Fitbit Premium Free Trial Not Activating

[mwestl1118]

I recently signed up for Fitbit premium via the app and it did not activate. I have waited over  a day and have received a purchase confirmation from Apple App Store but it did not activate in the app itself. Most of the programs still have locks on them and when I try to click on them, it brings me back to the page to buy premium. 

[MattFitbit]

Hi @mwestl1118! Welcome to the Fitbit Community. 

Sorry to hear that your Premium subscription isn't working. I've gone ahead and opened a case with our support staff on your behalf. They will be in touch via email, so keep an eye on your inbox. Thanks for your patience!

[TeenyEileen]

I'm having the same problem. I signed up for the free trial on April 24th and have locks on what I'm most interested in. I wanted deeper sleep insights and the wellness reports. I thought these just weren't included in the free trial, but from reading other people's comments, it looks like they should be. Any help would be appreciated. 

[SilviaFitbit]

@TeenyEileen A warm welcome to the Community. 

Thanks for letting me know that you've activated the Free Trial but Premium features are still locked. I'd like you to confirm you did the following to start your fee trial: 

1. If Fitbit Premium is available in your region, you'll see a Premium tab in the Fitbit app. 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 free trial, and follow the instructions to purchase.

If you're still experiencing the same, please try the following: 

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

I'll be around if you have any additional questions. 

[PollyDavis1228]

This is also happening to me,  in fact i think i signed up April 24 as well.  I tried Sylvia's fix.  There are still locks on.   Ugh

[TeenyEileen]

I tried to purchase again, but was told I already signed up for Premium. Then I tried to restore purchases and got a message saying error restoring. Anything else I can try?

[SilviaFitbit]

@PollyDavis1228 @TeenyEileen Welcome to the Community. Thanks for letting me know that you tried the tips mentioned above but your subscription is still locked. 

I've shared your posts with our Support team and they will continue assisting you. Due to recent events affecting our operations, we may need more than 7 business days to respond.

I'll be around if you have any additional questions. 

[cato]

I have the same issue as well. 

[eryno]

I am also having this problem. If I follow your steps, I have the same experience as TeenyEileen. I signed up yesterday and can see the subscription in Google Play, but not the Fitbit app.

[SilviaFitbit]

@cato @eryno A warm welcome to the Community. Thanks for getting in touch about this. 

Since you're able to see you subscription on the store but not in the Fitbit app, please try to restore your purchases: 

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

Looking forward to hearing back from you. 

[TeenyEileen]

I already tried that a few times. Didn't work. Tried again now. Same message "Error restoring purchases. Something went wrong. Please try again later."Sent from my Samsung Galaxy smartphone.

[SilviaFitbit]

@TeenyEileen Thanks for confirming the troubleshooting performed. 

I've shared your post with our Support team and they will continue assisting you through email. Keep in mind that due to recent events affecting our operations, we may take a bit longer to get back to you. 

Catch you later! 

[TeenyEileen]

It's been 16 business days (no, I didn't count the 4th of July stat) and 23 calendar days.  Doesn't look like anyone is interested in helping me out. My free 90 day trial ends in 2 weeks and I haven't actually been able to try it yet. 

[SilviaFitbit]

@TeenyEileen Thanks for getting back. I apologize for the delayed in the reply from our Support team. 

Due to recent events affecting our operations, we may take a bit longer to get back to you. I've shared your case with our Support team and someone will reply to you today.

Thanks for your patience. I'll be around if you have any additional questions.