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??

[LiliyaFitbit]

Hi @MichelleSmith1, it's nice to see you again in our Community Forums. Welcome to the Fitbit Community, @L111DDE. 

@MichelleSmith1 thank you for joining the thread and sharing that you're experiencing the same issue and can't sync your child's Ace 2. I appreciate your troubleshooting efforts and helpful suggestions. I recommend doing the following:

1. Unpair Ace 2 from account: How do I remove a Fitbit device from my account? 
2. Restart mobile device
3. Factory reset the tracker: How do I erase my Fitbit device?
4. Pair Ace 2 back to Fitbit account: How do I set up Ace or Ace 2 for my child?

@L111DDE I am sorry to hear you're experiencing the same issue. Please confirm if after following the troubleshooting instructions above, you continue experiencing the difficulty. 

Please keep me posted, I'll be around. 

[Simon152]

Hi Everyone,

I had the same issue and I found by deleting the app and re-adding the app fixed the issue

Simon

[L111DDE]

Hi

Did you lose your data?



Sent from my iPhone

[Simon152]

I didn't lose anything, only had to log back into my account.

Was a bit unsure of the previous fix and loss of data.

[MichelleSmith1]

I have since connnected to the support chat - and they have resolved the issue  by logging out of the app and re-logging in.  Wish I had thought of that!    

[Simon152]

I dare say that would be the first try if I knew that!

[LiliyaFitbit]

Welcome to the Fitbit Community, @Simon152. It's nice to see you around, @L111DDE @MichelleSmith1 I am sorry for the delayed response.

@Simon152 thank you for joining the thread and sharing your solution. I am sure this information will be helpful to other users. 

@MichelleSmith1 I am glad to hear our Support team helped you resolve the issue. Thank you for your time and efforts. 

@L111DDE have you tried the steps provided by @Simon152 and @MichelleSmith1? 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members.

Let me know if you have any questions.

[allan111]

Family account no longer working, when I click on family account it says account already exists but I can’t get access 

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome back to the Fitbit Community, @allan111. I am sorry for the delayed response.

I appreciate your participation in the Forums and sharing the details of the issue you're experiencing with your Family account. I recommend logging out of the app and then logging back in.

Let me know how it goes, I'll be around.

[TinekeK]

I'm having the exact same issue.
I can not see my daughters device on my fitbit account any more.
I can only select 'create family account' and when clicking that a green screen insert appears and after couple of seconds is says family account already exists.

I have tried to install the Ace 2 of my kid on the Ipad but that is not working either althoug there is bluetooth on that device.
Hipe this can be sorted soon.

[Chewobbly]

I had to completely uninstall the app from both my devices, then reinstall
it, then also hard restart the ACE 2. Now it is syncing again. Hope that
helps!

[LiliyaFitbit]

Welcome to the Fitbit Community, @TinekeK @Chewobbly. 

@Chewobbly thank you for joining the thread and sharing your solution. I appreciate your time and efforts to help other users! 

@TinekeK thank you for providing the details of the issue you're experiencing. I appreciate your troubleshooting efforts. Have you tried to log out of the app and then log back in? If the issue persists, please try the steps suggested by @Chewobbly. For more information about Fitbit Ace devices, please see this help article: How do I set up Fitbit Ace devices?

Please keep me posted.

[Mommywoman]

Was having the same issue after pairing a new device. Logging out and back in again did the trick and I could access the family features again 🙂

Glad this question was posted and that it was easily fixed! Thank you!

[LiliyaFitbit]

Hi @Mommywoman, it's nice to see you again in our Community Forums. 

Thank you for joining the conversation and sharing that you were able to resolve the issue by following the instructions in this thread. I appreciate your time and efforts. 

Have you checked our Discussions board? There you can share your story, find some fitness tips, recipes and more! Give it a look!

Keep on visiting the forums. If you have any questions, feel free to let me know.

[TinekeK]

I have removed the app and installed it again and now it works again.

Thanks all for your support!

[AngelaOrange]

I’m having the exact same problem. Will try removing the app - will it lose any data?? 

Update:

Hi

I set my kids Fitbit up to my account a few months ago. I could go in and see kid view and parent view through the ‘Family’ function. Now the ‘Family’ bit says Create Family account. When touch it it says I already have a family account - but I can’t get into it. It’s so annoying as we no longer have the functions and my kid wants their target steps changing - I can’t see anything they are doing even thought their Fitbit is still connected. 

any tips? 

thanks

Moderator edit: merged replies

[LiliyaFitbit]

Welcome to the Fitbit Community, @AngelaOrange. It's nice to see you around, @TinekeK. 

@TinekeK I am glad to hear you resolved the issue by removing a reinstalling the app. Thank you for posting the update here. 

@AngelaOrange thank you for joining the thread and sharing that you're experiencing the same issue. Have you tried to log out of the app and then log back in first? If the issue persists you can try to remove the app and then install it again. You should not lose any data.

Let me know how it goes, I'll be around.

[SoCaliLover]

I have a Fitbit Charge 2 synced to my app on an iPhone. I had my son's Ace linked to the Family Account. About 3 weeks ago, I can no longer access his Ace stats, I go to the same Account setting but it says Create Family Account (set up Ace for Kids) and when I click that it tells me Family Account already set up.  How do I fix this and what happened? Thanks!

Moderator edit: label

[SunsetRunner]

Hello,

    I did try this and the family portion is still not working

Moderator edit: format

[LiliyaFitbit]

Welcome back to the Fitbit Community, @SoCaliLover. 

I appreciate your participation in the Forums and sharing the details of the issue you're experiencing with your Family account.  I recommend to log out of the app and then log back in first. If the issue persists you can try to remove the app and then install it again. 

Let me know how it goes, I'll be around.