Cannot cancel Premium subscription

[FitbitUser1228]

I signed up for the free trial for premium through Fitbit. I've been a loyal customer for 8 hears. I tried to cancel through the Fitbit app and through google, neither of which I could. I've spent over an hour trying to cancel a free trial just so I don't get billed. Still no solution other than reaching out to Google support, which is what Fitbit support told me to do. I did not sign up through google. My "subscriptipn" is showing nowhere to cancel it (Fitbit or Google) yet your chat help tells me it's not cancelled. Beyond frustrated from a loyal customer of 8 years. Makes me want to change providers. Just cancel it already.

Moderator Edit: Clarified subject and updated label

[LizzyFitbit]

Welcome to the forums, @FitbitUser1228.

Thanks for the detailed information, and taking the time to contact our Support team. I understand how you're feeling and I apologize for the experience that you've had with this matter. Let me confirm with you that when the option to cancel is no longer visible, it means that the cancellation of your subscription was successful and you shouldn't be charged again. Keep in mind that you'll continue having access to Premium for the remaining time of the subscription term, even after the cancellation.

Once again, I appreciate your feedback and if you continue having issues with Premium, don't hesitate to let me know as that will help me to investigate on my end

[Dokter_Arf]

So, just got this message from Fitbit:

***

”Dear…,
This email is to remind you that your trial subscription with Fitbit will automatically convert to a paid subscription soon.
Product Name                        Subscription Date  Expiration Date  Amount
------------------------------------------------------------------------------
Fitbit™ Premium Membership          07/25/2023           01/21/2024           8.99EUR”

***

I go and check subscriptions in App-store on Iphone: It says I have no subscriptions.

who is correct?

1. Fitbit Customer Support?

OR

2. APP Store ?

thanx

[LizzyFitbit]

Welcome to the community, @Dokter_Arf.

Thanks for bringing this to my attention, and letting me know that you contacted our Support team. I'd like to share with you that the email you received is automatically sent to all our members who started a free trial. However, it seems that your subscription was cancelled successfully since you don't see it in your phone's app store. Therefore, you will not be charged for it.

I understand your concern and you can always reply back to your email case to receive a confirmation from our team that your subscription was indeed cancelled.

[MelBookworm]

I am having the same problem except I DID get charged for it. My app still says Fitbit Premium but the subscription shows up nowhere.  How do I fix this??

[FitbitUser1228]

I got charged as well and I still do not know

[hazelengland344]

I haven't cancelled my free subscription and it is good till July 2 24

[MelBookworm]

I ended up doing the chat and they cancelled it for me.

[LizzyFitbit]

Hi there, @FitbitUser1228 and @hazelengland344. @MelBookworm Welcome on board.

Thanks for sharing these details, and your efforts while working on this matter. As you may know, we recommend cancelling a subscription at any time before the renewal date to prevent a recurring charge at the end of your subscription term.

If you no longer see the option to cancel on the Fitbit app, it might be already cancelled. Nevertheless, depending on how your Premium subscription was acquired, you can always contact our Support team or your phone's app store to confirm this information. If you purchased your subscription in the Google Play Store using PayPal, you will need to cancel it from your PayPal account with the instructions described here.

[SleepStruggler]

I’ve been trying to cancel for a couple months without success. I’ve read through the forum and tried the suggestions yet I keep getting billed and can’t find a way to cancel from my phone. My account was set up with Fitbit years ago, not google. Going to have to start refusing the charges if support doesn’t fix this. I’ve wasted so much time on this already.

[LizzyFitbit · Accepted solution]

Hi there, @SleepStruggler.

Thanks for joining this thread and doing your research in the forums. I understand how you're feeling about this matter, and I apologize for the inconvenience this has caused. While you've tried some suggestions, please confirm if you've also tried the steps described in this help article? Please make sure to try cancelling your subscription from the Fitbit app as well as from your fitbit.com dashboard.

Please note that the Premium charges will go through the Fitbit account used to start the subscription.

[Lmarkl]

WTF!! 
I don’t find anywhere on Fitbit app or google to cancel! I’m so friggin frustrated!!!

[LizzyFitbit]

Hi there, @Lmarkl. Welcome on board.

Thanks for checking the steps shared above. I understand your frustration and I'm sorry you're going through this experience. Because the option to cancel your subscription isn't appearing, I've contacted our Support team and I was told that you already got in touch with them. I'm glad you're receiving assistance and don't hesitate to get back to them if you have another question related to your case.

[MelBookworm]

I called and they said they cancelled. Still not sure if it is though because it still says “Premium” across the top.

[LizzyFitbit]

@MelBookworm It's good to see you here.

Thanks for the update. I understand your concern and I wanted to share with you that even though your subscription was canceled, you'll still have access to Premium features until the end of your monthly or yearly subscription term. Please be assured that you won't receive future charges for the subscription.