Can't activate 3 month trial of Premium on new Versa 2

[lilshaedy]

I have had my Versa 2 for a month now. I was really excited to try out the new Premium service offered with the purchase and the extended battery life. I have a regular Versa as well, but I have to charge it daily. I also liked the idea of being able to use Alexa as our household recently added Alexa devices to our home. Unfortunately I was only offered a 7 day free trial upon the arrival of my new Versa 2. I went ahead and used the 7 day trial hoping for the 3 month trial to kick in after. It didn't and I was charged. I reached out to customer service over the phone and was supposed to receive a refund for the $10.81 I was charged and my 3 month free trial was supposed to be fixed and active. I never got my refund and here I am, one month later getting an email saying that my Premium will be canceled unless I pay another $10.81. I reached out to customer service after getting the email and this is the conversation between myself and the agent through the chat option online. Ultimately and unfortunately, I don't think this agent understood what I was asking and told me I would be getting an email for a survey and instructions from the escalation team as to how to fix this issue. I have not gotten any emails yet for either the survey or what I am supposed to do moving forward. I'm quite frustrated and have even tried removing my Versa 2 from my account and readding it, I have deleted and reinstalled the Fitbit app on my phone, resetting as many things related to both the app and my device as possible, even going through the forums on here searching for anything that may work. Hoping for a solution soon.

maven (10/28/2019, 10:50:34 AM): Hi Logan, My name is maven. How can I help you?
Me (10/28/2019, 10:51:15 AM): Hi Maven. I am having issues with my free Fitbit Premium for purchasing the Versa 2.
maven (10/28/2019, 10:51:33 AM): I'd be more than glad to assist you with the premium issue on your Versa 2.
maven (10/28/2019, 10:51:37 AM): First of all, may I have your full name please?
Me (10/28/2019, 10:51:43 AM): Logan ****
maven (10/28/2019, 10:52:43 AM): To better assist you, may I know the email associated to your Fitbit account?
Me (10/28/2019, 10:52:51 AM): l****.com
maven (10/28/2019, 10:53:31 AM): Would you mind holding for a couple of minutes while I review my system?
Me (10/28/2019, 10:53:38 AM): not at all
maven (10/28/2019, 10:54:25 AM): After checking my system, I was able to find the Versa 2 associated to the email provided and I noticed its last sync was on Oct 28, 2019 at 10:44:36 AM.
maven (10/28/2019, 10:54:51 AM): Tell me, Logan, what issue are you having with your premium/
maven (10/28/2019, 10:57:20 AM): Hi, Logan, are you still there? This chat will close after 1 minute.
Me (10/28/2019, 10:57:23 AM): Yes. When I first received my Versa 2 I was only offered the one week free trial which I activated in in September on 9/9/19. On 9/26/19 I was charged $10.81 for the monthly subscription instead of receiving the 90 free trial. I recently got an email stating that
Me (10/28/2019, 10:58:32 AM): I was going to be charged another $10.81 this month as well. I do not know how to fix this issue. I have removed the Versa 2 from my account and readded it hoping the 90 day
Me (10/28/2019, 10:59:14 AM): free trial would kick in and it did not. It is still attempting to charge me $10.81 for the premium service instead of allowing me to use my 90 day free trial.
maven (10/28/2019, 10:59:30 AM): I see, upon reviewing my system, you used the one week trial on 9/17/2019, after this week expired I assumed you did not cancel the subscription, therefore you were charged accordingly with what you're telling me.
maven (10/28/2019, 11:00:05 AM): However, it seems that you canceled after, as the status of the monthly subscription appears as canceled and there is not date for renewal.
Me (10/28/2019, 11:00:38 AM): Yes because it was trying to charge me again for something that was supposed to be free.
maven (10/28/2019, 11:01:06 AM): Also, I can see that on 9/26/2019 you subscribed to the 3-month free trial, but it also appears as canceled by now.
Me (10/28/2019, 11:01:21 AM): Yes because it was trying to charge me again for something that was supposed to be free.
maven (10/28/2019, 11:01:39 AM): I will be asking you for a couple of minutes, so that I can review this information and provide you with a proper resolution.
Me (10/28/2019, 11:01:52 AM): Ok.
maven (10/28/2019, 11:02:00 AM): I really appreciate it. I will be back in just a moment.
Me (10/28/2019, 11:02:08 AM): No problem.
maven (10/28/2019, 11:03:35 AM): I'm still working on your case.
Me (10/28/2019, 11:03:43 AM): Thank you.
maven (10/28/2019, 11:05:30 AM): You're welcome.
maven (10/28/2019, 11:05:58 AM): Thank you for your patience, Loga.
maven (10/28/2019, 11:06:01 AM): Logan.
Me (10/28/2019, 11:06:07 AM): Of course.
maven (10/28/2019, 11:07:20 AM): After reviewing this information with my team, your subscription for the renewal appears as canceled, therefore, you should not be charged for anything from this point forward.
maven (10/28/2019, 11:08:24 AM): However, as you have two status on subscriptions, it seems that the first payment was for the monthly subscription that you canceled after.
Me (10/28/2019, 11:09:08 AM): Yes, I am aware of that. I am wondering how to activate the 3 month free trial as I do not have that as an option in my account. When I go to the subscription area it is requesting a payment of $10.81 to use the premium service.
maven (10/28/2019, 11:09:34 AM): I see, allow me a moment.
Me (10/28/2019, 11:09:51 AM): Ok.
maven (10/28/2019, 11:11:31 AM): Thank you.
maven (10/28/2019, 11:11:37 AM): Let's review the following.
Me (10/28/2019, 11:11:43 AM): Ok.
maven (10/28/2019, 11:11:47 AM): Do you have the Fitbit app with you at this moment?
Me (10/28/2019, 11:12:00 AM): Yes
maven (10/28/2019, 11:12:22 AM): Ok, open it and the go to "Discover"
Me (10/28/2019, 11:12:34 AM): Ok
maven (10/28/2019, 11:12:44 AM): Then, tap on "Guided programs"
Me (10/28/2019, 11:12:52 AM): Ok
maven (10/28/2019, 11:13:05 AM): You should see several options.
maven (10/28/2019, 11:13:11 AM): Correct?
Me (10/28/2019, 11:13:12 AM): Yes
maven (10/28/2019, 11:13:31 AM): On the upper right corner of every icon, do you see a little lock?
Me (10/28/2019, 11:13:37 AM): Yes
maven (10/28/2019, 11:14:04 AM): When you tap it, what message do you get/
maven (10/28/2019, 11:14:16 AM): Tap on the options, and let me know what you see.
Me (10/28/2019, 11:14:29 AM): I get a screen that says Try Premium
maven (10/28/2019, 11:14:33 AM): Tap it.
maven (10/28/2019, 11:14:40 AM): and then?
Me (10/28/2019, 11:15:12 AM): Now I have 2 options. Yearly subsumption or monthly subscription
maven (10/28/2019, 11:15:45 AM): Perfect, thank you very much for that. Give me just one moment, so that I can review this situation with my team.
Me (10/28/2019, 11:15:59 AM): Ok.
maven (10/28/2019, 11:16:07 AM): I really appreciate it. I will be back in just a moment.
Me (10/28/2019, 11:16:26 AM): No problem
maven (10/28/2019, 11:18:25 AM): Thank you for your patience, Logan.
Me (10/28/2019, 11:18:35 AM): of course
maven (10/28/2019, 11:19:14 AM): Given the situation we have here, it seems that your 3-month free trial was also canceled on the process you performed so that you were not going to be charged.
maven (10/28/2019, 11:20:02 AM): Due to this, I will be forwarding this case to a higher level of support, so that your case is reviewed and we can provide you with the appropriate resolution for this situation.
Me (10/28/2019, 11:20:09 AM): Ok
maven (10/28/2019, 11:20:44 AM): Please, be aware of your email, as for a response from us, letting you know what are the steps to take forward, ok?
Me (10/28/2019, 11:21:01 AM): Ok. Thank you.
maven (10/28/2019, 11:21:07 AM): You are welcome. Is there anything else I can do for you?
Me (10/28/2019, 11:21:32 AM): No, that was my only concern.
maven (10/28/2019, 11:21:37 AM): By the way, after our chat you will receive a brief survey. Any feedback you'd like to provide would be most appreciated, and will help us refine our Support processes.
maven (10/28/2019, 11:21:42 AM): I hope you have a great day. You can close this chat by clicking on "End Chat".

