My family account is gone in the app

[aga.sch]

Hi, tonight while switching between my kids’ accounts my fitbit app started to act up and my family account is gone. Tried everything- restarting my phone, deleting and reinstalling app. Nothing works, logged in online and account shows no paired devices. I even tried to set up new family account and it doesn’t allow me.

Anybody can help please?

Moderator edit: subject for clarity 

[lruplen]

Not able to help you but I am trying to set up a family account and it's not working, my son just got the ACE 3 and I can't even set it up for him.  They must be having issues.  

[aga.sch]

That’s sucks. It would be nice to know if they are working on the issue.

[LiliyaFitbit]

Welcome to the Fitbit Community, @aga.sch and @lruplen.

@aga.sch Thanks for the details shared in your post and for already trying to resolve the issue. I understand how you are feeling about this situation. I was able to see that you have already contacted our Support team regarding this. If you still need help, please feel free to contact our team back as they have already all the details and special tools to continue assisting you. 

@lruplen Thank you for joining the thread and sharing the details of the issue you're experiencing. I recommend to force stop the Fitbit app, restart your phone and confirm the steps to create a Fitbit family account and set up a tracker in How do I set up Ace for my child?

Hope this helps. 

[aga.sch]

Hi, 

Thank you. The issue resolved itself after talking to CS agent. I found it very weird that for good 12 hours the app did not work. However all is resolved and good now. Lets hope it won’t happen again 👍🏻

[LiliyaFitbit]

Thank you for your reply, @aga.sch.

This is great news and I hope you continue enjoying the Fitbit experience! Let me invite you to visit our Health & Wellness board where you can find great tips and encouragement from other members.

Keep on visiting the forums!