Can't cancel Fitbit Premium

[Sunburst2]

 Can’t cancel Fitbit premium, already tried instructions given. 

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

@Sunburst2 Welcome to the Community. 

Thanks for getting in touch about this. I would like you to confirm you've followed the procedure mentioned in this article. If you're but you're still unable to cancel it, please let me know if you get any error message while cancelling it and where you purchased it too. 

Keep me posted! 

[SunsetRunner]

I was billed 87.50 in November 2019 by Fitbit INC. TK6T8HKGE.   I didn't notice much difference in my app but I did get a wellness report for my Doctor. When I started poking around I could not find any account info. They tell me they have no record of me in the system although on my apple device and android device it does say Premium but no account details to be found. Auto renewal time in november 2020 I will have to alert my Bank in that it's very difficult to navigate what the thinking is here.

[Jakob_Freitag.1]

 subscription must be cancelled in the App Store app on iOS or in the Google Play App on Android. Not in the Fitbit App.

[SunsetRunner]

I bought Premium through fitbit app and was redirected to Fitbit.com,  paid directly to fitbit inc.

Apple and google have no record of this transaction and neither does Fitbit but my app indicates I have Premium. I sent fitbit banking info this am.  All I want is to easily see my fitbit premium info, dates etc. and I want fitbit to find out why they don't see my Premium registration, I was billed 11/24/19. It's a ghost situation.

[Shelleyp]

I signed up for the trial, but I can't find Premium as a subscription to cancel. Yet the app shows me as Premium. I tried with both the online site, and the Google Play app. Neither shows me with any kind of a subscription. Yet the app shows me as Premium.

This is badly managed.

[IvoGeorgiev]

I have the same problem as Shelleyp

Can somebody give us a hint what should we do in that case, because there is no way to stop that free trial. Does it stop at the end by itself?

[Shelleyp]

Sophia

Downloaded the trial through Google Play. Went in to manage subscription, it doesn't show. Went to 'restore purchase' to see if that would do something, and got an error in the Fitbit app

Error restoring purchases

Something went wrong. Please try again later.

[Shelleyp]

I do NOT want to be charged if you all won't provide a way for us to cancel the trial.

[IvoGeorgiev]

Finally I found a way to stop it and I will share it with you. 

Open Fitbit app > Go to profile Icon in the top left corner > Scroll down to Subscription > Press Manage Subscription > Click on the icon that is shown > At the bottom of the window you will see a button that says Cancel. 

[Shelleyp]

As I noted in my comments, the subscription is NOT SHOWING UP when I do this.

It is NOT SHOWING UP. And when I go to restore, I get the error.

So, thank you, but no, you didn't solve my issue.

[SilviaFitbit]

@Shelleyp @IvoGeorgiev It's nice to see you on the Community.

Thanks for the details mentioned and the troubleshooting tried prior to posting. It's pretty weird that you're not seeing your subscription on your app. 

Please make sure you're doing this procedure to cancel your subscription on your app: 

1. In the Fitbit app, tap the Today tab > your profile picture.
2. Scroll down and tap Manage Subscriptions. Your active subscriptions open in your phone’s app store.
3. Tap your Fitbit Premium subscription > Cancel Subscription. Note that you won't see this option if you already canceled your subscription.

Looking forward to hearing back from you. 

[Shelleyp]

I must not have been clear in my previous messages.

To  repeat:

I followed the steps. It does not show up in Manage Subscriptions. When I click Restore, I get an error message.

[Sunburst2]

What???  replying to this email doesn't send

[Trulyndem]

This worked - thank you!

[SilviaFitbit]

@Shelleyp @Sunburst2 Thanks for getting back. I've shared your post with our Support team and they will continue assisting  you through email. Due to recent events affecting our operations, we may need more than 7 business days to respond.

@Trulyndem Thanks for letting me know that the procedure mentioned above worked for you. 

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

[Pence79]

I have exactly the same problem. The subscription is not showing for me to cancel. Please can you cancel the premium subscription for me? I have cancelled the payment scheduled for September as a precaution 

[SilviaFitbit]

@Pence79 A warm welcome to the Community. Thanks for getting in touch about this. 

I'm unable to cancel your subscription, it needs to be done from the store that you purchased it from. Please confirm you're doing this procedure to cancel it: 

1. In the Fitbit app, tap the Today tab> your profile picture.
2. Scroll down and tap Manage Subscriptions. Your active subscriptions open in your phone’s app store.
3. Tap your Fitbit Premium subscription > Cancel Subscription. Note that you won't see this option if you already canceled your subscription.

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

[kcassidy35]

I was charged but don't want Premium.  I finally was able to cancel but it was too late.  How do I make a request to credit the charge?

[SilviaFitbit]

@kcassidy35 It's nice to see you on the Community. Thanks for getting in touch about this. 

Fitbit Premium subscriptions are non-refundable. However, you may want to contact the store where you purchased it from, e.g. Apple Store. 

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