Fitbit Premium Guide

[MattFitbit]

Hi everyone! 

I am very excited to announce the official release of Fitbit Premium, now available for purchase in select regions. This post will address some of the top questions we’ve seen for Fitbit Premium. For further details, check the information provided on our product page, our blog post, and help article. Fitbit Premium is available in the Fitbit app on Android and iOS.

Q: What is Fitbit Premium?

A: Fitbit Premium is a paid membership in the Fitbit app that leverages your unique data to deliver personalized, actionable guidance and coaching to help you reach your health and fitness goals. It was created leveraging insights from 10+ years of Fitbit data and academic and medical expertise to help you move more, sleep better and eat well with customized programs, advanced sleep tools, personal insights, hundreds of workouts, new challenges, and more – all in one place and made just for you. 

Q: Who is Fitbit Premium for?

A: The Premium membership is for the everyday consumer who is looking for extra support and motivation to begin to make healthy changes to improve their overall health and fitness. It’s perfect for those who are committed to taking action, but may not know where to start.

Q: Have any previously existing Fitbit features moved behind a Premium paywall?

A: No. All the Fitbit app features you enjoyed before Premium are still available for free, and we’ll continue to add new free features in the future. Fitbit Premium adds new paid features, but does not remove any previously free features.

Q: Do I need to pay a recurring fee to use my Fitbit device?

A: No. Your Fitbit device will remain fully operational without a subscription to Fitbit Premium.

Q: Will current Coach users be required to pay more for access to Premium?

A: No. Current Fitbit Coach subscribers will automatically get access to Fitbit Premium features as soon as Premium is available in their country or language. Their subscription price will remain the same as it is today, and for as long as they choose to keep their subscription active.

Q: Has weekly sleep average been replaced by sleep score, or moved to Premium?

A: No, weekly sleep average is still available to everyone. To view it, tap the sleep tile in the app, swipe left on the graphs at the top until you see “Hours in Sleep Stages,” then tap the graph to see your weekly averages.

All Fitbit users will continue to have access to their time asleep, sleep schedule, sleep quality details, as well as weekly hours slept compared to their sleep schedule. Additionally, all Fitbit users with a device capable of heart-rate tracking will also see their sleep stages and sleep score.

Premium members will see all of the above, and also receive a deeper analysis of how their sleep score is calculated. This deeper analysis includes visibility into sub-scores for time asleep, deep and REM sleep stages, and restoration details, which provides analysis of your sleeping heart rate and time spent tossing and turning.

Q: What exactly do I get with Fitbit Premium, versus the free features? 

A: All Fitbit users will continue to enjoy the free features in the Fitbit app available today, such as daily and weekly trends for your activity, exercise, heart rate, and sleep, hourly activity, female health tracking, educational insights, the Fitbit community, and logging food, water, and weight.  

In addition to this, Fitbit Premium adds: 

• Guided Programs, which leverage expertise from the Fitbit Advisory Panel and internal experts to take you step-by-step through building healthy habits based on your own goals, fitness level, schedule, preferences, and unique stats.
• Personalized Insights, which surface trends in your unique Fitbit stats to indicate when you’re on the right track with healthy behaviors and give you a gentle nudge when there’s an opportunity to improve. 
• Advanced Sleep Features, which provide personalized sleep insights and a more thorough analysis of your stats with a comprehensive Sleep Score breakdown.
• Dynamic Workouts, which give you access to thousands of workouts from certified personal trainers that will help you become stronger on your journey to optimal fitness. (Currently accessed with the Fitbit Coach app - but over time, workouts will become available directly in the Fitbit app.)
• Games and Challenges, which will include adaptive, collaborative, and customizable challenges and games to be played with any family or friends you’re connected to on Fitbit, helping you all to stay motivated.

You can find more details on these Premium features in this blog post.

Q: How do I cancel my Fitbit Premium subscription? 

A: Please follow the directions detailed in this help article.

Q: I received a gift card for Fitbit Premium from Best Buy, how do I redeem it? 

A: Redeem your gift certificate and find all FAQs here. 

If you have additional questions about Fitbit Premium, or just have some feedback you want to provide, let me know in the comments below as I would love to hear what you think.

