Can't cancel Premium subscription

[Jmartin113345]

I go on the website and its not there. I go on the app and its not there. I keep getting the email saying my account is being charged and it comes out of my bank account. I tried to find someone to talk to and it says the site is no longer available. Anyone able to send me an email or number for support?

Moderator Edit: Clarified subject

[Jmartin113345]

So after i make this post i finally found a support link that sent me to a number and email

[klinckychick]

Can you share the number & email please… I’m hopelessly lost.

[Heather-S]

@Jmartin113345 @klinckychick 

You can cancel in the app by following these steps:

• Tap on your profile photo in the upper left hand corner of the app
• Tap Account Settings
• Then tap Manage Subscriptions
• Tap on your Fitbit Premium and follow the steps to cancel

[Jmartin113345]

There is nothing there on mine. I tried that and clicked their support page that they gave in the email. The link sent me to their support page that seems to no longer exist

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 They 87 seem 76 to 23 have 49 a 97 lot of flags on their site. I cant type their number and i cant send the link. I also tried sending the screenshot. I will try and type the number after a few words to see if it will send. This is ridiculous. They make it such a pain to cancel. 

[Heather-S]

@Jmartin113345 To cancel, you have to do it via Google Play or the Apple Store. All subscriptions are through your phone's app store, so check there.

[Heather-S · Accepted solution]

@Jmartin113345 Have you tried this link for support? 

[Jmartin113345]

No subscriptions under that either. I tried that as well. I had to call them to cancel it. When i tried going through this website it kept giving me errors but was able to find it in a reddit forum and it worked.  Somehow you were able to share the link that i cant share. It flagged it saying certain things cant be said etc. 

[asiayeah]

The "My Subscriptions" page in fitbit.com seem broken. I need to contact fitbit support to cancel mine.

Is the cancellation feature being removed by Google?

[mjf1001]

Encountered all the same issues with cancelling. Apparently my free trial subscription was setup through PayPal and eventually  found I could cancel through the PayPal subscriptions tab.  Have raised a complaint with PayPal about the underhand practices of Fitbit and hoping for a refund.

Just had notification from PayPal requesting further information so no doubt you will too

in a couple of days time.

We are not the only ones either so hopefully when PayPal get lots of these notifications they will act accordingly going forward.

mjf1001

Not all. A lot are through PayPal and you need to find the subscriptions tab in PayPal to cancel.  
Mine didn’t show up in my I-phone subscriptions, Fitbit app or Fitbit browser portal.

If you don’t cancel in time it auto bills for the full 12 month Premium subscription.

Moderator Edit: Merge replies 

[krislivefree]

I had the same issue as well. I had to contact support because the subscription was nowhere to be found. I didn't use PayPal so idk how I can get a refund. Smh. Very shady practices by Google/Fitbit.

[Manmtn]

I did the same thing and couldn't find until after I was charged.  I eventually found it on the website and asked for a refund to no avail.  I only have it because it came as a "free" trial when I purchased my replacement watch for the discontinued Ionic.  I never used the premium and didn't want to continue it.  I'm out $118.  I'll never do a "free" trial again.  

Prior to this I thought Fitbit provided caring customer service.  No longer feel that way! 

[Bosco253]

Contact your bank/credit card and tell them to refuse the payment. If it still shows up, report it as a fraudulent charge, IF you have the documentation to prove that you attempted to cancel.

[mjf1001]

The auto renewal and payment were taken through PayPal and without proof of cancellation prior to the renewal date a Report to Paypal is not enough for them to authorise a refund.

I have now received notification of an 11 month refund from Fitbit but believe this is because I kept complaining about their practice and especially kept reminding them of their T&C stating they would notify of the cost of the auto  renewal which they hadn’t in the email.

[Bosco253]

Well, it's good that you're getting back 11 months' worth, anyway, although it should be the entire year.

[jaliv]

I had the same issue; I cancelled my subscription on apple pay but found out it was still active on the fitbit desktop version. If you register your account for desktop access, instead of the app, you can find your hidden, active subscription there. 

https://www.fitbit.com/global/us/account/subscriptions#

Also call your bank to dispute the charges. 

Moderator Edit: Word choice