Family account missing after update

[TrudiCh]

My daughter has an Ace 2, I have a Charge 3, and j had her set up on my app with a family account. I have had no problems switching between kid view and parent view...until the latest update. The family account has disappeared, and when I go to ‘create new family account’ I get a prompt to say I already have one - and that’s it. How do I get my family account back on my phone app??

[Lauraannb]

This has happened to me too! So no help but would like to follow your message and hopefully get it resolved 

[LZeeW]

@TrudiCh  @Lauraannb    The most recent "update" was an iOS app update to v.3.13.  This is my first step when an app update does wacky things -- I delete the Fitbit app and re-download it from the App Store.  If that doesn't work, I will delete the Fitbit App, restart my phone, then re-download it from the App Store.

If these simple steps don't work, please reply back to me and I will flag this for moderator attention.

[Lauraannb]

Hi thanks for your reply. I tried both these and it still doesn’t display the kids despite saying i already have a family

Sent from my iPhone

[LZeeW]

@Lauraannb   Thanks for the update.  I will flag this to get moderator attention.  Do you or @TrudiCh have more than one guardian on the account and did the same thing happen to the guardian?

I looked and both the Android and the Ace/Family Accounts forums and don't see any reports of this issue there.

[Lauraannb]

No just me sorry

Sent from my iPhone

[LZeeW]

@Lauraannb    I asked about other guardians to see if all guardians have the same problem.  I told the moderator that the problem involves multiple users.

[TrudiCh]

@LZeeW thanks for your reply. Apologies for the delay in responding, I am in NZ and so in a different time zone to you! This appeared to work for me - I deleted the app, turned off the phone, reloaded the app and now I can see my daughter/switch to kid view. She will be so pleased when she wakes up! Cheers!

[TrudiCh]

@LZeeW i am the only guardian on my daughters account.

[Lauraannb]

Sorry I meant I’m the only guardian- but thanks

Sent from my iPhone

[LizzyFitbit]

Hi @TrudiCh and @Lauraannb. Welcome to the Community Forums. @LZeeW, it's always great to see you here and thanks for your awesome help!

@TrudiCh, thanks for the update and for your efforts while trying the steps suggested in this thread. I'm glad that the Family Account is now working for you and I'm sure your daughter will love the news! 😊

@Lauraannb, I appreciate you for trying the steps suggested by our friend @LZeeW. This is an unusual behavior and I'm wondering if by any chance are you able to use a different phone/tablet to see your Family Account? If that's not possible or if the issue persists, I'll need you to provide me with your iPhone's model as well with a screenshot of what is displayed in the Fitbit app. These details will help me to further investigate.

Keep me posted.

[LZeeW]

@LizzyFitbit   There is another user who tapped on the Affects Me Too, but I can't get her name into the conversation using the "@" function.  Can you get her included?

[Twinningflynns]

Deleting the app, restarting my iPhone, and reloading the app restored my family account.

[LizzyFitbit]

Hi @LZeeW. It's great to see you here. @Twinningflynns, welcome on board! I'm sorry for the delay.

@Twinningflynns, I appreciate you for trying the steps suggested in this thread. You did a good job and I'm glad that you were able to access your Family account. I hope you and your family can reach your fitness goals! In case you have time, I'd like to invite you to visit our Discussion Board where you can share your experiences, meet people and create new topics.

@LZeeW, thanks for stopping by to help our members. While I'm unable to tag the members who tapped the "Affects Me Too" button from the drop down, they'll receive updates from this thread after being subscribed. I'll still let our team know about this. 

Hope to see you around!

[Rob247]

I’ve updated to version 3.14 but now I cannot access my family account, therefore, can’t sync my child’s Ace2.

Instead of being able to go to my family account I get the option to create a family account but then it comes up with a pop up saying account already created.

Do I need to update a setting or is this a new bug?

[LiliyaFitbit]

Welcome to the Fitbit Community, @Rob247. I am sorry for the delayed response.

I appreciate your participation in the Forums and sharing the difficulty you're experiencing with accessing your family account and syncing your child’s Ace 2. Thank you for providing the additional details. I recommend to force quit the Fitbit app. For iOS see this article, and for Android see this article. You can confirm the steps to sync the tracker and switch to kid view in this help article: How do I set up Fitbit Ace devices?

Please keep me posted, I'll be around. 

[MichelleSmith1]

I have the same issue as Rob.  My child's Ace2 no longer shows on the fitbit app as I cannot access my  family account.  The only option is to create a family account - but when I try to I get a pop up saying that it already exists.  
Currently, I cannot sync my child's Ace2.  😞

[MichelleSmith1]

Sorry, I meant to add to my previous post that I have done the forced close on the fitbit app (in fact I do it anytime I am finished with it) and it did nothing.  

[MichelleSmith1]

Hi Rob, If it's any help to you.  I just added the device again - using "+ Set up a Device".  Everything seems to still be there... but no "switch to kidview/parent view" as it is listed as a separate device in the account screen.  All of the stats seem to be there still too.

[L111DDE]

This didn’t work for me either!