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Ace 2 registered with a wrong email has a warranty issue

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‎07-06-2020 22:11 - last edited on ‎07-08-2020 14:17 by

‎07-06-2020 22:11 - last edited on ‎07-08-2020 14:17 by

My son (12) was too excited for his first Fitbit to wait for me to come home. He opened the package and 'registered' it before I was home from work to add him on my family account.

He used an incorrect email (with a typo) that he doesn't own. We tried to create a new email account with the typo, but it was taken.

Then, he forgot the password he used to create his incorrect Fitbit account, so I can't change the email without the password.... and I can't change the password without access to the email.

I called Fitbit customer support, and they can't help because he registered as an adult. "Well, yeah, it wouldn't let me make the account because I was a kid," he explained like it was logical.

So now we have a warranty issue with his Fitbit, but the company can't replace it without us first completing paperwork sent to the incorrect email.

I completely understand this was his impatience and lies that caused this. However, I'd like to get the replacement Fitbit (under warranty) and register it correctly this time. It was expensive (for teacher salary).

 

 

Moderator edit: subject for clarity

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‎07-08-2020 14:14

‎07-08-2020 14:14

Welcome to the Fitbit Community, @umiedotre9.

 

I appreciate your participation in the Forums and sharing the issue you're experiencing with your son's Ace 2 and the Fitbit account. Thank you for your efforts to resolve this and providing the additional details. I am sorry that you are going through this situation, I totally understand how you are feeling and I am here to help. As you mentioned that you have a warranty issue with the tracker, could you please provide the details of the issue? I understand that you have been working with our Support team, have you completed the troubleshooting process and proceeded with reviewing your warranty options? You can take a look at this page for more information about the warranty policy.

 

If the issue is only with the Fitbit account, you can follow the steps from this help article to set up your son's Ace 2 correctly to your Fitbit family account: How do I set up Ace or Ace 2 for my child?

 

Looking forward to your response.

Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.

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