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??

[SoCaliLover]

Thank you!  One question, if I delete the app, does it delete the data or is that saved online?

[LiliyaFitbit]

Hi @SoCaliLover, thank you for your reply. Welcome to the Fitbit Community, @SunsetRunner. 

@SunsetRunner thank you for joining the thread and sharing that you're experiencing the same issue. I appreciate your efforts to resolve this and would like to confirm if you've tried to log out of the app and then log back and force quit the app. If the issue persists please provide the model of your phone and the OS, I will be glad to investigate further. 

@SoCaliLover thank you for your efforts. While some users didn't lose the data after uninstalling and reinstalling the app, I recommend first to log out/log in and force quit the app. If the issue persist, let me know the model of your phone and the OS. This information will be helpful to our team to investigate the issue and work on the fix. 

Please keep me posted. 

[SunsetRunner]

Hello @LiliyaFitbit  

  Yes I have tried logging out and closing it. I did also uninstall restart phone and reinstalled as well. I have an iphone 7 plus. ios version 13.3.1. It actually just started working just now.

  Thank you,

Faye

[LiliyaFitbit]

Hi @SunsetRunner, thank you for your reply. I am sorry for the delayed response.

I appreciate your efforts and the additional details. I am glad to hear the Family account is working now. Thank you for posting the update here. 

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

I'll be around if you have any additional questions.  

[blowyzoe79]

Do you loose the data when you delete the app ? 

[blowyzoe79]

I have this issue 

Update:

Please can some one advise if I delete the app do I loose my data ?? 

Moderator edit: merged replies

[SunsetRunner]

Hello,

   When I deleted it I didn’t lose anything. I just had to log back in

[LiliyaFitbit]

Welcome to the Fitbit Community, @blowyzoe79. It's nice to see you around, @SunsetRunner.

@blowyzoe79 You shouldn't lose any data when you uninstall and reinstall the app. I could see that you got in touch with our Support team about this and that they were able to assist you. Thank you for your time and efforts.

@SunsetRunner Thank you for sharing your experience. 

I'll be around.

[Miarana2006]

That didn’t work for me.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Miarana2006.

Thank you for joining the thread and sharing that you're experiencing the same issue. I appreciate your troubleshooting efforts and would like to confirm if you've created a Fitbit family account by following the steps from this help article: How do I set up Ace for my child?

See you around.