Ace 2 won't sync to new device

[Shellys98]

My son has had a FitBit Ace 2 for a year. We had the app on his iPad and all was working fine. He got an iPhone and we have tried repeatedly to get his device setup on the app on his phone & the app will not find the device. We’ve been through all the fix ideas in the Fitbit Community forums. All the steps suggested. Multiple times. The phone will not find his device to add it in the app. It’s under my account in the family account and my device adds to his phone fine. We’ve deleted everything and installed again, reset the device, updated the iOS, updated the app. We have exhausted every Avenue to try. Multiple times. Everything still works on his iPad. But his iPad is on its last leg, so we don’t expect it to last much longer. Hence why we were trying to get it moved over to the iPhone. Help?? 

Moderator edit: subject for clarity 

[JohnnyRow]

Are you saying you have it in a family account, and you are also trying to connect it as a stand-alone?

[LiliyaFitbit]

Welcome to the Fitbit Community, @Shellys98. It's nice to see you around and thank you for your help, @JohnnyRow. 

@Shellys98 Thanks for the details shared in your post and for already trying to resolve the issue. I understand how you are feeling and recommend confirming the following:

1. Remove the tracker from the Bluetooth settings on your son's iPad (On iPad, tap Settings > Bluetooth > the information icon next to the name of the Fitbit device > Forget This Device)
2. Open the Fitbit app on the iPhone and log into your Fitbit account.
3. Make sure iPad is not nearby or turn off Bluetooth on it as the Bluetooth connection can be interfered.
4. Confirm if you're able to switch to kid view: How do I see my child’s stats in the Fitbit app?
5. Try to sync the tracker: How does my child sync their tracker with their phone or tablet?

Hope this helps!