Fitbit 1 year subscription paid, suddenly not recognized by Fitbit app anymore

[RikSlabbinck]

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.

[SilviaFitbit]

@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: 

1. In the Fitbit app, tap the Today tab  your profile picture.
2. Scroll down and tap Restore Purchases   OK.

Hope this helps. 

[RikSlabbinck]

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 

[SilviaFitbit]

@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. 

[Justmeon]

I’m experiencing exactly the same issue.

Have you resolved your issue as yet?

[RikSlabbinck]

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.

[SilviaFitbit]

@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.