Unable to add Ace to family account

[Trieshard]

Help! I can't get my app to sync with my daughter's ace .I out the 4 digit code in and all is does is eventually time out. I've tried uninstalling the app, and deleting the partially set up account i created in the family group as well as resetting her fitbit and nothing works!!!!!! I'm going ever so slightly mad .Has anyone else has this problem and fixed it? 

[JuanJoFitbit]

@Trieshard It's great to see you in our Fitbit Community! I'm sorry to hear about the difficulties you've experienced while trying to set up your daughter's Ace. In order to better assist you, please let me know what is your phone's model.

Looking forward to your response! 

[Trieshard]

It's a Huawei p20 pro. My husband has a Huawei mate pro and has the same problem.

Sent from my Huawei Mobile

[JuanJoFitbit]

@Trieshard I'm so sorry for the late response. However, I would like to follow up on this issue and would like to know if the issue persists or if you were able to add your daughter's Ace to your Family account.

Looking forward to your response! 

[carriegj]

Ive had the same problem. The Ace works and we can see the steps on the fitbit but it won't sync to the family account.  I walked through all the problem solving suggested by the website. I ended up calling Fitbit and they walked me through everything and I still couldn't sync it to the family account. They ended up sending me a new device (it was only 2 months old). Sadly, it still isn't syncing to my family account. It is very frustrating. I'm going to try to work on it again and we'll see how it goes. 

[JuanJoFitbit]

@carriegj Welcome to our Fitbit Community! I'm sorry to hear that your replacement Ace is unable to sync with your Family account.

I would like to follow up if the issue persists or if it got resolved. In the meantime, let me know if you get any error message when trying to sync it. Also, let me know what is the model of phone that you are trying to sync your Ace with. You can find a list of the compatible devices in this help article.

Looking forward to your response! 

[carriegj]

I have a LG G2 phone which I have checked is an approved phone. I think I have found out how to do the syncing. Is it true, to sync the ACE on the same phone as my fitbit (charge 2), you need to be in my kids 'view'? That's the only way I get it to sync (despite having all day sync and always connected on). I have checked for fitbit app updates (as well as phone updates) and have restarted my phone. I'm hoping it is just "user error" and that you can let me know if I'm missing a step.

Thanks, Carrie

[EdsonFitbit]

@carriegj Thanks for your response. Sorry for the delayed response.

Your LG G2 is compatible so you should be able to sync your Fitbit Ace without any trouble. If the Ace is paired to your child’s mobile device, it will sync every time your child opens the Fitbit app.

If your child or children don’t have their own mobile device, like you mentioned, it will be necessary switching to kids view in order to sync. For more information, you can visit this article.

If you have any question, please don't hesitate to contact us back at any time.