Can't subscribe to Premium, it's charging me $0 on the credit card

[serenityyoga]

I've spent all day trying to figure this out. I bought a Charge 4 this past week. After a few days I decided to take advantage of the 90 day free Premium subscription. I went thru all the steps. The process ended up sending a $0 purchase to my credit card company, which they denied, twice. I called them and they told me they cannot process a $0 purchase, and Fitbit should submit a small purchase amount (e.g. $1) to verify my payment method (to be used after the 90 days). So I called Fitbit, after a long hold, I found out that 6 years ago, I used a free trial for Fitbit One, so I'm not eligible to get another free trial. He specifically said I'm not eligible with my current account. I asked would I be eligible if I opened a new account with a different email, and he said Yes. So I set up a new account with a different email/email provider, set up the Charge 4, then tried to fill out the 90 day free trial info, and the same thing happened - they submitted a $0 purchase to my credit card company which was dening.

So I give up, and decided to go ahead and purchase the premium subscription at the monthly price, but THERE IS NO WAY FOR ME TO BUY THIS SUBSCRIPTION!!  Can someone help and give me some guidance on how I can subscribe? The app only seems to know about the 90 free trial and there is no other option for someone who wants to start a paid subscription.

Thanks in advance for any help.

Moderator Edit: Clarified subject

[SilviaFitbit]

@serenityyoga Welcome to the Fitbit Community. Thanks for the detailed information shared. 

I appreciate that you contacted our Support team prior to posting. It's odd what you're experiencing. 

I'd like to clarify that the previous Premium subscription that was offered by Fitbit is different from this new Premium service, as the previous one was available through Fitbit.com and this one is an in-app feature. 

I'd like you to make sure you're following this procedure to start your free trial: 

1. Tap the Premium tab.
2. Read the overview, and tap the button to get started.
3. Choose a 1-year or monthly subscription to start after your trial, and follow the instructions to subscribe.

May I know what is your phone default store? Have you tried subscribing to any other service before?

Hope this helps. 

[serenityyoga]

I have a Moto X4 (soon to change to a different Moto model) and a lenovo
tabb 4. Google Play Store app came on both devices.
It was a Fitbit rep who told me I did not qualify for this premium trial.
That certainly doesn't make sense with the response I kept getting online
with processing the credit card. And it's the same credit card I used to
purchase the charge for. I followed all of the steps that you outlined,
selected the $9.99 option and clicked subscribe. The next screen was asking
me to log in to my Google email address which is not the email address
associated with my Fitbit account. It also showed the last four digits of
my credit card number and the screen said I needed to log in to verify the
credit card. This all seemed very bizarre to me. And once I click submit I
get an immediate notification that the credit card is denied. I've talked
to the credit card people and there's nothing they can do because what's
being sent to them is not a purchase, it's a $0 transaction and they don't
handle anything like that. I just want to start this premium trial, and
yesterday I got so frustrated I decided that I would forgo the trial and
just try to purchase the subscription at the monthly rate to see if it's
something I want to continue. But there is nowhere in the app or on the
Fitbit website that allows me to do that. You're now telling me that I do
qualify to get this free trial and I'm hoping we can resolve this so I can
get started. I really appreciate that you replied and I hope we can sort
this out quickly. Thank you again, Toni Bradley

Sent from my tablet which seems to think it can anticipate what I'm trying
to dictate or type - it can't. So please excuse the brevity of my replies,
typos, and words or phrases that don't make sense.

[serenityyoga]

p.s. I subscribe to CC Cleaner and to a security scan app on both phone and tablet.

[serenityyoga]

another p.s. - when I was going thru the steps to subscribe to the free trial using my tablet, I was never asked for a credit card, but magically the last 4 digits of my card were displayed along with the option to change payment method. Fitbit must have gotten the card from my Google account, which has a different email address than the one I use in my fitbit account. And it was the email for my Google account that this process required me to log in to in order to verify my card. It makes no sense that Fitbit sent this verification to my card company - seems to me all that was needed was for Fitbit to verify that my card is on file with Google for charges to be made after the 90 day trial.

[serenityyoga]

SOLVED!!!

There are just some things that need a 'real' computer to execute, not a phone or tablet. I went to my laptop and googled 'how to get fitbit free trial' and look for a link that was to fitbit.com (https://www.fitbit.com/global/us/products/services/premium). It was to set up to process the free trial request. I logged in with my fitbit ID/PW. I don't think I was asked whether I wanted monthly or annually after the trial, but an invoice was displayed with a $0 charge. I clicked to put it in cart, then next page asked for my billing/shipping info and for a credit card. Then I got an order confirmation displayed followed by a confirmation email. I went to my tablet, clicked on the Premium tab, and it said I was already a Premium member! Checked a few things in stats and there's definitely more info available to understand the stats.

BUT I have no idea why I could not do this from my phone or tablet - I constantly use both for shopping, and I do have Google subscriptions on both devices. But there is some mixup in the process between my yahoo email address (the one I use for my fitbit account) and my gmail address (where somehow fitbit got my credit card info and displayed the last 4 digits). So there is some kind of issue with the premium free trial processing for my 2 devices, and not sure if this is a widespread thing, or if there is some problem that fitbit has 2 email addresses for me and doesn't know which one to use. But I now have the free trial, so I'm going to run with that. I hope this is not a problem for others.

[SilviaFitbit]

@serenityyoga Thank you for getting back. 

I appreciate the time you took to share detailed information on what you were experiencing. Glad to hear that it was solved by purchasing the subscription through Fitbit.com, I'm sure this will help others who might experience the same. Hope you enjoy the Premium features. 

Have a great rest of the week. 

[Sheysback46]

You should be able to choose one or the other Either the Monthly or yearly then send it through What will happen you will be $9.99 after the 90 day free trial The premium should be in your phone and working as they should have all your information now If you don’t cancel before the date then you would be charged the one you chose..Now if you have already chose the 9.99 then go in to your subscriptions on your phone and change it to the yearly Fitbit should automatically switch it over If that don’t work then call them directly and tell them you want the yearly subscription instead of the 9.99 Because your already in their system and it’s been sent to your card They just have to change it from in to the other Although you really should be able to do that in your subscriptions I have Apple I go into setting Apple is at the top I click on subscriptions it opens all my subscriptions up and I can cancel and control them from there..Hope this helps you out!! I think Fitbit should say that about the 90 day trial!! That it’s only one time period!! Take Care Sheila

[Sheysback46]

Also it shouldn’t have charged your card at all!! As it’s a free 90 day which means if you go over the 90 days then they charge on 91 days..Just a FYI 

[SilviaFitbit]

@Sheysback46 Thank you for sharing your feedback. 

Your comments are appreciated, be sure that features are implemented and improved based in user's feedback. As described by you, your credit card shouldn't be charged until the trial expires. Also, take into consideration that Premium trials are available to anyone new to Fitbit Premium. 

Hope you enjoy your Premium subscription. Have a good weekend.