Daughter can't use Versa 4

[Woogychuck]

My daughter bought a Versa 4 a couple of months ago because we didn't realize you couldn't use it for a 12 year old. Earlier this week, she turned 13 and got control of her Google account.

She was excited to use her Versa 4, but it still won't connect to her account. Her birthday is correct in the app (December 4th), but it still only gives the option to connect Ace devices. When I look at her account in the Fitbit app under My Family, it still lists my wife as her guardian and says 'you - ready to upgrade', but there doesn't seem to be any way to update/upgrade.

We were already disappointed once because nothing on the box mentioned the 13 year limit and now we're frustrated again that she waited for months and still can't use it. What do we do?

[Odyssey13]

here are the support contacts I've gleaned over the years on the forums.

when there is someone available, chat is an option. Phone or X/Twitter works well, too.

https://myhelp.fitbit.com/s/support?language=en_US 

Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options