Fitbit Ace family quest not tracking steps only on one parent's account

[MindyF]

We joined the family quest to help our child receive rewards but one family member's step count has not changed from 0.0 since he joined. I checked that the same app permissions are turned on for my phone and his. My phone (working fine tracking steps) is a pixel 9 pro and his (not tracking any steps) is a pixel 8 pro. Both have same Fitbit ace app version. 

[Kodros]

Did that person open up the FitBit Ace App on their phone.  I don't think the step total updates unless you open the app to sync it.  Unless it does it periodically, like once a day.  

[MindyF]

Yes, I had him open it and pull down from the top to refresh the page as well. I also took the phone and tried myself and checked all the settings. I can't figure out why it will not track steps. We viewed Google fit and there are steps in there, so the phone is recording steps fine

[RiekoC]

Hello @MindyF 

Please submit this using the Feedback option in the Fitbit Ace LTE app so that the product team can take a look. Tap on your profile icon in the top right of the app's home page. Select Feedback. Complete the prompts/information and send.

Although you may not get a response, the feedback goes to the team for review.

Just a reminder for those reading this thread, for family members who are only using the Fitbit Ace LTE app, steps are only tracked when detected by the phone. Syncing data from trackers or other fitness apps is not yet supported by the Fitbit Ace LTE app.

[FitbitElli]

@MindyF Thank you for submitting the feedback! Could you please recheck the step count on your family member's Ace app?

[MindyF]

Hello @FitbitElli,

His step count has updated! It's definitely not what he earned prior to whatever was done to fix it, but I will keep an eye out for it to make sure it continues to add steps from here. Thank you!

[Tsj4]

We are experiencing the same thing. Opened Fitbit ace app multiple times on affected device. Fitbit app is tracking properly but steps do not appear in Ace app for 1 parent. 

[Tsj4]

Also checked Ace app permissions and activity tracking is permitted.

[Tsj4]

Interesting. Either way, my steps should not be 0. Send silly that steps from Fitbit doesn't apply here when the accounts are already linked. 

[MindyF]

@Tsj4 I would recommend submitting feedback like they suggested for my family member. although no one directly contacted him, it was addressed pretty quickly it seemed! 

[Kodros]

The release notes said that it will gain more support next year from Fitbit apps. 

[JoyceParsons]

Do you have to carry your phone with you when you walk or do activities for it to track adult steps?

[Kodros]

If you don't have the Ace LTE watch, the steps are counted through the phone app.  Next year they are going to extend it to other devices/apps that will count the steps instead of the Ace LTE App.

[BDixie]

Same exact problem in our family; one Family Quest member is tracking steps the other is not. The permissions were verified to be exactly the same between the two members; yet one member's step count remains at "0", while the member that was added first shows recorded steps. Can't figure it out and it's annoying. 

[Lucielou2]

Same here. Live help was no help.

[RiekoC]

Hello @Lucielou2 

Please share the details for issue you're experiencing so we can assist you.

[Lucielou2]

For about a week, none of my steps were counted even though I make a point of carrying my phone with me and I make a point of exercising with my phone on my person to record steps. After I submitted feedback it started counting my steps again although very few of them at first which I really don't understand. Even if only half of my steps would have counted because I don't have my phone on me at all times-- The amount that would have normally counted is about thirty thousand. Pretty frustrating.

[RiekoC]

Hello @Lucielou2 

Thank you for providing the additional information.

I see that you submitted a feedback report. That is the best way to report the issue to the team since the feedback reports go directly to them for review.

[krusej23]

Has this been updated yet to pull in steps from other watches or is it still pulling from the phone?

[RiekoC]

Hello @krusej23 

I believe it's still limited to steps tracked by the Ace app on your phone.

When there's an update to use the data tracked by other devices, like Fitbits, I think there will be an announcement in the forum.

You might also want to watch tech sites like Android Police, 9to5Google, and Android Authority. They often get leaks about upcoming/ soon to be released/ newly released features.