Can't use the 6 month premium trial that comes with the Sense

[jinks]

Just wanted to express how utterly rubbish it is that after trying out Premium for 3 months (after Fitbit literally spammed me to death saying I should try it on my Ionic) that I am now ineligible for the 6 month trial with a new Sense. Also worth noting it was bad value at £7.99 a month and it's now gone UP to £8.99. Yup, a few videos and some extra numbers cost more than Netflix.

The stats literally cost nothing extra for Fitbit to display, why on earth put them behind a paywall. This kind of customer "service" isn't easily forgotten. As a customer who has now spent £600 on 2 watches I expect better treatment.

Moderator Edit: Clarified subject

[AlvaroFitbit]

@jinks Thanks for stopping by! 

Sorry to hear that you can't use your 6 months premium trail that comes with your new Fitbit Sense. Regardless of having used the 3 months trial that Fitbit provided a few months ago you should be able to use the 6 months Premium trail now. Do you still have the first trial activated on your account? If this is the case then you will need to cancel from the place you initially used to set it up (Apple store, Google's Play store, etc.). Once it is disabled/removed you should be able to see the option to start a new 6 months trial of the Fitbit Premium.

Still to further assist you I have created a ticket so our Support team can take a look at your account and help you with this. They will reach you out via email.

Let me know how it you still need help with this.

[SunsetRunner]

Hi @jinks I understand your frustration but as the terms clearly state the 6 month trial is only for new customers only, not those who have previously taken a premium trial.  Besides you chose to buy the watches clearly knowing the terms and conditions so you are hardly in a position to complain.

[bobby2478]

That isn't true @SunsetRunner as I took advantage of the free Premium trial a few months ago at the onset of Covid, and once that trial ran out I canceled so was a free member. I just got my Sense and it allowed me to start a new 6 month Premium free trial and I successfully enrolled.

So regardless if you used a free trial previously or not doesn't matter, what does matter is if you are CURRENTLY a Premium member as if so it can't "refund" you to make it free. To get the 6 month free trial you need to currently be a basic/free Fitbit member. As long as that's the case then I'd ask Fitbit about it.

[KateFitbit · Accepted solution]

Hey Everyone - please note Customers who previously subscribed to Fitbit Premium and don’t have a current subscription can start the free trial with the purchase of Fitbit Sense or Fitbit Inspire 2.  Current Fitbit Premium subscribers can start the free trial after they cancel their premium subscription and then start the free trial with the purchase of an applicable Fitbit device.

[DoraD]

Hi! Chiming in here with a similar issue.

I just purchased the Sense. I've only ever been a free user and used (I think) a 1-month premium trial a while back. When I go into the app, it only allows me to subscribe (with payment), but not to activate a 6-month free premium trial (see screenshot). Do I even qualify for a free trial? I was under the impression that I would have the right to a free premium trial as long as I'd never paid for a subscription.

I've read in another thread that this is possible but you have to clear cache and then reinstall the app. I've cleared the cache - didn't work. As for uninstalling and reinstalling, I'm a bit worried about doing this so I don't lose data (I've read in other places on the forum that some users have lost their data when doing this). Plus it's just a hassle if i have to reconnect my device(s) and also maybe have to set things up again.

Thanks for the feedback!

[SunsetRunner]

Unfortunately, I am being told adamantly that I can not do this. I cancelled my subscription as originally told to me by a Fitbit representative on the telephone and I was told the free trial was active on my account. 

Today when I went into my App the premium had stopped working and when I called up I've been told I can not redeem the free trial I purchased with the watch as I have already had a free trial when I joined 5 + years ago. When I explained this was not the advice given to me previously or on their own forums she asked me to try resetting up the watch and I'm now back on hold. 

I cancelled my subscription at the cost of £7.99 a month as well so to rejoin I'd be at the new price of £8.99!! Some advice on what I can do would be appreciated because as it stands I am really disappointed. 

[1222frky]

Heya! I had exactly the same issue. Had an email trail with someone in support and it literally went nowhere. What you have described here is how I thought it should work but never happened for me due to this person being really unhelpful. How can I proceed from here please?

Thanks heaps 

[SunsetRunner]

I've managed to resolve this today. I asked for it to be taken higher and when put in touch with another team I was given a solution and have been able to activate my free trial ☺️