Unable to cancel my Premium account now that free period is ending.

[DJClem]

I followed directions to cancel before the free time period ended, but found no cancel button , nor any listing that I had a subscription.  The "Manage subscription" area only showed "how to get started".  That was two days ago.  Now today I am being charged via my PayPal account.  How do I stop this and how do I get a refund?

[hristijan_5]

If you activated the premium via the ios app then you must disable it from the subscription menu on your iphone (Settings > AppleID (your name on the top) > Subscriptions). I am not sure if you can ask for refund, this has to be communicated with Apple support. If you did it via Android then there should be something similar to the Apple's ecosystem (via Google store).

[DJClem]

Thanks for trying to help @hristijan_5 .  I do have the Android app, but I believe I made the original purchase via Fitbit.com and payment was through PayPal.  I cannot find any subscription noted on my Google Play store.  I called the vendor "Digital River" that was noted on my PayPal account & asked to cancel.   They advised they could do nothing, it must be done via https://contact.fitbit.com.  So now I am waiting for a response from fitbit support.  Stuck in the hamster wheel for now. 😟

[DJClem]

Keeping the community updated:  I received response via email that Fitbit is no longer responding to emails at https://contact.fitbit.com.  Lovely!

Instead, they suggested I go to the community (which is where I began) or Fitbit Help.  On the Fitbit Help screen there is a phone # 877-623-4997.  I have now talked to a rep, he did cancel for me, BUT, not effective today, I have to wait till June 26. (I made the original purchase on Nov. 27, and have been trying to cancel for 3 days, so of course I am now into day 1 of the new period).  This is BS!  Beware!  I asked to speak to a manager, to which there were none available to take my call.  I will have to wait again for an email response.

[DJClem]

Beware!  Fitbit makes it difficult to cancel; I've been attempting to jump the various hoops for 3 days. The earlier post on how to cancel no longer allows comments.  I followed the directions that advises you to check your app settings/manage subscriptions and cancel there.  It states if there is no option to cancel that you have already cancelled.  So not true!  I am Android user & also checked the Google Play store manage subscription, nothing was shown there either.  I went to my PayPal account and tried to cancel there.  I spoke to the vendor "Digital River" listed on the Pay Pal account & they said I can only cancel via email to support@fitbit.  I got a response that Fitbit is no longer answering emails!!!  Instead, to consult the community pages (where I began) or go to Fitbit:Help.  That is where you should start & call them at 877-623-4997.  The rep was able to cancel, but not effective immediately, but one month out.  I made my purchase Nov. 27, began the above process earlier this week. And so now I am told I must pay for May 27 (today) through June 26.  TOTALLY UNACCEPTABLE!!!  I asked to speak to a manager, to which I was told none are available.  Again I must wait for an email response.  Dragging their feet continues....keeping us all on the hamster wheel.  

(My original post is under Fitbit 5 topic area, but thought it best to alert you all here.)

[hristijan_5]

Oh man that's not cool. Sorry I couldn't provide solution. In my app (on ios) when I press my photo > Account Setting > Manage Subscriptions (this is the menu item that takes me then to the active subscriptions in my iPhone. I guess you cannot see this entry. Wish you good luck nevertheless in the whole cumbersome process.

[jfe]

You should have had canceled it before its expired time. If you do, the current valid premium period still runs.

[Odyssey13]

@DJClem   

From a Moderator: "you need to do the following procedure to cancel your Fitbit Premium subscription: 

1. In the Fitbit app, tap the Today tab  

    > your profile picture.

2. Scroll down and tap Manage Subscriptions. Your active subscriptions open in your phone’s app store.
3. Tap your Fitbit Premium subscription > Cancel Subscription. Note that you won't see this option if you already canceled your subscription. Your subscription expires at the end of your current monthly or yearly subscription term.

Once you're redirected to Google Play please make sure to follow this procedure to cancel the subscription on Google Play. 

Keep in mind that Fitbit subscriptions are non-refundable. However you could always contact Google Play, sometimes they provide refunds. "