Ace pass is automatically inactive

[kaladd]

I bought Fitbit Ace LTE for my kid on her birthday. I had it set it up successfully and gave it to her however within 24 hours she lost all the abilities and I received email stating my ACE Pass was cancelled, which I didn't do. I had contacted Google support and got routed several times even though I went through their ACE support page. Now I am stuck with watch that doesn't work and inactive ace pass. Strange thing of all this is that my credit card is already charged with the ACE Pass subscription but it is inactive. No one at Google has freaking clue what happened. It's been almost 10 days without any help. 

Now the current state of my kid's watch is factory reset and unable to add her watch with her current account. I am tried to use my 6 year old account for testing and it is asking me to purchase the ACE Pass again.

Any help in this community is appreciated as the freaking support is helpless?

[RiekoC]

Hello @kaladd 

As volunteer users, we don't have the ability to help you directly.

I'm escalating your issue to the Fitbit Ace team considering that Support wasn't able to resolve your issue. As soon as there's an update, one of us will report back.

[RiekoC]

Hello @kaladd 

I've been informed that an IT case was created on your reported issue and the engineering team is working on it.

Please watch for a message from the Fitbit Ace team. They will be contacting you directly.

[kaladd]

Hi @RiekoC , thanks a lot for your kind help! I appreciate your help to reach out to correct people with your connections. I finally received an email this morning from the team with the status.

Thanks

Kal

[RiekoC]

Hi @kaladd 

You're so welcome. I'm glad that you heard from the team. Hope it won't take too long to resolve.

[onetmat]

Can you possibly tell me what the resolution to your issue was? My subscription was also inadvertently canceled as well. Google is working on it but I'm wondering what was done to fix for you. I also cannot add the watch back to my account at this time. Thank you!

[kaladd]

@onetmat I didn't have an reason yet for why my subscription got cancelled, all they saw was the payment errored out lead to subscription cancellation. However, unable to add her back happened due to that the Fitbit service was deleted on my kid's account. I don't think we deleted it by ourselves however at same time that engineering team saw the deletion I was removing my kid's old Ace3 from her account.

Engineering team heled me to reactivate the service in the backend and the product management team at Fitbit was very involved with me since @RiekoC helped me escalate it. Thanks a lot @RiekoC!

It took almost a week to sort all this out. I am assuming there might be some bug or something that caused all these however I didn't get RCA yet. So please ask it to be escalated to the engineering and product team.

[RiekoC]

Hello @onetmat 

I've asked to see if there's anything we can do to help with your subscription issue. As soon as I get any info, I'll report back.

[onetmat]

Google and Fitbit support got everything figured out. My Google account was reactivated to enable me to setup the Ace LTE again. Fitbit support had to refund the Ace Pass which allowed me to repurchase the data plan again. Everything is now setup and working again. I appreciate the quick assistance here and the support from Google and Fitbit with a quick resolution.

[RiekoC]

Hi @onetmat 

Thanks for letting us know that Support got everything worked out for you. 👍

[Acemom14]

Who would I contact for help with a promotion that I need applied to the annual ace pass, I was supposed to get the annual plan at a discounted price that was advertised but it’s showing up at full price. I’ve reached out to Fitbit support who then routed me to google support I think?

[RiekoC]

Hello @Acemom14 

Here's the link to Fitbit Ace support (<-- click link). Complete the prompts until you get to option to chat or call.

Hopefully, they will be able to get this all straighten out for you.

[LaVonneR]

Hi RiekoC, 

Reaching out as I found someone with the similar issue I am experiencing. My daughter's Ace Lte subscription was accidentally deleted through my app, and all on her watch stopped working immediately even though it says subscription will stay active till end date, false. I'm going on day 5 with empty emails and two phone calls where I'm told "we're working on it". I've emailed screenshots of purchase and payment evidence as well. I purchased at a discounted price for the plan and now I'm told that I have to pay again at full price to even try and proceed with initial setup. I'm just frustrated and feel like this is being dragged out. 5-6672000036936 Thank you if you're able to escalate in anyway. 

[onetmat]

My communications were all thru the email below. They did much of the work in the background with only a few direct communications. I kept checking the app until it allowed the watch to be setup again. They did refund the data plan to me and then I repurchased to activate with the watch. Not sure what to do with the discount now that promotion is not available. Good luck and keep trying to work with them.

fitbitacelte-support@google. com

[RiekoC]

Hello @LaVonneR 

I'm checking to see if there's any escalation that can be done for your case.

Edited to add: I've gotten confirmation that someone has been assigned to your case. Please watch for communication from the team.

[LaVonneR]

Thank you so much! I appreciate you!!

[RiekoC]

Glad to help @LaVonneR . I hope they can get this quickly resolved for you.