Can't reconnect Ace 3 to Fitbit account

[CBrown1022]

Hello, my son turned 13 in September, and at that time his Fitbit account was turned into an adult account. We've had no issues with his Ace 3 and his account until today when he tried to reattach it to his account because it wasn't syncing on his phone but will from mine if I sign into his account.

This is how we've had to update his daily steps and were finally getting around to just fixing it on his personal phone.

every time we go to reset it up it will not let us because he doesn't have the main account in the family 

and it will not let me add it back to my phone either because his 13th birthday has already passed.

so we are kinda in a loop of no progress 😧

ANy help would be appreciated 

Moderator edit: updated subject for clarity

[EdsonFitbit]

Welcome to the Fitbit Community, @CBrown1022.

I'm sorry to hear about the difficulties you experienced with your Fitbit Ace 3. Thank you for trying to get them resolved before contacting us.

Fitbit Ace devices can be connected to Fitbit child accounts only. Since your son's Fitbit account is a Fitbit standard account, it won't allow him to set up his Fitbit Ace 3. After the account upgrade is completed, the Fitbit app will still continue syncing the Tracker to the standard account as along as it is paired to it. If it's removed, there is no option to set it up back. In this case, he can set up a Fitbit device different than the Fitbit Ace series.

For more information about Fitbit family accounts, please visit this article.

Have a nice day.