Change Ace 2 to 12 hr time

[lou-d]

i cant seem to be able to change my childs ace2 to 12 hour time.  when i log into my fitbit.com dashboard on my laptop i can see how to change it on my fitbit, but cant seem to access my childs account from my laptop to change theirs (when i click on my profile pic, there is no my family option).  Any suggestions?  

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @lou-d.

Thanks for the details shared in your post. I appreciate your efforts and would like to advise that a Fitbit family account is available only in the Fitbit app, not on the fitbit.com dashboard. I was able to see that you have already contacted our Support team regarding this, thank you for your time and efforts. If you continue experiencing this issue, I recommend trying the following:

1. Make sure your parent account is set to 12 hours.

2. Unpair the Ace 2 from your child's account.

3. Restart the Ace 2: How do I restart my Fitbit device?

4. Set up the Ace 2 again.

For more information about a Fitbit family account, see How do I manage my Fitbit family account?

Hope this helps.

[lou-d]

Thank you for your quick response, I followed your steps and it worked perfectly, until i reconnected the device to her account, then it reverted back to 24 hr time.

[LiliyaFitbit]

Thank you for your reply, @lou-d.

I am sorry to hear the issue persists, thank you for your efforts. I was able to see that you have already an open case with our Support team, please continue working with them. I know they will do their best to help you. 

Have a good day.