Versa wont set up after attemping setup with non compatable phone

[SommerBrooke]

I bought my sister and my nephew fit bit versas for Christmas after assuming they could use the same app since there is a child account option. That was before we realized you can only use the child account with certain fitbits (which is flawed in my opinion. It should work with any fitbit) after setting up both fitbits on my sister's phone using different accounts, everything was fine.

But then my nephew got a new phone for Christmas. He reset the fit bit and tried to set it up with his phone. It would almost finish, and then fail. That's when we realized his phone is not compatible.

So now we are trying to go back to my sister's phone but now it fails every single time. Why wouldn't it work now if it worked before?

Please help me out. He's very upset that he cannot use his watch. It was the ONLY thing he wanted for Christmas and can't use it. 

[Odyssey13]

Hi @SommerBrooke  due to laws across the world, children are prohibited from having an online account and using these devices. The Ace series was made especially to allow children six and up to use these services. Fitbit is abiding by those laws. Lying about the age would create a problem since the algorithms are made based on gender, age, height and weight. So that would give completely wrong data for your nephew.  They can share the app, but they would need to log in and out of it. None of us can have more than one account on a single email, unless it's a Family Account. Is your sister's phone on the list of compatible devices? Often a phone isn't on the list, but some features of it may work.

[SommerBrooke]

@Odyssey13  I never said how old he is. He is 13 but did not have a phone and that's why he was going to use his mother's phone.

They were very aware they would have to log in/out. 

The problem is... He had his fit bit set up on his mother's phone and it worked fine with both of them logging in/out. But now that he tried to set it up with a non compatible phone, he cannot get it to set BACK up with his mother's phone again. 

[Odyssey13]

@SommerBrooke  if you or his mom have the time, get with customer support one on one for some help. You might be able to resolve this issue for them. Their phone number is (877)623-4997 between the hours of 4am-8pm PST Mon-Fri, and 6am-5pm PST on weekends, if you're in the USA. The phone number to call from the UK is: 0800 069 8505. Operation hours: 9:00am - 6:00pm. If you're not in the USA or if you prefer an online chat or email, then click for contact options