Unexpected Error during account graduation process

[kej3525]

Trying to upgrade my daughter's fitbit Google account (she is in the US and is 14).  We

• click on the profile icon in the top right of the Today screen,
• click Fitbit settings,
• click UPGRADE,
• click Upgrade,
• agree to the privacy terms,
• review devices & features,
• hit "no thanks" or "I agree" on research (doesn't matter which),
• choose email/notification prefs
• choose height and click "next"
• choose weight and click "next"

which then gives "Unexpected Error: Account is not eligible to graduate."

Any clues what to do?  Thx.

Moderator Edit: Clarified subject

[Asfan]

Any update on this? I've got a very frustrated 14 year old.

[JoeH55]

Nothing yet. Still waiting......

[AwesomeO]

Very frustrating. Just got the fitbit for my kid and not able to set up.

----

Looks like fitbit is not syncing family group correctly as I removed my child from google family group but it still shows in Google. Likely some sync issue going on. Please fix this.

[kris100]

I managed to get mine to work, I removed my daughter from family link, then
we both logged out of our fitbit apps, and then deleted off phones, re
installed the next day and it upgraded with no errors

[JLoooing]

We think there’s a bug in their system. We’re waiting the 31 days to open a new account for her
Sent from my iPhone

[ElleKiz]

Hello, 

Just wanted to see if there was an update as yet. I’ve not had any success with my son’s new Fitbit - it just will not upgrade his account. 
Thanks 

[LizzyFitbit]

Hi everyone and to our new members, welcome to the forums.

Thank you for getting back to me with more details about the issue you're experiencing with the graduation process. I've escalated this issue to our team and they are currently working to get it resolved as soon as possible.

I apologize for any inconvenience this has caused, and I truly appreciate your patience as well as your feedback. I've forwarded your posts to our team so that they are aware of the impact to all our members. Once I have more information, I will update this thread.

[GodoNZ]

I'd love an update to this issue as my daughter is super keen to use her new device! 

[Asfan]

This is the standard reply for over 3 weeks. I'd like a refund on my fitbit. Can you help arrange that?

[GodoNZ]

We've finally done it, my daughter has "graduated" and now able to use hers 😂

I'm not entirely sure which one that did it but...

1. I uninstalled Fitbit App from the device and waited overnight;

2. I then removed my daughter as a member from our Google family group just to be sure. 

All the best for all the parents out there stuck in this 

[L_R_M]

I am trying to upgrade my child's Fitbit account to an adult (she is over 13). I follow the directions from google help page going via settings in the app and following the instructions but cannot enter her weight. Every time I try it says there is an unexpected error and the only option is to exit but you then have to start the process again but can't get past this point. Have tried adding the app to multiple devices and get the same error message. We have a new Inspire 3 that we cannot connect to the app without upgrading. 

[ElleKiz]

Good afternoon, 

Has there been any progress with this please? Nothing is working and I’ve got a completely redundant, brand new FitBit sat gathering dust. 

I’ll need to arrange a refund if this cannot be rectified. 

Thank  you. 

[Jvponline]

I am having the exact same issue.  My daughter is 15 and cannot add her new fitbit to her account.  Very frustrating.

[Questi]

Might be good to check if it’s a supervised account. Supervised accounts can only use the Ace… for whatever reason

[ElleKiz]

Thank you. 
After time spent with the Fitbit online chat team, their best solution was to create an incremental gmail address (unsupervised), which has subsequently worked. However, this option does not bring any Fitbit history with you. We sacrificed this to just get it up and running. 

[Rich_Laue]

I would try removing the child from the family, then try the graduate. Several users have reported that this worked 

[ElleKiz]

Thanks! It sadly didn’t work for us but I did end up sacrificing the FitBit history and setting up an incremental gmail address to connect the Fitbit to, which worked. 
Thanks for the reply 😊