Having trouble upgrading a child account

[HarpCats]

My child is now old enough to upgrade her account. The upgrade process starts out just fine and we reviewed the terms and privacy policies together. However, when asked to enter an email address, she enters her email address but the “Next” button does not light up and move us to the next step. We have tried several different email address (all are fully functional) and the “Next” button never lights up and lets us move on to verifying the email address and finishing the upgrade process. Please advise!

[JohnnyRow]

I've never done this so just a wild guess, but did you look to see if those emails got a message you had to reply to outside of the fitbit app.

[HarpCats]

Thanks for your suggestions, JohnnyRow. Yes, I’ve looked through all the emails and my spam folders, checked through the Community boards. I keep hoping that maybe one of these days I’ll log in and it will all work seamlessly … 😆

[HarpCats · Accepted solution]

In addition to asking for help from the FitBit community forum, I also sent a direct message to FitBit via Twitter. FitBit Support answered almost immediately with the suggestion to force quit the app and log out on all devices (my phone, my child's iPad, the laptop dashboard). Then, restart the app and try again. Unfortunately, the problem persisted on my child's device. On a whim, I had my child remove the bluetooth keyboard that was connected to her iPad, so that she had to use the on-screen keyboard. Now the app recognized the email address and allowed us to proceed successfully with the upgrade to her account. I'm not sure if that is a FitBit "bug" or an interference between the two bluetooth devices (the Ace 3 and the bluetooth keyboard), but everything is working now. My child has had no other trouble using the bluetooth keyboard in the FitBit app.