Fitbit premium not working

[Ckm91]

Hi all,

I subscribed to Fitbit premium earlier today, the 90 day free trial and the premium stuff is still not working, I cannot access anything. 

I have NEVER had premium before, so that isn't the issue.

Any help would be appreciated! 

Thanks

[SilviaFitbit]

@Ckm91 A warm welcome to the Community. Thanks for getting in touch about this. 

I would like you to make sure you're doing this procedure to subscribe to Premium: 

1. If Fitbit Premium is available in your region, you'll see a Premium tab in the Fitbit app. Tap the Premium tab. 
2. Read the overview, and tap the button to get started.
3. Choose a 1-year or monthly subscription to start after your free trial, and follow the instructions to purchase.

Once you've subscribed, please double check either Apple or Google store to confirm that your subscription has been successful. 

Let me know the outcome. 

[Ckm91]

Hi,

Yes that's what I done yesterday. I subscribed to the monthly one, and it all went through. I have the receipt for the google play store. 

When I try buying it again now, it says "you have already subscribed to this item"

[SilviaFitbit]

@Ckm91 Thanks for getting back. I appreciate that you confirmed that you subscribed to Premium but your membership hasn't been activated. 

I've shared your post with our Support team and someone will reply to you as soon as possible. Due to recent events affecting our operations, we may need more than 7 business days to respond. 

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

[md1-x]

Hi, I have the same problem. I set up the Premium free 90 day trial last night. It is showing when I check the Manage Subscription on my account, and says it runs out on the 16th September but doesn't seem to have activated as when I click on Premium it just takes me to the page to subscribe again. Would appreciate your help to resolve the issue. Thanks.

[SilviaFitbit]

@md1-x Welcome to the Community. Thanks for getting in touch about this. 

Since you're not seeing your subscription in the Fitbit app, restore your purchase by doing the following: 

1. In the Fitbit app, tap the Today tab 

    > your profile picture.

2. Scroll down and tap Restore Purchases > OK.

Let me know the outcome. I'll be around if you have any additional questions. 

[md1-x]

Hi, I tapped the Restore Purchases and I get the message "Error restoring purchases. Something went wrong. Please try again later." 

[Ckm91]

Yeah, you're having the same problem that I did. I was in constant communication with Google Play, who said the membership  activated, yet Fitbit were saying it was not. In the end, Fitbit had to manually add my 90 day free subscription. 

The fitbit support team were really helpful though!

[md1-x]

Hi, I have tried what you said again - initially I didn't see your first message that you emailed, so was only trying what you said in your reply on here. By cancelling first and then restoring purchase it seems to have worked. Will report back if I have any further problems. Also,like a lot of other users I have had  the black screen on my Fitbit for some time, but as it is still syncing the information to my phone I am reluctant to try some of the fixes I have seen. It seems to be a common problem but I don't want to make things worse.

[SilviaFitbit]

@md1-x Thanks for getting back. I'm glad to hear that after you cancelled it and restored your purchases, your subscription activated. 

Regarding the issue you're experiencing with your Fitbit, you may want to post your inquiry in the correct board, this way one of our Moderators or a Council will be glad to help you. 

@Ckm91 Hey there. Thanks for sharing your experience with our Support team. Hope you enjoy Fitbit Premium. 

Don't hesitate to get back if you have any additional questions. Catch you later. 

[STARE2016]

I'm having the same issue, subscribed, have the google play receipt but when trying to click the premium tab I have to choose the payment again and it says I've already subscribed. Tried restoring purchases as mentioned above, but no joy with that either. Would be grateful for any help!

[md1-x]

Hi @STARE2016  if you haven't tried it already, you need to go to 'manage subscription' and tap the icon so that the subscription details show. Then scroll down to tap 'cancel subscription'. Once you have OK'd the 'cancel subscription', you will then be able to 'Restore purchase' afterwards. This worked for me, hope you sort things out. 🤞

[STARE2016]

Thank you @md1-x I have tried cancelling and restoring as you suggested and still nothing! Think I will have to contact support. Thank you again for taking time out to answer me

[RunningRox]

I did this as well, i have already been notified to wait for an email from the higher ups. 

[RunningRox]

I did this as well, with no avail, I should say. The cancellation and the restoration did not work, now i am worried i made matters worse. Hopefully the higher ups will contact me soon, and help me. It still says my subscription is active until August 16, 2022. But it did not restore to my Fitbit app.