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

[Tonyk26]

Hi I bought a new charge 4 and saw the premium 90 day trial and clicked on it - I was immediately charged £7.99

It’s not right to say what you say below ie Free trial is for users who haven’t activated any trial before.  You are still promoting a free trial and then charging.  This is miss-selling and not legal.  Please ensure you rectify 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. 

[SilviaFitbit]

@Tonyk26 Welcome to the Fitbit Community. 

Your feedback is appreciated, we're always striving to improve our services offered. More information about who should receive a free trial can be found on this page. 

Have a nice day. 

[grover210]

Same here

[SilviaFitbit]

@grover210 Welcome to the Fitbit Community. Thanks for the details mentioned. 

Note that Fitbit Premium trials are available to anyone new to Fitbit Premium. If you're a new user and were charged, contact our Support team, they'll be happy to help you. 

Have a good weekend. 

[Brookeb34]

I had this same issue! I don’t believe I had the free trial before; however, I saw the 90 day free trial button and I clicked on it to purchase the free trial but was charged immediately as well.. 

[SilviaFitbit]

@Brookeb34 Welcome to the Fitbit Community. Thanks for sharing what you experienced with the Premium trial. 

Since this was the first time you tried it, get connected with our Support team, they'll be happy to continue assisting you. 

Hope this helps. 

[Sandy_Penguin]

Same thing just happened in my family. From the app itself, a 90-day free trial was offered, yet selecting this caused an immediate charge for a 1-year subscription to Fitbit Premium. “Read the fine print” you may say. “Only one free subscription per (user / device)”.  Hey Fitbit - please don’t push free-trial offers to those of us that are not eligible for them! You are engaging in subterfuge by sending these.

[SilviaFitbit]

@Sandy_Penguin Welcome to the Fitbit Community. 

Thank you for your feedback and comments, we're always striving to improve our services offered. I appreciate that you shared how you feel about this.  Fitbit doesn't offer refunds for subscriptions. However, you could contact Google or Apple, sometimes they make exceptions. 

Hope this helps. 

[Sandy_Penguin]

@SilviaFitbit thanks for the reply and of course, Apple reversed the Fitbit Premium charges for us upon request. My concern (or gripe) was and still is that Fitbit pushed a targeted ad at my user, offering a free trial that actually did not exist. If Fitbit is serious about “always striving to improve” your services then you could stop doing this. It’s a simple script change.

The fact that you push free trial offers at users that have already used up their eligibility for them indicates that Fitbit knows this ends up trapping some users into subscriptions they don’t need and appreciates the revenue generated from this behavior. 

[CollinM]

This is also a long standing issue with the Premium service. Just searching the support forums shows that this is not a recent problem and a lot of people encounter it. But nothing seems to have been done to rectify this or at least catch this before the user is actually charged.

[wilspi]

Same happened with me yesterday. I never used the fitbit premium, thought of trying the 90 days free trial but got charged immediately.

[SilviaFitbit]

@wilspi Welcome to the Fitbit Community. Thanks for the details mentioned. 

I was able to see that you've been in contact with our Support team, please continue the communication with them, they'll continue assisting you. 

Have a good weekend. 

[Vonfeh]

Hi @SilviaFitbit I've had the same issue. I had a notice in my Fitbit app for a free 90 day trial, clicked it, and have immediately been charged. I didn't want to sign up, but instead trial the features. I dont think I've ever signed up for premium. It's a bit of a product issue if someone who might have at some stage been a premium member (without knowing) gets a pop up for a free trial, but then immediately charged without knowing.

Can you get support to investigate? I'd like a refund on that charge. 

[davide.ballico]

Same same here.

contacted Fitbit and was told “Fitbit won’t provide any refund, please go to Apple”.

I’ve reminded the person that “Fitbit app directed me to Apple Pay in order to enrolling the 3 months free trial”, so there was no other choices.

Got same answer that Fitbit doesn’t provide any refund.

Worst customer service ever.

Am so fed up that if I don’t get any refund by Apple, I will return my watch and cancel anything Fitbit for some better organized companies and service.

Unbelievable  ! 

[CollinM]

@davide.ballico It's actually not legal what they're doing if you live in the EU. They have to repay you if you get charged when you didn't agree to get charged. There's a 14 day no questions asked reflection period where you can cancel and get your money back.

[alaskanterrie]

I have no idea what this premium thing even is.  Today I look and I have a 9.99 pending charge??  I go into fitbit and try to cancel.  There is no record of a subscription though fitbit or through my apple phone.  What is going on here?  Trying to call their help number is useless.  No human contact.  I tried twice.  Tried to chat, the chat box never appeared.  Tried to email-- I don't have a twitter account to email them through.  What a racket.  😞 

[jfunk825]

February 2022, just bought a new Sense, and this is still going on.  I previously had a fitbit many years ago, but Premium wasn't even a thing back then and I've never participated in a Trial.

When I initially set my Sense up, I was informed via a pop-up that I wasn't eligible for the free trial due to my previous trial participation so I skipped it and contacted Support.  Support instructed me to open the app and go to the Premium page there, which was still showing the trial offer.  They instructed me to click there and sign up.  I did so, and it immediately went through with no notification about not being eligible.  I figured all was well, until a couple minutes later when I got the notification I had been charged $10 and have a renewal date next month.

Support now says they'll follow up with me via email.  Obvious scam is obvious.  They're deliberately mischarging people just hoping they'll give up after being forced to jump through enough hoops and let it go.

[Calypsot5]

Same here - my Charge 5 dies after 1.5 years - so just went to Costco and bought another. I removed the device from the app and synced the new device. It told me since a new device I get 6 months free trail of premium. I clicked on it to approve on Apple as a trial but would charge at end of trial if I did not cancel. It charged the card immediately. I have called support twice and they said they would Email me in 3 days. I am waiting - its leaving a bad taste in my mouth and have had Charge 3,4 and (2) charge 5s. I am hoping this will be resolved so I stay with Fitbit. I have too many years vested. I just wanted to see if there were any new features in the premium app.