Fitbit & Google, fix the Ace 3 issue!!

[Amok451]

Got an Ace 3 last week for my child and as for many (if not all) users it is UNUSABLE due to the family link issue with the app (family link is not yet supported by the fitbit app but you need to have it setup for the watch to work - which is pure non-sense). I have tried to contact support though various channels - calling their phone line, chat, twitter and each time I have received basic (but bull****) instructions on how to "fix the issue" while they perfectly know the issue is not on the user side. I think it is unacceptable for a big company like fitbit or google to sell products that are unusable and worse, not to update their clients on the status of the fix (is that even legal?). I had bad experiences with customer support, but this is by far the worse.

[darkbit]

Same problem. Fix it and stop blaming your customers.

[MihalyBak]

I am on android, but I would guess the process is the same for iOS.

1. Make sure you have converted your account to Google in the Fitbit app, if it's not working remove your friends/family connections, once your account has no connection it will be convertible, mine was. You do seem to retain all your health data.

2. Create an account for your child in Google Family Link, pretty straight forward.

3. You must have an additional a device/phone, theoretically you could add a new user on your own device, but the Multi-factor authentication will not be passable. Jump the hoops to allow the activation of the second device with the CHILD account. 

4. Now this was a super weird thing, once logged in with the child account, I had the device in my native language Swedish, here the Fitbit app demanded an additional "Google School Account". In preparation for the searching I switched the device to English and retried the Fitbit app, suddenly it accepted the logged in child account and everything worked fine. 

Yea, so I have 15+ years experience as a developer, and it took me about 2 hours to get it working.... There is room for improvement on Fitbit/Google part, but it is possible to activate a new device. Once the child fitbit was activated it showed up on my devices as well and under my family. 

[abbylou322]

Same issue, and I am fuming mad. I am going to return it and get my kid the fitbit Inspire 2 which is literally the same and you can add the same fun screen options and everything else, except it will actually work. 

[DreaJ]

Edit:  I figured it out.

[amarsinghsolank]

HI

Iam able to reach till the pascode is shown on the watch to be entered on phone. then its not able to connect. pl guide

[Coacho22]

I even contacted support. They gave me a ticket number for tracking and confirmed that it was a known issue and there’s no ETA for resolution. Basically a virtual shrug of the shoulders…

Meanwhile I have a useless wristband and a disappointed kid.

[IainF229]

Account-wise I have no issues on Android with adding a Kid to main account. Do not use Google if you can. That makes it all worse. Switching between adult/ kid view is a nightmare yes, and synching 2 watches daily is barely possible. Bluetooth cannot cope. Pair, re-pair, fail, retry.