Child to Adult Account Issues

[Drew888]

My daughter was a Fitbit account which she logs into with her Google credentials.  She just turned 13 and the hope was that she would no longer be limited to Ace watches.  Her Google account went through all the upgrades to 13+.  Why hasn't her Fitbit account migrated???  I had read about an upgrade button that might appear in the app under messages but that is blank.  I know that Fitbit see her as 13+ because under the family account she became a member and not a child.  When is the account itself going to change so we can switch to a more advanced watch?

[RiekoC]

Hello @Drew888 

As long as your daughter is a supervised/managed account, her Fitbit options are only the Ace series. You would have to remove her from Family Link in order for her to be able to set up an "adult" Fitbit device. 

Some parents were able to return their child's account back to the Family Link after setting up a non-Ace Fitbit device. This thread (<-- click) has the steps that a parent took to get a Charge 6 set up for their child and get their child back into Family Link. Their process might work for you. 

[Drew888]

She is already unsupervised in the FamilyLink app.  She is listed as a member of the group and not a supervised member.  Any other thoughts?

[Drew888]

New details.  When the family manager login into the family in the Fitbit there is a message under my daughters name that says this account is ready for an upgrade.  I then click the details and it says for them to log into their account to take responsibility.  When my daughter logs in with her Google credentials there is no upgrade provide.  I even toggled her back to supervised and back to unsupervised with no help. 

[Drew888]

I add my daughter back to the supervise list but still see the same upgrade message.  I try to add her to the family as a child account and it errors out. I assume because it see her semi attached already is this weird state

[Drew888]

Anyone else?

[Drew888]

Anyone have any thoughts?  I will try anything

[RiekoC]

Hello @Drew888 

Thanks for the additional info & updates. It looks like you've tried all the steps to get your daughter's account to upgrade to an Adult one without success. 

At this point, I'm wondering if Support can help you get your daughter's account upgraded to adult. If you want to try, here's the link for Support (<-- click). Complete the prompt in Step 1. Tap Continue in Step 2 (ignore Resources) to get to Step 3, which has the contact options, including calling.