Fitbit Premium not showing up on my app?

[AnonymousFish]

Hi everybody,

I’m really hoping for some help on this one because I just (like renewed a few days ago) got the annual plan, but it doesn’t show it in my app. When I click on the premium tab, it just takes me to a page to purchase it. I purchased it through the App Store and I know I got charged for it bc I have a receipt. I tried clicking restore purchases but it doesn’t do anything.

If I go to my account settings and click on “manage subscriptions”, it takes me to a tab where it says my subscription is active 🙁

I talked with someone through the live chat a couple days ago who said they would transfer me but I didn’t get any more communication after that. 

I’m really hoping this can get sorted out soon because it was an expensive purchase! 

[SilviaFitbit]

@AnonymousFish Welcome to the Fitbit Community. Thanks for the details mentioned and troubleshooting performed prior to posting. 

I see where your disappointment is coming from. I appreciate that you mentioned you've been in contact with our Support team. Our team will get back to you as soon as possible, your patience is appreciated. 

Have a nice day. 

[SunsetRunner]

I have the exact same problem, I just purchased the annual subscription. I came here and read about restoring purchases, which I did. I have an active subscription according to Apple. I turned my phone off, deleted and re-installed the app. It still asks me if I want to purchase a subscription. 

[SilviaFitbit]

@SunsetRunner 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 that was used to purchase your annual subscription, this to ensure that your membership displays correctly on the app. 

If you have confirmed that you're logged into the correct account but the subscription is still not displaying, get in touch with our Support team, they'll be happy to help. 

Hope this helps. 

[SunsetRunner]

So after all of the troubleshooting I actually did you assume I’m too stupid to see that I may have signed in with an incorrect account? Multiple times because I repeatedly signed out, deleted the app and signed myself back in? This is your advice?

Stephanie

[AnonymousFish]

So I know the email associated with my Apple ID is different from the email associated with my Fitbit account, but I have renewed in the past without an issue? Though it was a month long renewal instead of an annual one. 

[SilviaFitbit]

@SunsetRunner Thank you for getting back. While I understand where you're coming from, let me explain that there are certain details that need to be confirmed in order to investigate what may be occurring and see what steps we can do to fix it. I'm sorry if this caused any inconvenience and thanks for your confirmation. 

I was able to see that you have a case with our Support team, please continue the communication with them. 

@AnonymousFish Thank you for sharing this useful information. There shouldn't be an issue, as long as the subscription was activated using the correct Fitbit account. Since your case has been escalated to our team, please continue the communication with them, they will get back to you as soon as possible. 

Have a good weekend. 

[SunsetRunner]

I’ve already contacted Apple to receive a refund. Fitbit assistance is somewhat lacking. I asked for help through a chat and haven’t received acknowledgment at all. I won’t be purchasing premium ever again.

Stephanie

[AnonymousFish]

Hi Silvia,

What is the timeframe that I can expect communication by? Because I’ve been waiting for almost a week. 

[SilviaFitbit]

@SunsetRunner Sorry to hear about your experience with Customer Service. It seems that your case has been escalated to the appropriate department, they will get back to you as soon as possible. 

@AnonymousFish I'm unable to share a timeframe about when a communication can be expected. However, be sure that your case has been escalated and they'll get back to you. 

Have a good weekend.