Can’t find ‘Create Family Account’ option

[Amil8181]

Last month my son got an Ace 2 and I couldn’t find the option to set up a family account and ended up just adding his device on my account (I no longer have a Fitbit), this hasn’t been ideal as he gets notified when my phone rings! My other son also got an Ace 2 yesterday so I really need to set up a family account but I just don’t have the option. I have made sure my app is up to date and I have logged out the app and turned off my phone (iPhone 7) But it’s still not there. Any suggestions?????

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @Amil8181.

I appreciate your participation in the Forums and sharing that you don't see the option to create a Family account for your son's Ace 2. Thanks for trying to resolve this, I appreciate the additional details and I am here to help. I recommend uninstalling and reinstalling the app. Since another Ace 2 is paired to your account, it could be the reason why you don't see the option to create a Family account. I recommend following the correct steps to pair the Ace 2 trackers in this help article: How do I set up Ace or Ace 2 for my child? 

You can add more child accounts to your Fitbit Family account by following these steps: How do I add more child accounts to my Fitbit family account?

I've shared your post with our Support team and they've mentioned that you already have a case with them. I know they will be glad to help you out and provide a solution, please keep working with them.

I'll be around if you have any questions. 

[Amil8181]

Thank you for your reply. I am now dealing with the support team because nothing we are doing has worked. I have every faith that they will fix it. Xx

[LiliyaFitbit]

Hi @Amil8181, thank you for your reply. 

I am glad to hear you're working with our Support team. Thank you for your time and efforts. I know they will be glad to help you out and provide a solution since they have already all the details and special tools to continue assisting you. 

Let me know if you have any questions.

[Amil8181 · Accepted solution]

It’s fixed!!!! I’m such a wally, I checked my date of birth and I had put it in wrong (it’s been like that for years!). I changed it and tada the option appeared! 
Can you let the support team know that it’s been sorted? 
Thank you x

[LiliyaFitbit]

Hi @Amil8181, thank you for the update!

I am glad to hear that the issue is resolved. Thank you for sharing your solution! I've sent this information to the Support team. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members.

Keep on visiting the forums. Happy stepping!