Trying to access to an Ace 3 account

[LisaWlkdn]

When we got my son his kids Fitbit, my husband set it up in his details. Now we can't get on the account. We've tried password recovery and it's not working. My son hasn't worn the Fitbit for a week and let the battery run out. When he's out it on again the time was 10 minutes out. As we can't access his account (we've done password reset and it doesn't send a link ) I thought I could open up a Fitbit account and register his Fitbit to me then we could change the time on the app. But no, it wants me to have a family account and request my son's account to join. Which I've clicked it to join but as we can't get into my sons account , I can't approve to join the family account, it's driving me crazy! Why is it so difficult to just update the time. He doesn't even need an account as he's young so is only interested in the time and his steps. Can anyone help. Please 🙏 

Moderator Edit: Clarified subject and label.

[AndreaFitbit]

Welcome to the Fitbit Community, @LisaWlkdn. Thanks for sharing your kid's account inquiry and for the information that you've provided. I'll be happy to assist.

Does your kid have a Google account? Does he have his own phone where he syncs his Fitbit account?

You should reset the password from Google and your kid has to request it on his own phone. 

[LisaWlkdn]

Hi, my husband stupidly set the account up in his email and password. He
can't remember the password so we clicked to reset the password. Only no
emails with the reset are sent. Ever. So after continuously trying my sons
email and hubbys too but to no avail , I had an idea that I could set a new
account up on my phone (as my sons phone app constantly just says sign in
there's no option to register) sync his Fitbit to my email then I could
just log in on my sons phone with my details. However the app won't let me
as the Fitbit is synced to my dons phone and being a kids Fitbit it wants
me to add him to connect it. So I added him but he's got to approve it
which has to be done via the app once he's logged in. Which we can't do. So
his Fitbit is just constantly the wrong time now. It's driving me crazy.

[AndreaFitbit]

Thanks for  getting back to us and for your efforts @LisaWlkdn. Our Team will be more than happy to have a closer look at this. 

Please fill up this form with all the needed information. Our Team will reach back to you afterwards.