Unable to change from my account to a kid's account.

[chance66]

I just got my daughter a kid's Fitbit Alta and installed the fitbit app on her iphone. However, when I tried to set up an account for her the app said I had to set up a family account and then create a kid's account within that. So I did. However, every time she opens the app I have to log in and when I try to change to kid's view the app just hangs. Is there something I need to do so she a) doesn't need me to log on for her and b) can view in kid's view? Please help someone.

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @chance66, thanks for joining the Fitbit Community, it's great to have you on board. 

I appreciate you have brought this to my attention. At this moment I was able to replicate the issue you were experiencing and what it works for me was force-quitting the Fitbit app. When you're changing to "kid's view", if the app keeps hanging, force-quit the app by double tapping the home button on your kid's phone, then swipe up the app. Open the app again and try to change to "kid's view" again. If this doesn't seem to work, log out from the app, restart the phone and log back in. 

Please note that after changing to "kid's view", it's not necessary for you to log in again each time the app is opened up in your kid's phone. Keep in mind that at this moment only Fitbit Ace can be connected to a child account, not an Alta. 

I hope this can be helpful, if there's anything else I can do for you, please feel free to reply. 

[chance66]

Thank you MarcoG. I'm really disappointed that the Alta won't pair and wish I'd realised this before I'd got her it - I would have bought the Ace instead. She's been wearing it for about a week now so I can't even return it. I found out about it on reviewers list of best fitness trackers for kids so I assumed the app would be for kids too. She seems happy enough with the seeing her results on the fitbit display so I guess I'll just have to be happy with that too.Thank you for taking the time to reply.

[MarcoGFitbit]

Hello @chance66, I hope you're doing well, thanks for taking the time to reply. 

I understand your concern about this situation, if you would like to know more about how Family and Kid accounts work, please check this article.

I'm happy to know you will be keeping the Fitbit Alta for your daughter. If you need assistance with it, please let us know, we'll be happy to help.

Happy stepping! 

[CrysFerg]

I have the same issue intermittently between switching from my to my daughters ace. I’ve tried several times this morning and it just lingers on the “switching to kids view” screen. The reverse has also happened. Other times it works fine. 

[MarcoGFitbit]

Hello @CrysFerg, thanks for joining the conversation, it's a pleasure for me to welcome you to the Fitbit Community! 

I appreciate your participation in the forums and I'd like to thank you for reporting this situation. At this moment I would like to suggest you that when the app gets stuck while switching to "Kid's View", please force-quit the app by double tapping the home button on your phone, then swipe up the app. After that, open the Fitbit app and try to switch to "Kid's View" once again. 

I hope this can be helpful, if there's anything else I can do for you, please feel free to reply. 

[Rockpretty]

I too have the same issue. It will resolve by hard closing the app (sometimes takes 1-2 tries) but that isn’t convenient especially when you have two children with fitbits and hard closing each time. Then of course needing to do the same returning to parent view! Any other suggestions? Frustrated 

also, i saw on a previous thread mention of Fitbit correcting the issue of needing a password every time when switching between parent/child acct. any word when this is happening? 

[BDMcA]

This just happened to me.  My daughter wanted an ace2 for her bday and occurred while setting up.  Had to force kill the app 3 times before it would work.

This is pretty horrible when a cirtical bug (That was reproducible!) submitted 2 years ago and still hasn't been resolved.  What are you devs doing??!?!?!  I run 3 times a week, but now remember why i haven't logged into my original fitbit account since 2012.

[mshew]

I’m having the same issue. I tried this and it did not work. 

[Leslie-M]

I’m having the same issue, too.  I’ve reinstalled the Fitbit app and rebooted my iPhone.  Still not working.  When will there be a solution???

[LiliyaFitbit]

Hello all, thank you for your reports.

Thanks to all for the efforts to resolve the issue, sharing the steps you've tried and your feedback. Our team is actively working on this issue. Make sure the Fitbit app and your phone are up-to-date. Could you please confirm your iOS version for us to continue investigating this?

You can confirm the steps to switch to kid view at How do I see my child’s stats in the Fitbit app?

Looking forward to hearing back from you.

[LouRf]

I have the same problem. I am using iPad updated to iOS 13.5.

Have tried updating software, restarting iPad, deleting and reloading app - no success. Would be great if Fitbit can sort this out - my child’s device is completely useless until this is fixed. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @LouRf.

Thank you for joining the thread and sharing that you're experiencing the same issue. I am sorry that you are going through this situation, I totally understand how you are feeling and appreciate your troubleshooting efforts. Our team is working to identify a resolution as quickly as possible. I'll be updating this thread once we learn more. Your patience is truly appreciated.

Let me know if you have any questions.

[Leslie-M]

This is in response to the moderator asking for the iOS version we are using. I have an iPhone X with iOS version 13.4.1.  My daughter has an iPhone 6s with iOS version 13.4.1.  Neither of our phones can “switch to kid view” in the Fitbit app.  (We have both deleted and reinstalled the Fitbit app, and rebooted our phones.)  I called Fitbit support and was told the latest iPhone update that we downloaded on our phones (13.4.1) is causing the issue and that Fitbit is working to create an update that will fix it.  They could give me no estimated timeline for when the fix will be ready.

[LiliyaFitbit]

Hi @Leslie-M, thank you for your reply.

Thank you for providing the additional details, I appreciate your time and efforts. Our engineers are still working on a fix, as soon as I hear more I will update this thread. I am sorry for the inconvenience that you're having. Thanks again for your patience. 

I'll be around.

[DELEE24]

"Switch to Kid View" no longer works for me either.  The issue started for me yesterday, July 6th. 

Here's the process:  Launch app > Account > My Family > Switch to Kid View > app hangs > force close > launch app > sign in > Account > My Family > Switch to Kid View > app hangs > force close > delete app > reinstall app > sign in > rinse. repeat. Nothing works. It's an endless loop and an exercise in futility. 

App and device software is updated: 

iPhone/iOS software version 13.5.1

Fitbit App version:  3.24.1 (970)

This is incredibly frustrating.  We are a Fitbit family (Current devices: Versa, Ionic, Ace and Ace 2) but are seriously considering alternatives, as this is not the only problem we've encountered (devices failing/bricking just out of warranty, and the weather app NEVER works for more than a day or two on my wife's Versa and my Ionic, a long known still unresolved issue) This is just the latest issue...

These devices are too expensive to be so poorly supported.  Fitbit, Apple, I don't care who's fault it is, just please fix it ASAP.   Aside from telling time, my kids' devices are virtually useless without a working app.