Fitbit Ace Kids – Mishandled Subscription & Request for Resolution

[KPad]

This message is to formally express my deep dissatisfaction with the handling of my son’s Fitbit Ace Kids subscription and the response I received from customer service.

I purchased a 1-year prepaid subscription for $129.99, which has only been minimally used—barely a month. Due to an error in my son’s Gmail account birth year, his email was flagged and terminated as per Google’s age policy. Unbeknownst to me, this account was directly tied to his Fitbit Ace Kids subscription. Once the Gmail account was deactivated, the Fitbit subscription was also lost.

Upon contacting customer service to update his email and reactivate the subscription, I was told accounts are non-transferable, and no refund would be issued—despite the fact that the service was largely unused and the cancellation was clearly unintentional and caused by a policy-based Gmail deletion.

I escalated the issue to a “supervisor”, whose customer service was, frankly, disinterested and unhelpful. At no point was I offered a solution, a credit, or even the opportunity to reinstate the service under a new Gmail account. The call left me stunned—not just by the rigid policy, but by the complete lack of customer care.

At present, I’m left with:

• A $129.99 lost subscription

• A $318.18 investment in a Fitbit Ace Kids device that now serves no purpose

And the option presented to me is: pay again or walk away.

This experience reflects a broader issue in Fitbit’s customer experience strategy—rigid policies overriding reasonable solutions, and an apparent disregard for customer loyalty or long-term brand reputation. It’s disappointing, especially considering Google’s partnership with Fitbit.

I now face a choice: invest another $129.99 into a system that has already failed me—or walk away and invest in an alternative like the Apple Watch, which offers both premium service and customer-first support.

I urge Fitbit to reconsider this position—not just for my situation, but to protect your brand from what can rapidly become a growing trend of negative customer sentiment. A resolution or refund here would not just solve one issue, it would restore credibility in your system.

[RiekoC]

Hello @KPad 

Was this for the Fitbit Ace LTE? If so, I will move your post to the Ace LTE product help forum.

[KPad]

Yes

[RiekoC]

Hello @KPad 

Thank you for confirming. I have moved the thread to the Fitbit Ace LTE product help forum. 

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Update

Hello @KPad 

Please provide the case # that you were assigned by Support so that a member of the Ace LTE team can follow up. They also said to assure you that you will get full refund for the subscription that was canceled.

[RiekoC]

Hello @KPad 

Checking in after yesterday's update. The team is waiting for your reply with your case number so that they can follow up and resolve this issue.

Looking forward to hearing from you.