Charge 5 - 6 month trial not displaying

[JasonDC2020]

I just got my Charge 5 today. The box said 6 months free but I didn’t have that option. When I got my Charge 4 I got 3 months free. It seems like false advertisement to offer a trial with a new band. Also I need to adjust to not seeing the heart rate “pulse” on the display like the 4 did.

Moderator Edit: Clarified subject

[SilviaFitbit]

@JasonDC2020 Hi there. Thanks for the detailed information shared. 

Your feedback is appreciated, this helps us improving our services offered.

With the purchase of your Charge 5, you have the option to activate the 6 month Premium trial that comes with the tracker. I'd like you to confirm that your tracker has been set up to your account. After this, confirm you're following these steps to activate it: 

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 if you're only getting paid options to start Fitbit Premium?

In regards to your question about Charge 5 displayed stats, try changing the clock face selected, this way you can have the information needed on your display. 

Hope this helps. 

[JasonDC2020]

Yes, I’m only getting the option to pay yearly or monthly. No trial information is available and like I mentioned, I previously used a trial with my Charge 4 last year

[blaglag]

Same. Got a Versa 3 in early August. 6 months free premium was advertised. I put it off till today, and now when I finally decided to get it, it says 90 days (~3 months). AND then when I still carry on and get premium (it says that I have to choose a plan to activate premium and then the trial will apply), I now see no trial period anywhere. The premium subscription ends after a month. Where did the premium plan (albeit shortened from 6 to 3 months) disappear?

[SilviaFitbit]

@JasonDC2020 Thank you for getting back. 

Even when you signed up for a trial previously with the purchase of your Charge 5 you're able to redeem the 6 month trial that comes with it. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

@blaglag Welcome to the Fitbit Community. Thanks for the details mentioned. 

It's odd what you experienced. As described previously, you should be able to redeem the trial that comes with your tracker or watch purchased. I was able to see that you've been in contact with our Support team, please continue the communication with them, this to avoid any confusion. 

Have a nice day. 

[JasonDC2020]

I just called customer service regarding the trial. They said I had an option to select the trial when ordering online from Fitbit. However I picked mine up from Best Buy and I was never given a choice to opt in to this trial and furthermore, the box that my Fitbit Charge 5 came in advertised the 6 month trial. Anyone else?

[SilviaFitbit]

@JasonDC2020 Thank you for getting back. 

Another user shared that when trying to activate the trial, only paid options appeared, once you select either monthly or annually, the 6 month trial will displayed. 

Also, I was able to see that you have a case with our Support team and it has been escalated to the correct department, please continue the communication with them, this to avoid any confusion. 

Hope this helps. 

[tinymaid]

HI, I too had this problem with my Luxe today. Fitbit do not word it very well, so it implies you need to choose and pay for a plan. I have just contacted them and have been informed the 6 Months Premium is free but you need to choose your future plan and input your card details to gain access to it. I guess then you need to remember to cancel prior to the new plan at the end of the 6 Months activating.  I hope this info helps others, Carolyn

[anfervazquez]

Hi. In my case, I've just upgraded to a Charge 5 from an inspire 2. I still have a valid 1 year Free Premium, but i don't see my additional 6 months as I expected, after buying the new band. 

Need help with this, please.

[LedMatrix]

Is this on the app or the website? When I click on Premium from the website I just get an "oops" page.

[tinymaid]

I found I could only do it in the app. Hope that helps. --
Carolyn

[DebbieH14]

Yes, I am having the same issue.  I bought the Charge5 from Sam's Club.  I tried using the app, but I only get paid options.   So, I guess a call to Customer service is needed.   This is probably a flaw in the roll-out, but as a customer, I feel like I have been promised something and it hasn't been delivered.

[working_9_5]

I ran thru the set-up and was only offered a 3 month Premium for free.  My box and the Amazon ad said it was free for six months.  How do I fix this?