Won't join Family Group Chat - says it needs to update but it already is updated

[BRash]

I have 2 Fitbit Ace LTE watches for my son & daughter. Both initially wouldn't join the Family group chat and were listed as needing to update the watch first - even though they both had the most recent version in the watch. After 2 days, my son's eventually did join the Family Chat, but my daughter's still listed as needing to update the watch. I've tried updating, tried turning it on and off, tries connecting it to bluetooth on/off, etc., but it still isn't in the group chat. (Which is the whole reason I bought these watches, so they could keep in touch with their much older brother who left for college this week.)

[RiekoC]

Hello @BRash 

Have you contacted Fitbit Ace LTE Support (<-- click) to see if they can help figure out how to get your daughter's device connected? They are probably the best choice as they can look at your account and walk you through troubleshooting. 

Complete the prompt in Step 1. Tap Continue in Step 2 (ignore Resources) to get to Step 3 which has the contact options. It's probably best if you can speak with a support person. 

[FitbitElli]

Hi @BRash could you please tell me the software version on your daughter's Ace LTE?

1. On your Fitbit Ace LTE home screen, swipe right to access "Daily Quests."
2. Swipe to the bottom of your "Daily Quests."
3. "You’re playing Season" indicates your current software version.

[boofaloaf]

i am having the same issues. returning this garbage device. gets really hot for no reason and cant connect to family chat (the reason why i bought the **ahem** thing)

[RiekoC]

Hello @boofaloaf 

It sounds like you have a defective device, especially considering that it's gets really hot. Have you contacted Ace LTE Support? 

[Mel318g]

I'm having the same issue. My daughter's Fitbit has been updated and is showing "season 6"

[RiekoC]

Hello @Mel318g 

Please provide more details about the issues with your daughter's Ace LTE since there's more than one described in this thread.  Are you having the issue where your daughter's Ace won't join the Family Group Chat or issue with her device getting hot?

Have you tried contact Ace Support yet? 

[FitbitElli · Accepted solution]

Hi @Mel318g, could you please try rebooting the watch or waiting 24 hours and trying again? This is an issue that will be corrected in our next software update. Sorry that you have run into this!

[SeanLL]

I am also having the exactly same issue. Bought two watches this week, both have been upgraded to the latest software version, one was able to join the family chat but the other not. Kept showing "Waiting for watch to update".

Any idea when the new software update will be available?

[RiekoC]

Hello @SeanLL 

I haven't seen a timeline as to when the app update will start rolling out.

Did you try rebooting the Ace device or waiting 24 hours & trying again as suggested in the post above? 

You might want to reach out to Ace Support (<-- click) if you're still having problems getting the second device into the Family Group. Complete the prompt in Step 1. Tap Continue in Step 2 (ignore Resources) to get to Step 3 which has the contact options.