Steps From Charge 3 Somehow Being Sent to Ace 2

[SamLub]

My daughter got a new phone, so I went to move her Ace 2 from the old phone to the new phone. She is linked to me as part of the family account, and everything worked fine before switching phones. Somehow, things went haywire during the transition, because now any steps I take on my FitBit Charge 3 are showing up on her FitBit Ace 2. Not just within the app, but on the FitBit itself! If I take 1,000 steps, all of a sudden her FitBit will show 1,000 steps. And both phones are showing the same # of steps, even though mine says to sync with the Charge 3 and hers says it's syncing with the Ace 2.

I completely stumped the support tech I called this morning, who had me send some screenshots and photos of the two FitBits side-by-side so she can discuss with someone else.She even said "FitBits are supposed to be sending steps, not receiving steps."

Any chance someone out in the community ever encountered this?

And yes, we tried all the remove/add devices, turn off/on bluetooth, etc. steps.

Thanks for the help!

[YojanaFitbit]

Hi @SamLub nice to see you around. Thanks for sharing your comments about the issues that you're having with your Fitbit devices.

I really appreciate your feedback about our support team. Your voice has been heard, we're actively reviewing your responses and providing feedback to the right person. You have done an excellent job troubleshooting your Fitbit. 

Follow these steps to fix this inconvenience with your Fitbit data:

1. Open Fitbit App
2. Tap on your profile picture
3. Tap on Fitbit Ace 2
4. Remove Fitbit Ace from your account

Then check the steps in this article: How do I set up Fitbit Ace devices?

Let me know if you need more information, I'll be around. 

[SamLub]

Hi Yojana,

Thanks for the suggestion, but we tried that (and tried removing my FitBit as well). After we re-added the Ace 2 on my daughter’s phone, it was again showing up in my account on my phone and still receiving the steps from my FitBit. 

[Rich_Laue]

Make sure you are logged into your daughter's account on her phone before adding her tracker to her account. You are still adding her tracker to your account. 

It is to late now but on her new phone all you had to do was install the Fitbit app, log into your account, and switch to family then your daughter's account and the new phone is setup.

There was no reason to remove and setup.. 

[SamLub]

That’s exactly what we did. Her phone was in child view, yet the fitbits are somehow linked. And like I said, my steps are actually being sent TO HER FITBIT, which really isn’t supposed to happen. 

[Rich_Laue]

Contact Fitbit, they will be able to see what is going on. 

Please don't yell at us, we are just fellow users who volunteer our time to help out 

[SamLub]

Wasn’t yelling at you...more just yelling to you. Lol

And as I mentioned in my original post, I did contact FitBit and the support tech was stumped. 

[Rich_Laue]

as you have mentioned, since the first post you have tried different things. Removed and setup trackers. That's why I suggest to contact Fitbit again. If the one you contact doesn't have an answer, then have your case escalated. 

I was simply pointing out that no community board accepts people yelling in all caps. There is italics, bold, underline, or font size that can be used.