Free Premium Trial has messed up my Charge 3

[JoeBlogs]

I have had my Charge 3 almost two years and it has worked fine. On Sept 30th I decided to try the 90 day free trial of Fitbit premium that kept being offered, so I subscribed via Google Pay. The next day I had no sleep score on my Android app or my Fitbit. After a few days I realized I was also not getting a heart rate or bpm tracking on my Fitbit and then my active hours didn't show up in my app although they did on my Charge 3. My app shows I am subscribed to Fitbit premium and I have tried restoring the subscription which seems to be common advice on the community. I have tried restarting several times to no avail. Fitbit help/customer support has been weirdly unhelpful. Just wondering if anyone here has experienced anything similar or has any suggestions.

[SilviaFitbit]

@JoeBlogs Welcome to the Fitbit Community. Thanks for the detailed information shared. 

I appreciate the troubleshooting performed and the time you took to contact our Support team. It's odd what you experienced since you subscribed to Fitbit Premium. 

Your feedback regarding our Customer Service is appreciated, this helps us to continue improving. I was able to see that you have been in touch with our Support team, it's recommended to continue the communication with them, this to avoid any confusion; they will provide the available options. 

Take into consideration that the Fitbit Premium is an in-app feature and the "Restore your purchases" is used only if the Premium subscription isn't displaying on your app. 

See you around. 

[JoeBlogs]

Hello Sylvia, thank you for your response. I have diagnosed the problem and discovered that the green LEDs are not working, therefore my Fitbit is not measuring my heart rate. It is so strange that this stopped working when I started the Fitbit Premium trial. It was working fine before this. As you say, it is very odd. If you have any idea why this would happen I would be grateful for your insight. The "high level" customer support team is only interested in selling me a new device. I am not interested in a paying for another Fitbit device if they have problems like this and customer support does not help.

[SilviaFitbit]

@JoeBlogs Thank you for getting back. 

I appreciate that you shared what you were experiencing. I see where you're coming from. Note that our Support team exhaust all the troubleshooting that could help you fixing the issue you described, then they evaluate your options based in the Fitbit Warranty. If you have any questions about the options offered, feel free to get back to them. 

See you around.