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Lost steps and active minutes after syncing Ace 2

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‎06-08-2020 18:47 - last edited on ‎06-10-2020 13:02 by

‎06-08-2020 18:47 - last edited on ‎06-10-2020 13:02 by

This is our first day with an Ace 2. The device is linked to my iPhone X because my daughter does not have her own device. She happily hit her goals today and was so excited to make her flower grow. This evening when I switched from my account to hers to sync, at first it showed all her met goals and high step count. Then suddenly it “lost” steps and active minutes. Even worse, it changed the stats on her wrist right before her eyes and her flower shrank! What on earth happened? How can this be fixed/prevented in the future? 

 

 

Moderator edit: subject for clarity

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‎06-10-2020 13:00

‎06-10-2020 13:00

Welcome to the Fitbit Community, @bbbschwartz.

 

I appreciate your participation in the Forums and sharing that your daughter's steps and active minutes disappeared after syncing. I totally understand how you are feeling as your daughter would like to enjoy her new Ace 2 without any issues. 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 your 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. 

 

Let me know if you have any questions.

Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.

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