Can't pair my Charge 4 to my son's account

[heddy22]

Hi my original charge 4 strap broke & was replaced under warranty, I was happy with this but wanted to give old charge 4 to my son to use at night but haven’t been able to pair the device I have contacted customer support but I haven’t had an answer ?

Moderator Edit: Clarified subject

[JuanFitbit]

@heddy22 , A warm welcome to the Community! Thank you for your message. 

Depending on your son's age and your location, your son would need to have a family account ( if still a minor) .  This account and the Ace serie, developed for it, are designed to protect the child's private information, according to the country's regulations. 

Another thing to keep in mind, if your old Charge 4 was considered defective, I recommend you to discard it properly. How do I recycle my Fitbit device?

[heddy22]

Hi Juan,
Thanks for your message, my son is not a minor, but he tried to pair Fitbit on his phone, but received a message saying could not be paired as replaced under warranty, I’m not sure if this is the official policy as on the forums it seems to say Fitbit can be given to someone else ?
Thanks

Sent from my iPhone

[JuanFitbit]

@heddy22 Thank you for your clarification. 

Depending on the kind of damage or issue detected by our team, you won't be able to set up the replaced device.  This is to avoid that the damage or the device could hurt any user. 

In that case discard the Charge 4 as recommended.  

[heddy22]

Hi Juan,
Thanks for your comments. While I understand what you say, the damage is to the strap, the tracker can still function and my son only wants to wear it at night for sleep data, I have offered to buy him a new one but he doesn't want this as he says he will only wear it at night anyway .

Thanks for your interest and support 😊
Heddy22
Sent from Outlook<>

[JuanFitbit]

@heddy22 , Thank you for your reply! In that case please contact Support. I do not have access to your case and cannot give you any specifics regarding it. Support would gladly go through your case and assist you further, 

[heddy22]

Hi Juan,
Many thanks for your reply and support, will do.
Best wishes
Heddy22

Sent from my iPhone

[JuanFitbit]

@heddy22 , Thank you for your message. 

No need to thank me. That's why the Community is here, so that you all can interact and solve your doubts. 

Please don't hesitate to post again, should you need further assistance