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?

[CynMu]

it is stuck on go premium again. kindly resolve this issue

[SilviaFitbit]

Hey @kaykaykatieee. Sorry for the delayed reply. 

I appreciate the screenshot attached and for uninstalling the application. I would like you to confirm that your Premium Membership is available now. If you don't have this option yet, I can create a case on your behalf with our Support team. 

Thanks for getting back @CynMu. Sorry for the delayed reply. I've shared your post with our Support team and they've mentioned you already have a case with them, please continue the communication through email. 

I'll be around if you need further assistance. 

[Renatabm]

Hi,

the same problem is happening with my.

i have the Premium for over 6 months now, and cannot access it!

i have reinstalled the app many times and still has not made a difference.

thank you for your help.

Renata

[Monicazevedos]

I am having this issue.

Furthermore, following some of the advices given here, I became aware that this app is no longer available in my region (Portugal), so I am unable to uninstall without losing access to it. I had the premium subscription before and kept the app because always intended to resume its use.

Will I be able  to access this or should I begin the refund process? 

[SilviaFitbit]

@Renatabm and @Monicazevedos Welcome to the Community. Sorry for the delayed reply. 

Thanks for the details mentioned. It's pretty weird that you're unable to access Premium, I appreciate the troubleshooting tried.

Fitbit Premium is available worldwide in English only and FitStar Yoga is available only for iOS users. If you're unable to access Premium, please log out from the app and force quit it. 

If you're still experiencing issues, please attach a screenshot to your next reply. 

Keep me posted. 

[kaykaykatieee]

Hello,

I am still having the same issue. Screenshot is attached. This is very
frustrating as I paid for a service that I would very much like to use, but
can’t. I need this to be fixed or I need to be refunded for my
subscription. Proof that I have paid for premium is also attached.

Thanks,

Katie Gill

[SilviaFitbit]

@kaykaykatieee Thanks for getting back. I apologize for the delayed in my reply. 

I have shared your post with our Support team, they will continue assisting you through email. 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. 

[MickaelFitStar]

Hi,

I have exactly the same issue as other users above. I have used the app for a month and have payed a year subscription. I'm surprised to see that this issue has been going on for years and that the latest update to the app in the apple app store is 2 years old. If you have no plans to fix bugs from customers, I would like my subscription to be payed back.

Note that I really like the app and have recommended to friends already so I would prefer a fix 🙂

Regards,

Mickael

[kristahdp]

Hi I also recently encountered this problem. How to fixed it? I really like a personalized yoga session.

[MickaelFitStar]

I'm still waiting from the support to contact me 😞
I'm starting to wonder if there is any...

Envoyé de mon iPhone

[SilviaFitbit]

@MickaelFitStar @kristahdp Welcome to the Community. Thanks for the troubleshooting tried and the details mentioned. 

Sorry to hear that you're unable to use your Yoga subscription. In this case, I've shared your post with our Support team and they will continue assisting you. Due to recent events affecting our operations, we may take a bit longer to get back to you. 

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

[kts7030]

I’m having the same issue! I upgraded to premium yesterday (more than 8 hours) and am still stuck on the “Go Premium” screen! 

[SilviaFitbit]

@kts7030 A warm welcome to the Community. Thanks for getting in touch about this. 

In this case, I've shared your post with our Support team and someone will reply to you as soon as possible. Keep in mind that due to recent events affecting our operations we may take a bit longer to get back to you.   

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

[Charlotte_5]

Hi, 

I'm having the same issue that others have reported, please help. I’ve been on Premium since March and now the app is stuck in the Go Premium loop. After I click it, it says that I’m already a Premium subscriber. I really like the personalized sessions so I would love a fix to this instead of unsubscribing. 

I’ve tried to attach screenshots of the issue but it says I don't have permission. I've tried logging out and then back in (did not work) and also uninstalling the app and installing again (did not work either). 

Thanks, 

[MickaelFitStar]

Hi Charlotte,

I don't think that you can fix this issue on your own. When my message got forwarded to the support team, it took only a day for them to reset my account on their server and everything was back to normal. Maybe this forum is not the quickest way to log an issue with fitbit support...

Regards,
Mickael

Envoyé de mon iPhone

[SilviaFitbit]

@Charlotte_5 A warm welcome to the Community. Thanks for getting in touch about this. 

I appreciate the troubleshooting tried prior to posting. I've shared your post with our Support team and they mentioned you already had a case with them, please continue the communication through email. 

@MickaelFitStar Hey there! Thanks a lot for your input. 

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

[Charlotte_5]

Thanks @MickaelFitStar you were actually right! Once I got through with someone via Chat, in less than a day my issue was resolved. So I appreciate your insight! 

As for the solution Support told me that somehow my account was inactive but once I sent the receipt from the subscription, they reactivated it in no time. So I would definitely recommend the Chat feature if this happens to any of you. 

@SilviaFitbit Thanks, they were able to help in no time!