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Unexpected Error during account graduation process

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‎10-15-2023 23:51 - last edited on ‎12-22-2023 11:47 by Fitbit Moderator

‎10-15-2023 23:51 - last edited on ‎12-22-2023 11:47 by Fitbit Moderator

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

Best Answer
36 REPLIES 36

‎10-25-2023 03:14

‎10-25-2023 03:14

Exactly the same problem trying to upgrade my daughter's account.  She's 15, we are in the UK.   Any help appreciated.

Best Answer

‎11-18-2023 07:32

‎11-18-2023 07:32

Also having this issue…. Very frustrating!

Best Answer

‎11-28-2023 18:14 - last edited on ‎12-22-2023 12:20 by Fitbit Moderator

‎11-28-2023 18:14 - last edited on ‎12-22-2023 12:20 by Fitbit Moderator

Looking for this resolution as well.  All I see is "Unexpected Error" .  
It does not mention the not eligible to graduate.

Following the same steps for my daughter whom is 13 and using google sign-on.

Help!

I'm in the US

 
Moderator Edit: Merged replies
 
 
Best Answer

‎12-17-2023 18:05

‎12-17-2023 18:05

Same here for our 15y.o.    Did anyone get this resolved?

Best Answer

‎12-17-2023 20:40

In response to JLoooing

‎12-17-2023 20:40

Silence so far. No answer yet sadly
Best Answer

‎12-22-2023 11:57

In response to JoeH55

‎12-22-2023 11:57

Hi everyone, and welcome to our new members.

Thanks for the detailed information, and the steps that you've tried so far. I'm sorry you're going through this experience. As you may know, kids can graduate to a standard account as long as they've reached the required age to manage their own accounts. With this in mind, could you check if the location set under their accounts is correct. To check this, switch to kid view, tap the gear or profile icon at the upper right corner > App Settings > Location.

Assuming everything is alright, let's try to force quitting the Fitbit app and rebooting your phone to see how it goes afterward.

Best Answer
0 Votes

‎12-22-2023 16:04

In response to LizzyFitbit

‎12-22-2023 16:04

Location is correct at the USA.
We force quit app and reset phone.

We still get this same error when going through the motions to upgrade her
account. Looks like it occurs after entering weight.

Help!
Best Answer

‎12-25-2023 03:53

In response to JoeH55

‎12-25-2023 03:53

Yes - I have exactly the same problem.  A bug of some kind, I think.  But an annoying one that has taken an hour of a few people's precious Christmas mornings.  Any ideas, Fitbit? 

Best Answer

‎12-25-2023 04:00

In response to MattB129387219

‎12-25-2023 04:00

Having the same problem can’t upgrade 13 year olds account to sync her new smart watch unexpected error comes up when I enter weight

Best Answer

‎12-25-2023 06:57

In response to LizzyFitbit

‎12-25-2023 06:57

Not working?????

Best Answer

‎12-25-2023 07:21

In response to LizzyFitbit

‎12-25-2023 07:21

Did not work, I'm about to just return this and go garmin. This has been completely absurd trying to get it setup.

Best Answer

‎12-25-2023 07:23

In response to MattB129387219

‎12-25-2023 07:23

Have you had any luck getting it to work?

Best Answer

‎12-25-2023 08:19

In response to kris100

‎12-25-2023 08:19

No answers on this?? So frustrating. Fitbit please provide a fix !

Best Answer

‎12-25-2023 18:11

‎12-25-2023 18:11

Add me to the list. Same issue for 13 year old

Best Answer

‎12-26-2023 05:25

‎12-26-2023 05:25

Mines worked today, yesterday I logged out and deleted app. I also removed my 13 year old from family link. Today I’ve re installed app and gone back in and it’s worked, managed to upgrade and link sense smart watch

Best Answer
0 Votes

‎12-26-2023 07:37

In response to Obidya

‎12-26-2023 07:37

Tried again today, re-installed the app, still not working. 

Looks like we are returning it.

Best Answer
0 Votes

‎12-26-2023 13:59 - last edited on ‎01-23-2024 11:01 by Fitbit Moderator

‎12-26-2023 13:59 - last edited on ‎01-23-2024 11:01 by Fitbit Moderator

same issue here as well... fitbit just responds they will get back to you... I asked by when I can expect a response and was told as soon as possible, I asked if it will be a few days, weeks, months... but they cannot give a timeframe or even if it will be less than "months/weeks/days"...

----

 called them yesterday, sent screenshots, referenced this thread and explained everything in detail, they were unable to help but forwarded it...
I have not heard back from anyone but this time when I opened the app, it immediately asked me to upgrade the account without clicking on it and it went through with no problem

Best Answer
0 Votes

‎12-28-2023 11:19

‎12-28-2023 11:19

Also having this issue, hoping Fitbit can fix asap 🤞🏻

Best Answer
0 Votes

‎12-28-2023 15:49

In response to 007hel

‎12-28-2023 15:49

Hi everyone, and a warm welcome to our new members.

I wanted to thank everyone for getting back with additional information and for trying the steps suggested before. I wanted to let you know that this issue has been reported to our team and they're currently investigating what may be occurring. I understand how frustrating this has been, and I apologize for this inconvenience.

While I don't have a time frame for the fix, rest assured that I'll keep you updated as soon as I have more information.

Best Answer
0 Votes