Graduation not working

[areis]

The graduation feature is not working for my daughter's account. She got a new Fitbit for Christmas and her google account has been graduated, but her Fitbit's account still treats her as a kid and I can't add her new versa 3 though the app: only ace kids devices show up, and if she replies to the Android prompt to pair the new phone, she gets a generic error "unable to process pair request...".

As her parent, in my family view in the fitbit app I see her marked as "ready to upgrade", but other than that, she's just a "friend". Inside her fitbit app, in "Your data in fitbit", she sees a picture of a dog+bird that says "open the fitbit app to complete your in-app graduation", but there's no such thing. The documentation explains that graduation is handled differently when using google accounts (versus fitbit accounts), so the UI seems inconsistent.

I've tried:

• Removed her from family link
• Upgraded/graduated her google account
• Deleted fitibit data, uninstalled and reinstalled the app
• Tried a new phone that was reset
• Deleted fitbit account (but re-activated on first login -- would have to wait 30 days)

Creating a new google account is not really an option... She's been using her account for years, and had a fitbit (kids version) for 3 years.

Any help is appreciated. Thanks.

[SunsetRunner]

Having the same problem. I've contacted multiple different customer service representatives for Fitbit and they have all been unhelpful. This is crazy, unless i can find a solution soon this device is getting sent back tomorrow. 

[RiekoC]

Hello @areis 

I'm not sure if this will help you set up your daughter's new Versa 3 device, but this thread from the Charge 6 product forum has a user post explaining what they did to get their son's Charge 6 connected: Fitbit Charge 6 with a Google Managed Account (<-- click link). Look for the post by Carlosb78.