08-17-2021 11:28
08-17-2021 11:28
Hi, I have a Fitbit sense since the release and after the 6 month free trail I signed up for the yearly subscription deal. I was able to use it for a few months (after the free trail) and I was really happy about it. A few weeks ago, I wasn't able to make a bluetooth connection between my phone and the sense controls, unless I 'forgot the device' in my bluetooth settings.
Getting annoyed by that, I deleted the app and reinstalled as suggested on one of the threads on this forum. When I reinstalled it, I saw the 'get 6 month free Premium' deal pop up and saw that I wasn't subscribed anymore. In my Iphone settings, I saw that the subscription was still running until 28/05/2022 but Fitbit doenst recognize it. When I went for the '6 month free trail' in an attempt to let the app know I was already subscribed, I got an ERROR 1000 & ERROR 1002.
Anyone else had this issue? Fitbit can you please look into this, I can provide screenshots and billing information if needed. Thank you.
08-18-2021 11:12
08-18-2021 11:12
@RikSlabbinck Welcome to the Fitbit Community. Thanks for the detailed information shared.
I appreciate the troubleshooting performed prior to posting. I'd like you to make sure you're logged into the same account than you were before, I've noticed some users accidentally create another account using a similar email address.
If you're logged into the correct account, but still experiencing difficulties, restore your purchase by doing the following:
Hope this helps.
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08-23-2021 07:47
08-23-2021 07:47
Hi Silvia,
I have only 1 account and I tried the Restore Purchases without succes.
If I click on 'managing subscriptions', i get directed to my iPhones subscription center where I can see that I am still subscribed until may 2022.
Is there a possibility to send you some screenshots of this on whatapp?
Thanks in advance,
Rik Slabbinck
08-24-2021
14:35
- last edited on
11-04-2024
14:48
by
MarreFitbit
08-24-2021
14:35
- last edited on
11-04-2024
14:48
by
MarreFitbit
@RikSlabbinck Thank you for getting back.
I appreciate that you performed the steps suggested above. Take into consideration that Fitbit doesn't have support through WhatsApp, only through chats or calls. I was able to see that you have a case with our Support team, please continue the communication with them, they'll be happy to assist.
Have a good week.
Want to get more active? Visit Get Moving in the Lifestyle Discussion Forum.
08-26-2021 00:31
08-26-2021 00:31
I’m experiencing exactly the same issue.
Have you resolved your issue as yet?
08-26-2021 02:08
08-26-2021 02:08
Hi Justmeon,
The issue was on Fitbit's end and is resolved in my case.
I called the support line and they sent me a mail where I could upload 2 items:
1) Screenshot of an Premium Feature where a lock symbol is seen in the right upper corner.
2) A proof of payment. If you have an iPhone, you can search your mail as Apple sends you a receipt for every purchase.
Two days later my premium was restored.
08-27-2021
12:24
- last edited on
11-04-2024
14:48
by
MarreFitbit
08-27-2021
12:24
- last edited on
11-04-2024
14:48
by
MarreFitbit
@RikSlabbinck Thank you for sharing details on your experience. Glad to hear that you're back on track.
@Justmeon Welcome to the Fitbit Community. I was able to see that you have a case with our Support team, please continue the communication with them, this to avoid any confusion.
See you around. Have a good weekend.
Want to get more active? Visit Get Moving in the Lifestyle Discussion Forum.