Cannot set up child's ACE 3

[aizydaizy]

Regretful new Fitbit customer here.  My son got his Ace 3 from Santa in December and we are still unable to set it up.  Same Google problems as everyone else it seems.  Its wanting us to sign in with a child's Google account, I have set my Google up to be the family manager and his as the supervised member.  We are just going around in circles logging in and out of Google accounts on the Fitbit app, it won't accept his account and is saying you need a child's Google account to set up that particular device.  He's so upset its now February and we can't use his new Christmas present, I've had three calls to Fitbit support and we have got no where.  What on earth do I do??  I can't return the product as he ripped the box, I literally have a charger, a useless $100 watch and an instruction pamphlet that came with it, that means nothing.  I'm at a complete loss, and am so frustrated we're in this situation with a watch purchase from a sports shop who won't accept it back, as its not their problem its not working, yet Fitbit can't help me set it up either. Help! 

[ManuFitbit]

Welcome to the forums @aizydaizy.

Thank you for sharing the details about this situation. I'm sorry to know the inconvenience and understand how important it is for you to have the device working.

Please, take note that the new process for establishing a family account after migrating to a Google account has changed. In order for your kid device to continue syncing properly, there are 2 crucial requirements:

1. Create a Google email address for him (make sure to select his correct date of birth when creating the email address for him).

2. Your child will require to have either a separate or his own mobile device in order to log in to the Fitbit App with his own account that you will require to setup with a child Google email.

3. If using Android device, your kid will need to log in through a mobile device where there are no adults Google email addresses registered already since due to security purposes Google does not allow them to register a children and an adult account in the same mobile device. If using an iPhone he will not require his own mobile device since you can log in and log out of the child email address as you desire to get his device synced.

[TammiStewart]

I have done a factory reset on the phone uses set up a new email account for him and i still cant get signed in or anything 

[FamilyF]

This is absolutely ridiculous!  What an absolute farce - will be leaving the worst review to try to prevent others being in the same position as us (and clearly many others) our child is 7 and doesn't have a personal device! This was his second ever watch - the cheap one we bought first had a strap break but worked way better than this one!  His FITBIT basically worthless! Poor effort!

[Itsnoteasy]

Will fitbit let you return it? I also am stuck in this position. I can't use watches at all and it was also a Christmas present. So annoyed by the process 

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This! My children don't have devices and I shouldn't have to buy a device for a children's watch to work. And that is labeled no where on website or box! 

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I did do all of that.  It didn't work.  Disappointed is an understatement.

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No unfortunately I couldn't return it as I purchased it from a sporting shop here in Australia and as the problem was with the Google set up, not the actual watch itself, they wouldn't take it back.  They said I had to raise the problem with FitBit which I tried twice and they couldn't assist.  My son also ripped the box to pieces when he was opening his santa sack so all I was left with was a watch, a charger and an instruction sheet that didn't actually provide any helpful instructions.

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Exactly!  Just an update following my post above.  I put a post up on a local Facebook page and had a school student reach out for me.  He was about 12 and recently got the set up done for his younger brother's watch.  He said it took HOURS and he kindly offered to help me out.  He had to open another new Google account for my son and got the watch working finally.  I paid him to say thanks (no thanks to Fitbit who couldn't help setting up their own product!). 

Anyway, my son wore his watch for about 2 weeks.  LOVED it.  He took it off one day as it was getting in the way whilst he was playing and left it on the grass.  My husband ran over it with the lawn mower and the watch was TOAST.  All of that hassle and he only got 2 weeks out of it.  He got it for Christmas and we couldn't get it set up until February.  Anyway - the Fitbit is no more.  And I will NEVER BUY ANOTHER ONE AGAIN. 

[Itsnoteasy]

This! My children don't have devices and I shouldn't have to buy a device for a children's watch to work. And that is labeled no where on website or box!