Fitstar Yoga Stuck on 'Go Premium'

[lildanbassman]

As a free user, I should be able to get one personalized session per week, but for the past 3 weeks, my app has been stuck on "Go Premium". Even if I click on the Go Premium option in the menu, it spins for a second then does nothing. I've tried reinstalling the app and logging out but nothing seems to fix it. Any ideas?

[SilviaFitbit]

It's great to have you here @lildanbassman. I'm sorry for the inconvenience you're having with FitStar Yoga. This is a bug that our engineers and developers are investigating and working to resolve it. 

Your patience and understanding is appreciated while this is being fixed. 

[jld422]

Don't actually go premium as I have had the same screen for 6 months.  Signed up for premium yesterday.  Still says Go Premium.  Very frustrating!

[SilviaFitbit]

A warm welcome to the Community @jld422! If you buy the Premium Membership for FitStar Yoga, it can take up to 8 hours to activate. If you're still not able to see your Premium account, I can create an account with our Support team, they will continue assisting you on this matter. 

Hope this helps. I'll be around if you need further assistance. 

[josiech]

I have this problem too - I’ve had a confirmation from Apple but no premium subscription in app? 

[SilviaFitbit]

A warm welcome to the Community @josiech! It can take up to 8 hours for the Premium Membership to activate. If you're still not able to access it, let me know and I'll continue assisting you. 

Keep me posted! 

[Kimmigrant]

Hi all. I too am having this issue, and I purchased premium well over a week ago?

[jld422]

I was able to get help from the FitStar help on Twitter.   It took MANY screen shots, repeatedly explaining the problem because I kept getting the same wrote answer that didn’t address the problem at all, and about 3 days before someone understood and solved the issue.  Now the yoga app doesn’t recognize when I finish a session and won’t sync with my Fitbit app.  If I use my ipad for yoga I don’t have an issue.  Not going to request a fix.  Who knows what will break if I do.  Good luck! 

[AlejandraFitbit]

A warm welcome to the Community @Kimmigrant and @jld422 it's great to see you around.

I am sorry for the delay in respond. As mentioned previously, if you buy the Premium Membership for FitStar Yoga, it can take up to 8 hours to activate. If you're still not able to see your Premium account, I can create a case with our support team, so they can continue assisting you with this.

Hope to hear from you soon. 

[Kimmigrant]

As stated this bug has been a problem well over the 8 hours Fitbit projects. I bought this feature on March 6th. I have reinstalled and reinstalled the app, logged in and out, and posted here. All to no avail. 

[AlejandraFitbit]

Thanks for the update @Kimmigrant.

Since the steps you tried didn't work, I've gone ahead and escalated your case to our support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

See you around. 

[CynMu]

Mine is stuck too. It’s been over 48 hours since I made the purchase. 

[Want2Yoga]

I’m unfortunately having the same problem. I can’t receive my weekly free sessions - all it seems to do is advertise for ‘Premium’. I really do enjoy the personalized routines and after reading the comments I’m now hesitant to actually purchase the ‘Premium’ version. Did you ever find a solution to this problem for ‘Basic’ members? 

[SilviaFitbit]

Welcome to the Community @CynMu. I appreciate the details mentioned, sorry for the delay reply.

I've shared your post with our Support team and they've mentioned that you already have a case with them. Please continue the communication through email. 

A warm welcome to the Community @Want2Yoga. It's great to hear you're interested in Coach Premium. You should receive 1 personalized program and selection of additional audio and video workouts. Can you provide me with a screenshot or more details about what you mentioned that you're not receiving your weekly sessions? 

I'll be around if you need further assistance. 

[CynMu]

Attached are screenshots below showing that your app STILL requests me to
‘go premium’ yet the other screenshot shows I have paid for the year in
full already.

If you can not resolve the issue, pay me back my money immediately.

[kaykaykatieee]

I am having this same issue. I paid for a premium subscription and no longer her personalized workouts, it just advertises for me to go premium, however when I click that, it says I already have premium. Please advise how this can be fixed.

[SilviaFitbit]

Hey there @CynMu. I appreciate the details mentioned. Sorry to hear that you're experiencing this. I've shared your post with our Support team and they've mentioned that you already have a case with them, please continue the communication through email. 

Welcome to the Community @kaykaykatieee. It's pretty weird that it's showing you to go Premium and when you do, it says that you already have it. I would like you to log out from your app and then try again. If you're still having this issue, please provide me with a screenshot of what you're seeing. 

I'll be around if you need further assistance. 

[kaykaykatieee]

Hi Sylvia,

I tried logging out and logging back in and I am still having the same
issue. Screenshots of what I'm seeing are below. Thank you for your help.

Thanks,

Katie

[AlejandraFitbit]

Thanks for the update @kaykaykatieee.

I am sorry for the delay in respond. Have you tried to uninstall and reinstall the app? If you haven't, I recommend trying this. And if you would like to provide a screenshot of what you are seeing, you can do it by following the instructions provided here.

Let me know the outcome. 

[kaykaykatieee]

Hi Alejandra,

I have tried uninstalling & reinstalling the app multiple times and it has not helped. I've attached screenshots for your reference.

Thanks,

Katie