Fitbit Premium trial hasn't activated

[Andrewandersonx]

I have the same issue - anyone get this resolved?

Moderator Edit: Clarified subject

[Andrewandersonx]

I have the same issue. I have a new Inspire 2, with one year free subscription - all appears active on my account details, but i get sent back to the TRY PREMUIM page when i try to access premium content. 

[Andrewandersonx]

Aileen:Thanks for the summary. I'm reviewing your issue now and will be right back.
Aileen:I'll be glad to assist in checking the status of your Fitbit Premium which you're unable to access.
Me:Thanks Aileen - do you need any further info?
Aileen:With this, I would like to verify the email address you use on your premium?
Me:xxxxx@gmail.com
Aileen:Thank you.
Aileen:As per checking your account, there's no record of Subscriptions on this email address.
Aileen:By the way, after our chat you will receive a brief survey. Any feedback you'd like to provide would be most appreciated, and will help us refine our Support processes.
Aileen:And before I let you go, would there be anything else I may further assist you?
Me:When i
Me:log into the manage subscriptions, it says i am active for 1 year
Aileen:I see.
Aileen:Just to check, how did you register your premium subscription?
Me:i clicked on the button in the app when i paired my new fitbit with the app
Aileen:How did you get your premium subscription?
Me:it came with the new fitbit
Me:Inspire 2
Me:1 year premium trial
Aileen:Thank you.
Aileen:Just to check, are you getting any error message aside from try premium?
Me:if i try to 'start free trial' again it gives a 1002 error
Aileen:Thanks for the heads up.
Aileen:Allow me a minute or two to check on your account.
Aileen:Thank you for staying on the line.
Aileen:With this, please check your app store subscription settings to see if you have an active Fitbit account.
Me:i do
Me:renews 4 nov 2021
Aileen:Thank you.
Aileen:I recommend to try and complete the subscriptions.
Me:how is that completed?
Aileen:Go back and try to use a subscriptions.
Me:should i restart the app?
Aileen:Try to restart your phone.
Aileen:Then tap again the 'start free trial'.
Me:ok
Me:same error message
Aileen:Thank you.
Aileen:Allow me a minute or two to check on your account.
Aileen:Thank you for staying on the line.
Aileen:I'm checking on it.
Aileen:I'm working on it.
Me:thnask
Aileen:Appreciate it.
Aileen:Just to confirm, are you getting the 1002 error when you start your free trial?
Me:when i try to restart the freetrial - it says ' you are currently subscribed' i click ok and get the 1002 error
Aileen:This is noted.
Aileen:Do you have the latest iOS version on your phone?
Me:and says 'looks like you cancelled your payment please try again Error 1002
Me:im not sure
Aileen:For the software version, open settings > General > Software update.
Me:i am on 12.4
Me:the latest is 1
Me:14
Me:would that solve hte error?
Aileen:I suggest to update the version of your phone.
Aileen:On the other hand, please open the Fitbit app.
Me:i have it open
Aileen:Tap the gold arrow on the lower right.
Aileen:Enter your credit card information to activate the free trial.
Me:THere is no option for that as the tickbox for free trial 1 year is selected
Aileen:Got it.
Aileen:Let me check on it.
Aileen:Thank you for staying on the line.
Aileen:Just to check, is this the first time that you use a premium?
Me:yes
Me:i had the free account for a week while waiting for the watch to arrive
Aileen:Appreciate the details.
Aileen:I'm checking on it.
Aileen:Just to be sure, when did you notice that you're unable to use your premium?
Me:just before i logged on to you
Aileen:Thank you.
Aileen:Go to your Fitbit app.
Aileen:Tap the Today tab > your profile picture.
Aileen:Scroll down and tap Manage Subscriptions.
Me:im there
Me:The subscription is active
Aileen:Please be informed that after your current Premium subscription period ends, you'll see free trial offer for Premium in the Fitbit app, within 3 days.
Me:but i still cant access the premium content..
Me:i has always said the subscription is active.
Aileen:To verify, where did you see that you have a 1 year premium subcription?
Me:i says it on the box, it says it on the app and it says it on my apple receipt
Aileen:Are you seeing the 1 year subcription on your Fitbit app?
Me:yes
Aileen:Or it's on your apple receipt?
Me:both
Me:it wont let me start the free trail as it says i already hve a subscription
Me:which is the 1 year free trial
Aileen:Right now, please provide me a screenshots of your premium subcriptions on your Fitbit app and apple receipt.
Me:how do i do that?
Aileen:I'll be sending a file request for you to attach the photos.
Aileen:Let me know if you receive the file request.
Me:ok hang on
Aileen:Sure.
Aileen:Also, if you’re a current Fitbit Premium subscriber, you can start the free trial after you cancel your premium subscription.
Aileen:You’ll see your free trial offer for Fitbit Premium in the Fitbit app within 3 days after your current subscription period ends.
Your file has been successfully uploaded to the agent.
Me:i have 3 more images
Aileen:Thanks for sending me the photo.
Aileen:I send another file transfer.
Your file has been successfully uploaded to the agent.
Aileen:Please be informed that you cannot use at the same time your current subscription at the free trial subscription.
Aileen:Appreciate the photo.
Me:it seems that my app doesnt recognise that i am subscribed
Aileen:In this case, I suggest getting in touch with apple to make sure that you're already registered for your premium subscription.
Aileen:Also, please try to update the version of your iOS and monitor your Fitbit app.
Aileen:If the issue persists, please keep this case number as reference.
Aileen:zzzz
Aileen:Thank you for chatting with me today and to end this chat please go ahead and click "end chat".
Aileen:Hi, I’m going to close this chat. Please reopen a new chat or visit help.fitbit.com. Thanks for contacting Fitbit.

[SilviaFitbit]

@Andrewandersonx It's nice to see you in the Fitbit Community. Thank you for getting in touch about this. 

I moved your post to the main board. I shared your post with our Support team and they mentioned you already have a case with them, please continue the communication through email, they'll be happy to assist. 

Keep in mind that if you bought a Fitbit that comes with Fitbit Premium , your tracker/watch needs to be set up in order for the subscription to show. 

If the Fitbit app is still not recognizing your subscription, please log out, force quit it, log back in and check if it recognizes your membership. 

Have a great week. 

[MaraW.]

Nope. Quit trying a while back 🤷🏻‍:female_sign:

[SilviaFitbit]

@MaraW. It's nice to see you in the Fitbit Community. Thank you for getting in touch about this. 

I would love to help you, please provide me with more details of what you're experiencing. If you're trying to activate your Fitbit Premium subscription please confirm you have done this procedure. 

Let me know how it goes. I'll be around if you have any additional questions.