Free premium trial included but not available

[Erik63]

Hi everyone,
Recently I bought two Charge 5's that both include the 6 month premium trial. I have activated my trial period but my wife can't start hers. I suspect that there is a background check in the Google play store that is using the creditcard-data as a unique identifier. Unfortunately however, both Google Play accounts make use of the same creditcard so with the first trial period started it blocks the trial period of the second watch. 

I've been communicating with Fitbit support via mail since feb 21 and they still haven't managed to come up with a decent solution or even an on-topic response. They don't read the relevant information I have provided and then manage to ask for the information that I've just submitted. 

Am I a one-off or is the overall performance of support always this poorly?  

Moderator edit: format.

[Odyssey13]

Hi @Erik63  I've asked a Fitbit moderator to stop by to address this with you. They might have additional information.

[Erik63]

@Odyssey13 Thank you, appreciate that. Just received an email that I'm being promoted to the special team. I'll keep you posted 🙂

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Hello Erik,

Thanks for getting back to us.

To proceed, we will now endorsing your case to our special team who will continue assisting you with this matter.

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[AndreaFitbit]

Welcome to the Fitbit Community, @Erik63 and thank you for your assistance @Odyssey13.

I'm glad to hear that you have been directed to the Premium special team. I'm sure they will help you out with your query.

Have a nice day. 

[Erik63]

Thanks @AndreaFitbit, I'm sure they'll take good care of me. I will give a heads-up when the status changes. 

[AndreaFitbit]

Thanks for getting back to us @Erik63. Please keep us informed.

I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Have a nice day.

[Erik63]

Hi @AndreaFitbit , there's been not contact with the special team yet. They'll undoubtedly be busy so I'll just wait another couple of days.  Will inform you when status changes.

[AndreaFitbit]

Thanks for getting back to us and for the update @Erik63.

Please keep us informed about your case's status.

[Erik63 · Accepted solution]

Hi all, I received an email early this morning (EU) from Angelica that the premium subscription has been added to my girl's account. So that was resolved nicely and hassle-free by the special team. Big thanks, Angelica G and team!

[AndreaFitbit]

Thanks for getting back to us and for letting us know that the Premium subscription has been added to your girl's account. 

I'm glad to hear that your query has been resolved.

Keep on visiting the forums. 

[Donna_cps2]

Unfortunately I cannot get premium even though it says I have it in my email.

[AndreaFitbit]

Welcome to the Fitbit Community, @Donna_cps2. I'm sorry to hear you can't get Premium.

I understand how frustrating this could be and the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.