[PatSwayze]

I hope someone can help you on here. I do not have the Premium part of Fitbit. You can always email them at  https://contact.fitbit.com   

They answer within a day.

[Falcncruzr]

The original Premium I joined back in 2015 was comprehensive and offered a personalized 12 week weight trainer program that I still miss. The sleep feedback is a great addition so that is a trade off for me since it can have a great impact on health. I enjoyed your reading your post..

[SunsetRunner]

Hi, I'm a FitBit Coach subscriber and suddenly am unable to access the workouts I used to have access to. There are only a limited number of 'unlocked' sessions available and it's asking me to 'go Premium to unlock'. So I am a subscriber but do not have access to 'Premium' features? This is not what I signed up for!

[Michellew-1234]

I have subscribed to premium and in the Fitbit app selected a workout program. When I click on the video link to opens for it coach. When I try to login it won’t let me. I’ve reset my password, tried every option and even deleted it and reinstalled. Can you please let me know how to view these premium videos??

[crnalah]

An offer popped up on the top of my Fitbit App for a free three month trial subscription.

I clicked on okay.

Then I got a receipt from Apple for $79 for Fitbit Premium.

What I agreed to was a three month free subscription with a decision when that was over to pay the $79. 

I would like a refund. 

Linda Hackley

[SunsetRunner]

I just signed up for my 90 d free trial of Fitbit Premium. I downloaded the Fitbit Coach app but unfortunately cannot log in. The screen freezes (I have an iPhone 11) so I have not been able to access any of the in-home workouts. Have re-set my password, tried to log in using Facebook instead, deleted app and re-installed, shut down my Versa and restarted. Any suggestions?

[PatSwayze]

I don't have Pemium. I refuse to give credit card numbers for them to renew it. I suggest you call them and see what the problem is. I thought Google was buying Fitbit?

[crnalah]

They charged my apple app account so they are not in possession of my CC. Which is good info wise, but I don't know how they will process a refund. I rarely buy apps, certainly not $79 worth of apps in my lifetime. I "chatted" with someone who could not fix it, they bumped it up a level and someone is supposed to contact me. We'll see if I have to make a call or what happens?

[SilviaFitbit]

Hey everyone! Sorry for the delayed reply. 

Thanks for participating in the forums. I'm glad to see that you're enjoying Fitbit Premium. 

@Tazziepigen I've shared your post with our Support team and they've mentioned you have a resolved case with them. Don't hesitate to get back if you have any additional questions. 

@SunsetRunner Hey there. If you're still unable to access Premium features, please attach a screenshot of what you're seeing on your app. 

@Michellew-1234 Thanks for letting me know that you're unable to log in to Coach. I would like you to change your password and confirm it doesn't include special characters such as $#%?. 

@crnalah The free trial for Fitbit Premium is for customers who haven’t previously activated a free trial for Fitbit Premium. Thanks for understanding. Our thoughts are with all affected by the virus so far. We're continually looking at other ways we can support those in our community and those in need, and we’ll keep you updated as things evolve.

@SunsetRunner Thanks for letting me know that you haven't been able to log into Coach. I would like you to make sure you have the requirements mentioned in this article. Can you let me know if you receive any error message or just the screen that freezes?

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

[agba]

Same happened to me. I am a Fitbit Coach Premium subscriber, have been for 3+ years. Due to auto renew today, all my premium features disappeared (detailed sleep report, workout sessions). The only thing still working are Coach workouts, nothing else. It was not the case before today, I'd still like to keep my subscription providing all features I had access to are still available for me to access.

[Michele2020]

Not sure how these emails come to me but I am a customer of Fitbit and I
don't work for Fitbit. Their customer service is a bit to be desired. If
you call customer service 1(877) 623-4997 be aware they are not all
informed equally. You might get a number of different answers. The premium
has many great options but you cannot watch the videos on your PC or a
smart TV. Only on your phone. Its hard to see the workout videos on just a
phone screen. I received multiple answers and they ended up cancelling my
extended warranty instead of cancelling my premium prescription and this
happened twice. I believe the customer service is out of the Philippines
and there might be some communication issues. Good Luck!

