Account shows Premium but don't have a subscription

[Lilacflower]

Why does my photo have orange circle around it? And why am I suddenly displaying 'premium ' under photo? I've never signed upto premium!

Moderator edit: updated subject for clarity

[SunsetRunner]

Hello and welcome @Lilacflower 

This is very odd behavior if you didn’t sign up for Premium services. I’m flagging your post so that a moderator can look deeper into the situation. 

[Draig]

I've got the same thing as well

[LizzyFitbit]

Hi @Lilacflower and @Draig! Welcome to the Forums. @SunsetRunner, It's always great to see you here and thanks for the heads up! I'm sorry for the delayed response.

@Lilacflower and @Draig, thanks for the screenshot and for reporting this situation. It's odd that you're seeing that label on your accounts without having a Premium subscription and please know that this has been escalated to the team who'll investigate and work on this. Once I have more details, I'll let you know. In the meantime let me suggest to keep the Fitbit app up-to-date.

By the way, I've moved your posts to the Premium board so you can receive more related responses about this situation, and to keep our forums organized.

[LizzyFitbit]

Hi @Lilacflower and @Draig. Hope you're doing well.

Our team is still investigating this behavior with the Fitbit app and to gather the necessary details, could you please provide me with the following:

• Is this "Premium" label just appearing in your profile's screen?
• Do you see anything else related to Premium/Premium Features in the Fitbit app?

Thanks for your patience and I'll look forward to your reply.

[Draig]

I've spoken to someone over email, have found that my email is not associated with premium. I have access to the guided programmes. 

[LizzyFitbit]

Hi @Draig, thanks for getting back with the requested information. I'm sorry for the delay.

I've escalated this information to the team for investigation so this can be resolved as fast as possible. I'll update this thread as soon as I have more details from them. If there's anything else I can do for you, please keep me posted!

[LizzyFitbit]

Hi @Lilacflower and @Draig. Thanks for your patience and hope you're fine.

I've received updates from the team in regards to your inquiry. It seems that if you purchased a Fitbit Coach subscription in a country where Fitbit Premium is available, you now have Fitbit Premium as part of your Fitbit Coach subscription. To learn more about Fitbit Premium and its features, take a look to this help article.

In case you have purchased neither Fitbit Premium nor Fitbit Coach, please reply back so I can further investigate.

[mia_11]

I also did not sign up for Premium and my account is showing as a premium account. I am currently participating in a corporate competition through Fitbit but my employer didn’t notify me that I’d be receiving Premium. Can you please help? Thanks. 

[sdb4NC]

I am experiencing the same.  My mobile app shows the premium banner and my picture has a yellow ring around it.  I do not have a premium nor Coach subscription unless my job has added  it.  How do I check on this?

[LizzyFitbit]

Hi @mia_11 and @sdb4NC, welcome to the Community Forums.

Thanks for letting me know that your Fitbit accounts appear as Premium. This is odd as that should appear only if you purchased a Premium membership or trying the free trial. To work on this together, make sure the Fitbit app is updated and try the following steps:

1. Log out from the Fitbit app.
2. Force quit the Fitbit app:
   For iOS devices, see this article.
   For Android devices, see this article.
3. Reboot your phone.
4. Open the Fitbit app, log back in to your account and check your details.

[sdb4NC]

Logged out, forced closed, rebooted phone, still shows as premium.  Uninstalled app then reinstalled, still shows premium.  It is just on the mobile app.  My pc and tablet do not show premium flag.

[LizzyFitbit]

Hi @sdb4NC. Nice to see you here.

Thanks for the time taken to try the steps posted above. Premium is a benefit available just on the Fitbit app, meaning that your computer won't show it. However, it's still odd that your phone shows that Premium flag without having a subscription. In order to further investigate I'll need you to provide me with your phone's model and the OS/software version. Also, please take a screenshot of the yellow ring displayed on the Fitbit app and attach it to your reply by following the steps from this post.

[sdb4NC]

Samsung Galaxy J7 Refined

Android version 9

 

[sdb4NC]

Just wanted to follow up.  The premium flag has gone away after the phone did an update yesterday.

[LizzyFitbit]

Hi @sdb4NC. I hope you're doing well. I'm sorry for the delay.

Thanks for keeping me informed, as well for the screenshot provided. I'm glad that the Premium circle has disappeared from your account after the update. In case you have some spare time, I’d like to invite you to visit our Health & Wellness board where you can make new friends and find encouragement from other members. If there's anything else I can do for you, please keep me posted.

See you around! 😊

[John19771067]

Hi I have this issue also, I haven't subscribed but its showing premium on app home page. 

[LizzyFitbit]

Welcome, @John19771067. It's good to see a new face around.

Thanks for joining this thread and letting me know about your Fitbit account. While this is odd, do you recall starting a free trial of Premium recently? If this isn't your case, I'd recommend getting in touch with our Support team so they can investigate what may be occurring and provide you with further assistance. Please click here to get connected with them via chat or phone.