Can you pair more than one Ace to one device?

[Cheesamarie]

I bought two Ace devices for my sons but you are not able to add two Ace devices to one phone. I have been trying to add the second Ace to my account for a week before I was finally told tonight that you can only have one. My children do not have phones of their own so I have no other place to link them. I don’t understand the point of a “family account” if you can only link one child’s device to it. I just want to warn other potential buyers with more than one child. I’m very disappointed.

moderator edit: title for clarity

[1swat1]

Hello hello I totally agree for it to be dumb to only hold one child  I have the versa so I can’t really cheak it out but I hope something is done and good luck

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[WendyB]

They need to have dfifferent email addresses.

Each fitbit needs its own email address

@KateFitbit ?

[LZeeW]

@Cheesamarie  A family account can have up to 11 members, including guardians.  It's true than one person's account can only have one of each device -- I cannot have two Charge 2s on MY account.  It sounds like you are not setting up your children's devices correctly. 

Here are some links to Help Articles:

How do I set up Fitbit Ace?

How do I manage my Family Account?

I hope this helps.

[Cheesamarie]

This is not a solution as I only have on cell phone to put my account on. I now understand that you can only have one of each tracker type linked to each phone but I did not know this before I bought them. My children do not have cell phones of their own to link them to so my only option is my phone and I am only able to link one. It is a flaw in the app design and it is not clearly stated anywhere that I read before purchasing.

[Julia_G]

Hi, @Cheesamarie, you should be able to set up two Aces, one for each child on your phone.  The children do not need to have their own phones, and they do not need to have their own email addresses.

It sounds like you have set up the first Ace under your name and not under each child's name.  Here are the steps to fix your issue:

1. Set up a family account. -- it sounds like you have done that

2. Add each child to the family account.  I expect you have done that, but if not, do that next.  You will need to fill in details of birthday, gender, height, weight.

3. (And here's the part where it sounds like you went wrong) Click on Child 1 and go to Kid's view.  Under kid's view you will see the option to set up an Ace.  Follow the instructions there.  Don't worry that you already set it up under your name -- it will disappear from your section as soon as you add it to your child.

4. Next, choose Switch to Parent View.  The app will ask for your password and then log you out.

5. Log back in again, go to your Family Account and this time click on Child 2 and once again switch to Kid View.  Under Kid View for Child 2 you will have the option to set up the second Ace and all will be well.

Then you can all start having challenges together as a family!

If you have any problem with this please post again.  There is always someone here to help.

Welcome to the forums!  I hope the kids enjoy their new Fitbits!

[Cheesamarie]

I have tried all of that several times and continue to get the error message (com.fitbit.HTTP error 500). I spoke with a Fitbit customer service representative last night who told me that you can only add one Ace device to each phone. She suggested that I download the Fitbit app on another device and add the Ace to my sons child account on that. I do not have another device to use.

[Cheesamarie]

And to be clear, I have set up two separate child accounts, one for each child. I added the first Ace to my sons child account, not my own, but I cannot add the second ace to my other sons account.

[Julia_G]

Hi, @Cheesamarie, 

The error 500 is a different, unrelated issue.  Since this has now been marked as "resolved" hopefully you should be able to fix this problem by checking that you have the latest version of the app.

The Family Account is very new, but my understanding is that you should be able to add both Aces, one to each child's account, even if you only have one phone, as long as you add them to the each child's secton and not to yours.  I agree that it would be very disappointing if that is not true.

The moderator who is the Community expert on the new Family Accounts is @KateFitbit.  Hopefully she can step in and clarify.

[Cheesamarie]

What is marked as resolved @Julia_G ? My post or the error 500? So was the Fitbit rep wrong in saying that I couldn’t link two aces to one phone? I hope @KateFitbit can help because I am still getting that error. Do you know what that error code means because the Fitbit rep I spoke with last night didn’t know what it meant. When I asked what that code meant she said that there is no information on that code.

[Julia_G]

Hi, @Cheesamarie, the error 500 has been marked as resolved.  Please see this post for more info.

The post does not mention any steps you need to take if you are still getting this error, however things that can help is to make sure your app is up to date, to log out of your Fitbit account, and to restart your phone.

