Fitbit premium membership disappeared

[Microneo]

When I turned 65 I was entitled to a free premium membership which I have enjoyed for the last several years. This morning without warning that membership vanished from the app and I no longer have access to any of those features. Is this a new Google policy or is there a problem with my account or the app?

[katkal178]

Same thing happened to me. I get my free premium membership through my insurance and premium vanished on my fitbit as well. I have a feeling since Google took over Fitbit they will no longer honor it.  No warning at all. Not happy at all!!!

[MVP2]

Suddenly I don’t have Premium anymore. 

Moderator Edit: Clarified subject

[1lilly]

We have premium through "Renew Active" our Medicare Supplement and my husband and my premium subscription went away as well. I have been talking to Renew Active & Fitbit but neither are aware of any issue. Seems to be a "bug" that has affected the premium subscriptions.

[Jan.G]

As of this morning my husband and I don’t have Premium showing on our Charge 5 device apps. So, missing data.  Any help on how to correct will be appreciated.

[KATWILL63]

Ok so I called Uhc health and wellness, and they connected with me with Fitbit and I had to go through a process and put in a new code. They said they have to do that every year so what you have to do is call United healthcare health and wellness unfortunately and it will fix your problem. I had to leave and sign in with a new code, but all my stuff is still there.

[LZeeW]

Hello @Jan.G and welcome to the Community.  Other users are reporting this, too.  I'm moving your post to the Premium forum, a better fit for this issue.  I will also notify a moderator to help bring attention to it.

[TXfrmDal]

Same thing happened to me this morning also.  I also have free fitbit premium through my AARP United Healthcare Medicare supplement policy, under the Renew Active benefits.  When I logged into my Fitbit account via my PC this morning, it does not even show I have signed up for Fitbit premium. 

Per the comment above, I will also give United Healthcare a call and see if they can help me resolve this problem.  If Google does not intend to honor their contract under Renew Active, the least they can do is notify AARP and/or United Healthcare, vs cutting off a large number of users overnight.

[TXfrmDal]

Can you give us additional details?  Is there a new Renew Active code we have to use?  And did you just call the number on the back of your United Healthcare card, or did you call Fitbit support?  Any additional details would be helpful.  Thanks!

[TXfrmDal]

Did anyone else wake up this morning to discover their Free fitbit premium membership under their Medicare supplemental policy is no longer active?  I logged into my Fitbit account this morning via my computer, and it does not even show my fitbit premium membership.  When I tried to reconnect via the Renew Active link using my renew active membership number, Fitbit gives me an invalid promo code error.  Since my free fitbit premium is under AARP United Healthcare, which is one of the biggest medicare supplement plans in the US, I would have assumed if Google was no longer going to honor their contract with AARP/United Healthcare, they would have notified them.  If anyone has found a resolution to this issue, please post it here for the rest of us.

[Microneo]

I "talked" to UHC online and the only thing they suggested was to call Fitbit, which I have not yet done. I imagine I'll be on hold for a week.

[Microneo]

Not sure what else I can tell you.  I contacted United health care who said I needed to contact FitBit, but also confirmed that I should have access to FitBit Premium at no additional charge. I have a Renew Active code, but have not had to provide that in the past. I have had Premium membership for about 5 years, free of charge.  I am reluctant to call FitBit, I don't want to be on hold all afternoon. 

[TXfrmDal · Accepted solution]

For those of you who lost your fitbit premium overnight AND are a member of United Healthcare's Renew active benefits under AARP/United healthcare medicare supplement plan, here is the resolution for reactivating your Fitbit premium membership.

NOTE:  Fitbit and Google underwent a maintenance window from 6/12 through 6/28 to upgrade the Fitbit premium app and to transfer Fitbit to the google servers/infrastructure.  Fitbit has exited the maintenance window, and you will need to reactivate your fitbit premium membership as follows.

1.  Using the Fitbit app on your phone (NOT the website):  Tap on the icon where your picture resides (upper left) and select Fitbit care.

2.  This will bring up a Renew active screen.  Tap on the gear icon in the upper right.

3.  This will bring up your renew active membership code and the date you joined.  Hit the LEAVE button on the upper right side.

3.  This will bring you back to the fitbit care screen.  Reenter Fitbit care and rejoin using your renew active member ID number.

4.  Exit back out of the fitbit app, and refresh the fitbit app.  This will reactivate your premium membership.  NOTE:  The TRY FITBIT PREMIUM option will remain visible, even when your fitbit premium reactivates inside the phone app.

You cannot reactivate your fitbit premium membership via the Fitbit web app on a computer.  You must reactivate via the phone app.

You can contact fitbit directly for help reactivating your renew active premium membership via myhelp.fitbit.com and selecting the employee wellness and healthplan members option on the above website.

[TXfrmDal]

Lee,

Fitbit support walked me through the process of reactivating the fitbit premium app now that the maintenance window to move over to the google servers and upgrade the premium app is over.  I did let the fitbit employee wellness and health plan members support team know I was posting this info on the forums.  United healthcare is sending over all the people under their plan directly to the fitbit wellness and health plan members support team since the problem appears to be affecting all their Medicare supplement plan members.  See my post above.

[Microneo]

That appears to have worked. I chatted on line with Fitbit and they had no clue what to do. They informed me that my premium membership expired today, although I was never given an expiration date and had no warning that it would expire. It seems like you just need to re-enter the Renew Active code to re-establish your membership, as TXfrmDal described. One glitch though, some sleep analytics from last night (Time asleep, deep & REM, Restoration) are not available, although they are there from yesterday. Thanks TXfrmDal!

[jlkipe]

I did have premium membership as a perk from United Healthcare/AARP. It’s gone now. Is this a result of Google?

Moderator edit: updated subject for clarity. 

[1lilly]

Thanks for the steps to reinitialize the premium. It appears my daily readiness score isn't working now. I have it turned on under settings, maybe it needs to collect data for awhile? The other strange thing is under "my settings" I have a tab for "manage features"  but my husbands does not. Both Charge 5's using same firmware release?

[jlkipe]

Earlier I shared that I had lost my premium membership. Thanks to the update it’s fixed!👍🏻👍🏻👍🏻

[JuanFitbit]

Hi everyone! Thank you for your messages, reports and efforts. 
@TXfrmDal , Thank you for your help.

I merged all the posts about this so , that everyone gets the update at the same time, and to keep the Community in order. 

I got informed that the Fitbit Premium Subscriptions have been restored for UHC Renew Active members and One Pass Members.
If you still having difficulties, please try  force closing the Fitbit app and restarting it again, or restarting your mobile device (off/on.)

We appreciate your collaboration and patience.

[Felic]

I switched my Fitbit account to Google and Premium is back with all my information