Can't set up due to no 'Today tab' or profile picture

[Specky]

I am trying to set up my child's Ace 2 following the instructions here:

https://help.fitbit.com/articles/en_US/Help_article/2346/?l=en_US&p=ace_2&fs=Search&pn=1#setup

I have an existing account.

Let me get in at the start that the whole process is stupidly complicated and someone in the user experience department at Fitbit needs to get a new job.

Here's the problem.

The instructions say, "1. On the Today tab, tap your profile picture. Make sure you're in parent view."

And that's where we fail. First, there is no "Today tab". But there is a dashboard with the same icon as that used in the instructions, so I assume it is talking about the dashboard. However, on the dashboard, there is no profile picture. The instructions say, "make sure you're in parent view" - but no guidance is given as to how. Are we supposed to just know?

Now, I can find a screen with a profile picture if I click the icon top right that looks a bit like a profile card. That produces a screen headed "Account". There is no "My Family" on this screen, and if I click the profile picture, I get my profile page, and there is no "My Family" on this screen, either.

How did someone actually produce this? I can't understand how anyone has got it to work.

[Specky]

Update.

I've worked out that the errant behaviour is device-dependent. When I follow the instructions on my Samsung Galaxy S10+, it works. (At least, I can get past step 1 and am now waiting for the device to charge to 50% so that it can do a firmware update. Imagine if you collected your new car from the Toyota showroom and before you could drive it away, they took it off you again to replace the engine.)

However, I don't want my child to be constantly pestering me to access his stats on my phone. I want to connect the device to his tablet. That is where we have the problems I originally set out, being that there is apparently no family capability. I suspect the problem originates in the fact that the app on my phone comes from the Google Play Store, whereas the app on my child's tablet comes from the Amazon App Store. I'm going to guess that the Amazon store is hopelessly out of date and there is no family functionality in the app.

[nancydstrong]

I'm having the same experience. Any solution?

[MK134]

Same problem for me as well. Fitbit, do you have a response? Why won't your app work properly across devices?

[jdchik2]

I am having the same problem as well.  Total bummer that I can't access the family account on the Amazon tablets!

[Windex]

Well said. 

Incredibly STUPID, to not update the Amazon fire app so that it supports this functionality.....

Fitbit revenue Oct 2020: over 360 million.....

GOOGLE! now that you have bought Fitbit, how about fixing this. 

[kmrma53]

I am having a similar issue.  I got an Ace 2 for my granddaughter for her birthday and want it all set up before I give it to her.  It will be linked to my existing account which would need to be changed to a family account.  I am trying to do this on my desktop but I can't find anything that lets me do this. Any suggestions.

[Windex]

If you have an android phone or iPhone go ahead and set up the family account. Then create a child’s account. 

this issue you will face is where the ace2 gets set up is the device that will/should be used to sync with it.

if your granddaughter will be with mom and dad most of the time, then it would make sense to setup the family account on their device (phone). If they don’t have Fitbit’s already, you can sign into the app on their phone using your account. Set up the family account and child account. 

if they do. Ask them to setup family account and create child account, then setup the ace 2

if you search for setting up family Fitbit and creating Fitbit child account. Those instructions are accurate for modern iPhones and android phones. 

just don’t waste time with kindle fire.