Edited to add: the Fitbit help article FAQs certainly indicate that you can set up more than one Ace:

"CAN I CONNECT MORE THAN ONE ACE TO MY PHONE OR TABLET?

You can connect multiple trackers to your phone or tablet. For instructions on how to sync multiple trackers, see How do I sync Ace with my phone or tablet?"

So, as I said, I think the error 500 is an unrelated issue, and if you can get past that, you should be able to add the second Ace.

[Cheesamarie]

@Julia_G Thank you for your recommendations. I have already tried all of those things with no success. I called the Fitbit help line again and was given a different answer this time. She said I should be able to sync both Aces to my account. She said the error 500 is an issue with iOS and that it is being worked on. I hope that’s the case and it gets resolved soon so my boys can enjoy their Fitbits! It’s very frustrating! Seems like they have an issue with iOS every time a new device comes out.

[Julia_G]

Hi, @Cheesamarie, yes, that is what I. was saying -- the error 500 is an unrelated issue.  It was marked as "resolved" in the Aria 2 forum, but after reading your post I noted that a couple of people on the iOS forum have been reporting this again. -- not with new trackers -- but with some that have been out for two years -- so I don't think that is a factor.  Unfortunately, it's especially difficult to diagnose when a problem affects some users, but not others... For example, I am using iOS and having no problems.

In addition, it seems that you were able to set up one Ace for one child, but not the other. You naturally assumed that it was a problem of having two Aces, which it turns out it is not.  

Given that this problem is intermittent, you might just try my suggestions again (checking you have latest update, logging out, restarting phone) while you wait for the full resolution.  I appreciate that this is tedious and shouldn't be necessary.  (And, BTW, I don't work for Fitbit -- I am just active in the Community.  I have been particularly active just now on the Ace forum, because I like tryng to understand new problems.  Answering the same old question does get boring).

In the meantime, the important thing is that this is a temporary hiccup, and you can indeed sync both kids' Aces to your one phone, so, although I appreciate that you cannot currently do it because of the other problem, at least that question is answered.

Thank you for raising this.  Hopefully the resolution will be quick and your children will not have to wait too long to enjoy their new Fitbits.  Also, I hope that you feel that your basic query -- can I sync more than one Ace to one phone has now been (theoretically at least!) solved!

Please do let us know when it is all sorted out, and also how your kids are enjoying their trackers.

[Cheesamarie]

Yes I’m glad that the information that I was told by Fitbit was incorrect regarding having more than one Ace per device. However I do hope the actual issue is resolved soon.  I would like my sons to be able to both enjoy their new Aces and all the capabilities it has. I posted on the iOS forum too hoping to get a resolution. I appreciate your help @Julia_G

[KateFitbit]

@Julia_G thanks for calling this out and your assistance here.

@Cheesamarie I'm sorry for the confusion you experienced with customer support, we will provide feedback to the agent who assisted you. You need to create separate child accounts for each child. You can pair one Ace to each account and they do not need to be syncing to different devices. The error 500 is usually an iOS message, if troubleshooting hasn't worked, you may want to continue your case with customer support for further options. I appreciate your post and feedback here and will be sharing it with our team. 

[Cheesamarie]

Thank you @KateFitbit I have tried all of the troubleshooting suggestions that have been given to me several times. I believe my case is still open but I am concerned that this issue isn’t going to be resolved as I’ve read in other forums that the error 500 has been “resolved”. Is it possible that there is a problem with the particular Ace that I received?

[KateFitbit]

@Cheesamarie I've reopened your case and asked our support team to reach out. There may be something wrong with the device and I would like for them to review warranty options. I'm sorry this hasn't been a fun experience but hope to get your family on track soon. 

[Cheesamarie]

Hi @KateFitbit

I was finally able to get my sons Ace connected to his account. Now I’m having the issue of not being able to switch to kid view. It will occasionally switch over but a lot of the time it just stays on the screen saying “switching to kid view” but never actually does. Do you know if this is a known issue that is being worked on? Thank you!

[Julia_G]

@Cheesamarie, this is a known issue and is being worked on.  Please see this post.

Glad you got the second Ace paired.  What worked in the end?

[Cheesamarie]

@Julia_G I am not sure what eventually worked. Now I’m thinking it was paired before I realized it but I just couldn’t get into kid view after it was paired. Thanks for all of your help!