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Cannot transfer Premium from my one email to another

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‎03-22-2022 07:41 - last edited on ‎03-28-2022 18:08 by Fitbit Moderator

‎03-22-2022 07:41 - last edited on ‎03-28-2022 18:08 by Fitbit Moderator

.I ordered the new fitbit , the 1 yr premium and the 2 year warranty in my email , for my wife. . I do not own a fit bit. In order to access the premium service my email has to be used. Her fitbit is attached to her email. After several phone calls to customer service the final representative suggested I cancel the entire order, fit bit premium and warranty so that I get my money back and have my wife purchase a new fitbit, premium and warranty under her email so she can 1)get the premium for $19.95 for the year and 2)be able to access it with her email.  The fit bit customer service rep said there is nothing else that can be done.
 
All I would like is to get her  the one year of Premium for the price I paid in her email . and Credit me back what I paid .
If I would have been aware of this I would have my wife order it. The customer service is horrible. I will never do business with Fitb
 
Moderator Edit: Clarified subject and updated label
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5 REPLIES 5

‎03-22-2022 09:35

‎03-22-2022 09:35

https://myhelp.fitbit.com/s/support?language=en_US 

 

try chat or phone with support

Stepping in the U.S.A. since September 2013. Android 14

Best Answer

‎03-22-2022 10:18

In response to Odyssey13

‎03-22-2022 10:18

I have . The problem is I purchased this with my email address for my wife.. They are telling me only my email address will activate the premium offer. I do not have a fitbit. Fitbit can not simply "switch" the email address from mine to my wifes. Their solution is to cancel my order and for my wife to reorder using her email so she may access the premium. I have talked, chatted and had email conversations . I was hoping someone at fitbit would see this and have a different outcome. 

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‎03-22-2022 10:43

In response to UGABADGER

‎03-22-2022 10:43

I've asked a Fitbit Moderator to stop by to address this with you @UGABADGER . I doubt any of us forum members/Fitbit users would know what you could do, so customer support is generally the bottom line.

Stepping in the U.S.A. since September 2013. Android 14

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‎03-23-2022 06:47

In response to Odyssey13

‎03-23-2022 06:47

Thank you. This forum was pretty much "a last resort". My wife loves her fitbit. My problem is not the product but the lack of a resolution to what I think should be an easy fix. The reason I ended up on the forum........after hours of phone calls , emails, chats ...the resolution was to send back the fitbit and have my wife purchase a new fitbit and premium package with her email. I gave up at that point. That was 2 weeks ago. Yesterday I get an email asking me to rate my customer service experience.....it also said if my problem was not resolved to go to my community.

Best Answer

‎03-28-2022 18:20

In response to UGABADGER

‎03-28-2022 18:20

Hi @UGABADGER. Welcome to the forums. @Odyssey13 Thanks for the heads up and your help.

 

@UGABADGER Thanks for the detailed information, and the time taken while contacting our Support team. Let me explain that each case is handled based on our policy. I understand how much your wife wants to take advantage of the Premium subscription and I'm sorry both of you're having this experience. Your feedback is truly appreciated and it'll be passed along to improve our services, and the overall Fitbit experience.

 

About your question, while I don't have access to your case, my best advice is to try getting in touch with our Support team one more time to receive more details about their resolution. You can use this link to get connected with them via chat or phone. Please keep an open communication with them.

Best Answer