App stuck on gathering data

[Mark2022]

My app is stuck on gathering data for the last 36 hrs. I got an ace 3 for my son and added it to my app. I had to log out and log back in, when I logged back in my section is missing lots of sections completely like zone minutes, sleep, health, heart rate etc. it does show calories burned, weights, food consumption and has all the data going way back. I have reinstalled the app twice, restarted my phone and Fitbit numerous times etc etc. 

when you pull down on the app it just says gathering data

[SunsetRunner]

Hello @Mark2022 

I see you added your son to your account with an Ace 3. When you did you created a kid view and a parent view. It sounds like when you logged out and back in your still on kids view possibly. 

To switch from parent view to kid view:

1. Tap the Today tab, and tap your profile picture.
2. Tap My Family.
3. Under your child's name, tap Switch to Kid View.

To return to your Fitbit account:

1. Tap the Today tab, and tap your profile picture.
2. Tap Switch to Parent View, and confirm.
3. When prompted, enter your password.

Also…look at your mobile devices Bluetooth and ensure your Fitbit says connected
you can find more information here:https://help.fitbit.com/articles/en_US/Help_article/2347.htm

😃I hope this helps. Please let me know

[SunsetRunner · Accepted solution]

I think you will find this YouTube video super informative as well as it visually shows you how to seemingly go between parent view and kid view: https://m.youtube.com/watch?v=LgiqI-IbmEM

[Mark2022]

Thanks but that’s not the issue, I can switch between views. When I go to adult view there are complete sections missing and it says gathering your data when you refresh. 

[SunsetRunner]

I understand @Mark2022

When you are in parent view tap profile picture is the name of your Fitbit listed there? Try restarting your Fitbit and see if that resolves the issue: https://help.fitbit.com/articles/en_US/Help_article/1186.htm

[Mark2022]

I have restarted my Fitbit a number of times, turned off my phone, turned off blue tooth and deleted the app multiple times and still the same!!! 
I have deleted my son’s profile but that takes 7 days to be removed for some reason 

any other suggestions?

[SunsetRunner]

I’m sorry @Mark2022  but I’d suggest presenting your thread here: https://community.fitbit.com/t5/Ace-Family-Accounts/bd-p/ace. It is a thread that deals with Ace Fitbits exclusively and a moderator monitors the site regularly. You would get better exposure on your particular issue there. I’m sorry I was unable to assist you completely.

[Jude2022]

I have the same issue right now. And I haven’t changed anything in the device and the blue tooth is connected 

[Jude2022]

Meant to say I have a Charge 5

[Mark2022]

What I had to do was was reinstall the Fitbit 

tap on your profile picture and go to account 

go to set up device and select you Fitbit and re install from there. That solved it for me

there is a Fitbit phone line to ring if that doesn’t work

[Jude2022]

Thanks will try it