracker through the Family account: How do I set up Ace or Ace 2 for my child?

I'll be around if you have any questions. 

[mdenington]

and it’s happening again today.

Moderator edit: format

[LiliyaFitbit]

Hi @mdenington, it's nice to see you again in our Community Forums. 

I appreciate your participation in the Forums and sharing that you're unable to switch to kid view again. Did it happen after some kind of update? Please let me know if you're using an iOS or Android and provide your OS version. I will be glad to investigate further. 

Looking forward to hearing back from you.

[mdenington]

Iphone. iOS 13.4.1

it doesn’t seem to be connected to an app update as it has happened multiple times and I have been able to switch to child view in between. 

it only gives me a “set up family” option instead of allowing me to switch to the family account that already exists. 

[SineadNict]

I still haven’t been able to switch to kid view!! It’s obviously not connected to an update or the phone it’s to do with the app itself. It’s been over a week of being able to use my child’s watch!! 

[LiliyaFitbit]

Hi @SineadNict @mdenington, thank you for your replies. 

@mdenington thank you for providing the additional details. I recommend to log out from the app, force quit the app, restart the phone and log back in. If the issue persists please try to uninstall and reinstall the app.   

@SineadNict I am sorry for any trouble, I totally understand how you are feeling. Our team is actively working on this issue and hope to have a fix soon. I appreciate your patience. 

Let me know if you have any questions.