Can't set up Ace 3 with my phone

[Blaze611]

I am almost iñ tears.  I am trying to set up the Ace 3 onto my fitbit app. I can not get the 4 boxes to come up for the code and when I do, I get a red cross on the Ace 3. This has been going on for weeks.  Please some one help me?

Moderator edit: subject for clarity 

[Odyssey13]

Hi @Blaze611  the Ace 3 can only be used as part of a Family Account. Did you set up one? It's made for children and has to be set for a child's account.

[Blaze611]

Yes. I have set up the family accountSent from my Samsung Galaxy Tab A on the Telstra Mobile Network

[Odyssey13]

Try seeing if customer support can help you. 

Fitbit customer support is doing their best, but right now be prepared for longer wait times. Please be patient. Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[Blaze611]

Hi there, it just keeps saying its connecting but doesn't connect. I'd really appreciate your help.