Error when purchasing Premium subscription

[BattenKatie]

Hi. Ever since moving my account over to Google I am unable to renew my Premium membership.  I have cleared the  cache, Uninstalled the Fitbit App, logged in and out, all of the trouble shooting tips, and I still get the error that the product I'm trying to purchase is not avail (see attachment). Can someone help? Thanks!

Moderator Edit: Clarified subject and updated label

[LizzyFitbit]

Hi there, @BattenKatie.

Thanks for the steps that you have tried prior to posting, as well as the screenshot provided. I'm sorry that you're having these difficulties. This is weird, but let's work on this together! I understand that you have tried renewing from the Fitbit app, but if you have an Android phone, I'd suggest trying the following steps:

1. Open your phone's Settings app and tap Google and then Manage your Google Account.
2. At the top, tap Payments & subscriptions.
3. Tap Manage purchases, Manage subscriptions, or Manage reservations.
4. Then tap Renew a subscription to see more details.

In case you don't see your subscription, Fitbit Premium memberships can also be purchased directly on the Google Store.

[Shambeezo]

Hello,

Fitbit has been automatically deducting the payment for my Fitbit Premium subscription from my bank account since 2017 — Until July 2024, when the usual payment was not taken.  I have a Charge 5, I have NOT migrated to Google, I don’t have a Google account.  I cannot access my payment settings. After seven years of bliss with Fitbit, I’m pretty irritated now.  I have NEVER cancelled Premium, I would like to continue paying for Premium and receiving the benefits— but there is no information about what has happened to my account or how to get back to what I had.  
CAN YOU PLEASE HELP?

THANK YOU. 

[LizzyFitbit]

Hi there, @Shambeezo.

Thanks for joining this thread and I'm sorry that you've gone through this inconvenience with your subscription. To work on this together, may I know what happens when you try to access your settings? Do you get an error message and if so, tell us which one?

As an alternative, and if you haven't done so, let's try purchasing the subscription directly on the Google Store to see if the process goes through.

[BattenKatie]

Hi Lizzy,

Thanks for this info, but it's still not working. I tried all your suggestions and here's one of the errors I'm getting (see attachments).

Thanks,

Katie

 
Moderator Edit: Formatting and personal info removed

[LizzyFitbit · Accepted solution]

@BattenKatie It's good to see you again.

You're welcome. Thanks to you for your efforts as well as sharing screenshots of the messages displayed. Because the possible steps to renew your subscription were exhausted, I'd like to get you connected with our Support team. For this, I need additional information from you that would best be shared privately. I’m sharing a link to a form for you to fill out so we can look into this further.

I’ll keep an eye out for your response specifically, so please let me know once you’ve filled it out.