Ace 2 has incorrect time but cannot access account to sync

[lissie72]

Our daughter has an Ace 2 that she received well before turning 13. Last year we removed her from the "family" account and set up her own Google account as she is old enough. The Ace 2 never did properly connect with her phone and the App but all was functioning fine.
After a recent charge the fitbit is showing the incorrect time. We have done multiple resets both on the charger and off. No luck.
In trying to access her account (of which we cannot remember the password) we cannot login to the Fitbit app. When requesting to reset a password it won''t send the email to her address. When trying to create a new account with that email it says you can't because there is already one. When trying to create a brand new account with a different email address, that works but then because its an Ace 2 it says you have to sign in with the child's Google account. We're just hopelessly back at square one all the time. We need to login with the gmail address linked to that account, but never receive the reset password info for it.
It's endlessly frustrating and honestly making us question why we even had a fitbit when the login/account process is so messed up. 
At this stage we don't even know if it will sync once we have the app open because it is so screwy with the Ace 2 features for kids but yet she's not a kid, she just likes her fitbit and would like it to have the correct time!!

[Rich_Laue]

Are you logging in using a Gmail account, or the Google account? I believe it should be the Google account with the Google password. 

[lissie72]

We are trying the Google account, but we don't remember the password for it. When we choose forgot password no link is ever sent to reset it. Its an endless loop of frustration, short of setting up a whole new Google account/email for our daughter or a family account of some kind we don't know a way around it and chances are when the Fitbit App finds out its an Ace 2 we're trying to set up its just going to ask to login to a family account. Most horrible login process/account set up and very little documentation or support when there are issues. We may try a whole new family account to see if that works? All we want to do is get the correct time, our daughter very rarely uses the app itself, we just need a sync. At this point it would have been easier to just go buy another brand b/c its getting ridiculous.

[Rich_Laue]

If you have switched over to a Google login, you will log into fitbit with your Google credentials.

YourGoogle log in and Google password 

[lissie72]

Yes, understood about the Google login and password, that was never the issue. It was that we could never reset that password for the existing Google account. We ended up creating a "fake user" that was well under the 13 year threshold for Google and adding that to a family account. Our daughter is over 13 but still likes her Ace 2 as she is slim and doesn't like a lot of the adult sized Fitbits.
It was the only way around this terrible loop of child account/can't access this user/this isn't authorized for this account/cannot re-set password that seems to have been created with Google/Fitbit merge.