*Michele Tibbitt*

[polovi]

Hi,
I'm totally confused with Fitbit Coach vs Premium. I have Coach subscription through google play store which soon end. I read that current Fitbit Coach subscribers will automatically get access to Fitbit Premium which i have not. I realy dont know if i should pay Fitbit Coach for next year or buy Premium. Whats the real difference, what happen with Coarch app if i pay premium and stop coach subscription?

https://photos.app.goo.gl/Ecn7FLesq7diDhPw6

[PatSwayze]

I do not have Premium. But from what I saw, when you put in for 90 free days you pick if after that you want $9.99 per month or $79.99 for the year. You have to give them a credit/debit card right then. If you didn't then you did not sign up for the 3 month free premium session. I would redo it. But if they do not ask you if you want to pay monthly or yearly then you aren't in the right spot in the app. They immediately ask you for the card numbers. Reason why I didn't try it.

[crnalah]

Apparently in the past I responded to a 7 day free offer. I cancelled within the 7 days as it was not enough time to evaluate and I really couldn't see much difference and what I could see different, I was not sure I liked.

So, when I signed up for the 90 free trial, only one free trial is allowed per customer so they just took my money and signed me up for the year.With no warning.

They have nicely returned my money, very quickly I might add and generously  gave me the three month free trial.

So, all fixed, thanks for your help.

I now need to figure out what it does. I like to track sleep and now I can't see it on my phone, just on my Versa2. A work in progress.

[davold]

You should definitely be able to track your sleep on your phone app. If not
then contact support because something is wrong.

[SilviaFitbit]

Hey everyone! Sorry for the delayed reply. 

I'll be happy to clarify your inquiries about Fitbit Premium. 

@agba I've shared your post with our Support team and they've mentioned you already have a resolved case with our team. 

@Michele2020 Thanks for your feedback, this helps us to continue improving our Customer Service. If you don't wish to continue receiving notifications from this thread, please follow these instructions to unsubscribe from it. 

@polovi When you subscribe to Fitbit Premium, you'll get access to all Coach workouts, guided programs, personalized insights, Premium Challenges and Mindfulness. Learn more about it by checking this article. Keep in mind that Fitbit Premium is available worldwide in English only. If you don't have the option to subscribe to Premium, you could renew your Coach subscription. 

@PatSwayze Thanks for your comments. The free trial for Fitbit Premium is for customers who haven't previously activated a free trial for it. Once you activate your subscription, you'll have 90 days to decide if you want to subscribe or you could cancel it before the 90-day trial and you won't be charged. 

@crnalah You may want to check this article and learn more about Premium. I would like you to confirm that you've added the sleep tile to your Fitbit app. If you continue experiencing difficulties, please post your inquiry in our Android or iOS board. 

@davold Thanks for your input. 

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

[Starlit1027]

After not using my Fitbit for a little over a month I decided to put it back on today only to discover that the sleep tracker that I have used for free for years is now a paid premium feature. Are you kidding me? The third question in your FAQ claims that features will not be taken away, so perhaps there was a bug in the latest update, in which case how do I fix this? However, if this is not a mistake and you guys have simply screwed over your loyal customers, that's pretty effed up. Please advise.

[SilviaFitbit]

@Starlit1027 A warm welcome to the Community. Thanks for getting in touch about this. 

I'm glad to hear that you're using your Fitbit again. I appreciate the research done prior to posting.

As mentioned on this thread, all Fitbit users will continue to have access to their time asleep, sleep schedule, sleep quality details, as well as weekly hours slept compared to their sleep schedule. Additionally, all Fitbit users with a device capable of heart-rate tracking will also see their sleep stages and sleep score.

Premium members will see all of the above, and also receive a deeper analysis of how their sleep score is calculated. This deeper analysis includes visibility into sub-scores for time asleep, deep and REM sleep stages, and restoration details, which provides analysis of your sleeping heart rate and time spent tossing and turning.

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

[Starlit1027]

Hi there,

Thanks for your response however, it did not help me at all. My point, as I previously stated, was that if it is true that you guys have not taken away the sleep tracker, as claimed, then there must’ve been a mistake in my software update.

So how do I get this fixed and get my sleep tracker back?

Please advise.

[Starlit1027]

Waiting for your instructions.....