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

@lilshaedy It's great to see you around. 

I appreciate the time you took to share your experience with your Versa 2 and the chat session you had with our Support team.

Sorry to hear that you haven't been able to activate your 3 month Premium trial, since you have a Versa 2 Special Edition you should have the option to activate it. I truly appreciate the troubleshooting tried in order to access it. 

In this case, I've opened your case once again and our team will continue assisting you through email, once again, I apologize for the experience you've had. 

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

[Percula]

I’m also unable to get the Special Edition Premium 90 days.....

Two weeks after raising the enquiry all I get is this in reply. No help. No instructions what to do...

”Thank you for getting back to us. As of the moment, we do not have a time frame as to when it'll fixed. However, we're doing our best to identify a resolution for this issue. We sincerely apologize for the inconvenience that this has caused. Let us know if you have other questions or concerns.

[lilshaedy]

Percula,

It did take me making a couple phone calls, online chats, and emails to customer service. First I was told that I didn't qualify for the 3 month free trial because I didn't purchase the special edition. I was livid because I did in fact purchase a special edition and was in the process of getting my receipts, order summary from where I pre ordered it, and hunting down the box before reaching back out to customer service. They rechecked my account and emailed me back apologizing for the previous information I was sent and that they did in fact verify I had the special edition versa 2. From there I was asked to send them a screenshot of my purchase of the device, a screenshot of where I was charged for the trial that should have been free and the email associated with my PayPal. I was refunded for the charge on the premium that should have been free and they activated my 3 month trial on their end and so far I haven't had anymore issues. As much of a headache the whole situation was, I honestly didn't get anything accomplished using the online chat and the emails. But once I kept calling them things finally started to get taken care of. I hope you are able to get your situation straightened out soon ! It did take almost 2 months before my situation got resolved and I honestly don't find that an acceptable turn around time, but at least my issue is resolved for now. All I can suggest is try calling them once a week or so to see if they have any updates on your case. Best of luck to you !

[Percula]

So disappointing that you had to go through so much effort to get something that was supposed to be included with the Special Edition

[Percula]

Mine is now fixed. Sara Q at customer service seems to have fixed it. 

My Versa 2 SE was registered as standard. I now have access to the three month free SE Premium. 

My guess is that standard registered Versa 2 got put in the SE boxes. Apparently it’s supposed to say SE under the strap. Mine says SH. Anyway. Seems fixed now...!

Thank you Sara Q

[SilviaFitbit]

@Percula It's great to see you on the Community. I'm glad to hear that after talking with our Support team you were able to get the 3 month Premium subscription trial. Learn more about it by checking this article: What should I know about Fitbit Premium? 

@lilshaedy Thanks for sharing your experience with our Support team and Premium membership. 

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