Option to create a Family Account missing

[MuKoala]

We recently gave our daughter an Ace 2 for her birthday.

However, I don't have the option to create a family account on my app like others have described. There's no Create Family Account button! Please don't tell me where it should be, I've checked and checked again. It's not there. I've tried deleting and installing the app again. It's definitely the latest version. I've also checked that my device is definitely supported (it's a Samsung s10+).

What should I do?

Moderator Edit: Clarified subject

[LZeeW]

Hello @MuKoala and welcome to the Help forums.  I am moving your post to the Android forum, because you are describing an app issue, not a Charge 4 device issue.  You might get more help there.  Can you also include a screenshot of your Account page that shows that it's missing?  This will help investigate a new, possible bug.

I'm sorry that I can't help you more.

[MuKoala]

 

Many thanks, no problem about moving the post. I've attached a screenshot.

[LZeeW]

@MuKoala   Go up to the top of that page.  You should see something that looks like this:

Is your Create Family Account missing from this stack of tiles?

[MuKoala]

Thanks, yes, it's missing.

 

[LZeeW]

@MuKoala   I am going to flag this post to get moderator attention for you.  I browsed the Ace and Family Account forum to see if there is a current, active thread for this issue.  I don't see one.

I also noticed time zone difference between us.  What country are you in?  Might make a difference.

I hope I can get you the help you need and you get your account all set up.

[MuKoala]

Many thanks! 

I hope they can help 😔

[SilviaFitbit]

@LZeeW Thank you for flagging this post. 

@MuKoala Welcome to the Fitbit Community. Thank you for the details mentioned. I appreciate the details shared and for confirming that the "Create a Family Account" button is missing. I took to the liberty to share your post with our Support team and they mentioned you have an open case, please continue the communication with them, they'll be happy to assist. 

Have a great week. 

[MuKoala]

Yes, I thought I’d ask the community in case anyone has encountered the
same problem, but it doesn’t seem to be very common.

Thanks for trying to look into this for me.

[TribalBelle]

How does this get fixed as I am also having an issue setting up a family for daughters fitbit

[MuKoala]

Well, I think my problem was that I didn't have the correct date of birth
on my account (I wasn't keen on fitbit knowing this personal info so I just
made one up). I changed it to a year further back and the family account
option appeared.