Fitbit app says Premium services have expired

[Jovanna]

Hi,  about a year ago I signed up for a 1-year trial for FitBit Premium services.  I then canceled it but was 1 day late hitting the 'cancel' button so I was charged.  I went through the dispute process with my credit card, which they denied because I missed canceling on the wrong day (very confusing by the way), and now the app says my premium services have expired.  Does anyone know how to fix this?

Moderator Edit: Clarified subject

[Heather-S]

@Jovanna It sounds like you canceled your Premium but only after you were charged, so you were able to keep Premium for the last year because you paid for it. Now it has expired. You'll have to sign up and pay for Premium again if you want to keep it. 

[Jovanna]

Thanks, Heather, presumably you are right, but that isn't what was supposed to happen.  The documentation they sent to the credit card company was that I missed the date to cancel the subscription by one day, so what I did was simply not renew after another year (early 2024) after this year's subscription.  Now I am out $79.99 and no premium services for a year until it doesn't renew.  I appreciate your comment though, and think you are right because they can't keep track of things on the backend.

[Heather-S]

@Jovanna In that case, I would reach out to Customer Support and maybe they can get your account straightened out. If that doesn't work, I can flag your post for a moderator who can take a closer look at things. 

[Jovanna]

Thanks, Heather. FitBit Customer support simply kicked me to Google, and now I'm getting the run around from them.  So, I'm out $80 dollars and do not have any premium app services to show for it.  Learned my lesson.

[Heather-S]

@Jovanna Hey! I flagged a moderator to take a closer look at your case. Hopefully there can be some type of resolution for you once they get in touch.

[LizzyFitbit · Accepted solution]

Hi there, @Jovanna. @Heather-S Thanks for the heads up and help.

@Jovanna Thanks for the details, as well as your efforts while contacting our Support team. I understand how you're feeling and I apologize for this experience with your Premium subscription. While I don't have access to your case, I've forwarded your posts so our team can evaluate your information and continue helping you with this matter. Please make sure to keep an open communication with them.