Activated premium trial but was immediately charged

[4xMommy]

I selected a plan to activate my 90 day free trial of premium but was immediately charged for a monthly subscription. I don't want to pay for premium until I'm sure I'll use the features. 

Moderator Edit: Clarified subject

[ShanRose]

Same here!

[Rogini]

Same here

[SilviaFitbit · Accepted solution]

@4xMommy @Rogini @ShanRose A warm welcome to the Community. Thanks for getting in touch about this. 

The free trial for Fitbit Premium is for customers who haven’t previously activated a free trial for Fitbit Premium. Thanks for understanding. 

Please let me know if you saw the 90-day trial offer and you signed up for it or how you signed up for Fitbit Premium? 

Looking forward to hearing back from you. 

[4xMommy]

This was the first time I've signed up for Fitbit Premium. When I was setting up my device, it asked me to select a plan to begin my 90 day free trial. I selected monthly thinking that's what would kick in after the 90 days was over. 

[Rogini]

yes i saw the 90 day free trial offer and clicked on it. And i have not signed up for the premium service before.

[rlchavez83]

Same issue here. This was also my first time trying the premium plan. I wanted to try the free 90 day trial to see if it was something I would use.

[KiraZen]

Hello Silvia,

Maybe you can help me understand something as I stand a very confused client. I bought my Fitbit a few months back and have never had Premium. After seeing the 90days free trial on the app I though of trying it out, but I am asked to fill in my credit card information and I am even informed of the monthly/yearly price of the service.

If the trial is free, why do I have to input my credit card information? I would rather not be charged and have to ask Fitbit to give me back my money, much easier for all of us if it never leaves my wallet.

Thank you for the help.

[4xMommy]

I understand the trial is for new users. I am a new user as I've never had a Fitbit of any kind before so this is definitely my first time signing up. 

I selected a monthly plan because it says I had to choose one to begin my free trial. 

I'm just confused as to why the system thinks I've signed up before. 

[SilviaFitbit]

@4xMommy  @Rogini @rlchavez83  Thanks for getting back. I've shared your post with our Support team and they will continue assisting you through email. Keep in mind that due to recent events affecting our operations, we may take a bit longer to get back to you. 

@KiraZen Welcome to the Community. Thanks for taking the time to post your inquiry here, I'll be happy to clarify this. 

The Free Trial is for users who haven't activated any trial before. However, we've noticed that some new users are still being charged and that's where Moderators create a cases, this way our Support team can continue assisting them. A valid payment method is required but you're free to cancel it any time before you get charged. Full information about Premium can be found here. 

I'll be around if you have any additional questions. 

[Rustproofpiano]

I also just signed up for the free trial, have never had one before, was immediately charged and my next bill date is in 30 days for 9.99.....

[SilviaFitbit]

@Rustproofpiano A warm welcome to the Community. Thanks for getting in touch about this. 

I appreciate that you mentioned this is the first time you signed up for Premium. I've shared your post with our Support team and they mentioned you already have a case with them, please continue the communication through email. 

I'll be around if you have any additional questions. 

[4xMommy]

I still haven't received any emails from customer support regarding my issue. Can you please check on the status? Thank you. 

[SilviaFitbit]

@4xMommy Thanks for getting back. This has been escalated to our team but due to recent events affecting our operations, we may take a bit longer to get back to you. 

Your patience and understanding are truly appreciated. I'll be around if you have any additional questions. 

[Andrelutza]

I have the same billing issue on my Premium 90day free trial.

I saw the announcement in the app, clicked on it and got redirected to google pay. 

I cancelled immediately, but the money for a yearly subscription was taken from my account.

I found a tab in the app, under the "go premium" section where I got a right link, to an offer that said that I will be charged in october.

Problem is my money is gone already due to the wrong link I got when clicking on the advertising for this promotion.

I tried to contact google play, thay said I should talk to the app help center.

I tried to have a live chat with your consultants (twice, with Mariella and then Philip) but I got disconnected both times.

I would like you to please issue a refund, in proof that this was not intentionally misleading.

Thank you in advance.

[Rustproofpiano]

I can tell you they emailed me and said they found my purchase, but I still needed to prove it by attaching my Google play receipt, they had me cancel it myself, never got a single cent back, it cancelled the next month so they made me pay for the first month of my 90 day free trial. Such bullcrap!



Sent from my Samsung Galaxy smartphone.

[SilviaFitbit]

@Andrelutza A warm welcome to the Community. Thanks for getting in touch about this. 

I appreciate the detailed information shared.

If you subscribed to the 90-day trial, you shouldn't have been charged for the membership right away. In this case, I've shared your post with our Support team and someone will reply to you as soon as possible, keep in mind that due to recent events affecting our operations, we may take a bit longer to get back to you. 

@Rustproofpiano Thanks for sharing your experience with Fitbit Premium, I've shared your comments on the case that you already had with our Support team and someone will reply back to you. 

I'll be around if you have any additional questions. 

[Elizabeth_ann]

Happened to me. I got a free 7 day trial a year ago and saw they were offering me another one. Cool! Maybe theres some new features I'll like?? Well, I was charged anyway and they said I couldnt redeem it if I had a free trial already.. why offer it to me then??? I feel like I've been conned a little. I cancelled and currently trying to get a refund, but they had to escalate it. 

[Andrelutza]

@4xMommy @SilviaFitbit  I submitted a refund request directly through the google play store (although they said that subscriptiond ar not refundable) and it was approved, so I got the refund within 3 days from the form submission.

I'm sorry to say, but FitBit support did not help at a all with this issue.

[BytheBay]

Same happened to me. I had not taken advantage of any previous offers of a 90-day free trial for premium but was charged after 30 days.