Getting "Purchased failed" when starting the Premium trial

[Wardan10]

I just purchased the new Fitbit Sense and I tried to start my 6 month Premium Subscription. When I go to start it, "Purchase Failed" pops up and it won't let me navigate that tab at all. How do I redeem my full 6 months?

Moderator Edit: Clarified subject

[SilviaFitbit]

@Wardan10 A warm welcome to the Fitbit Community. It's great to hear that you have a Fitbit Sense. 

Keep in mind that your Premium trial will activate as soon as your Fitbit Sense is set up to your account. If it's set up then log out, force quit it and try again. 

If you're still experiencing this please attach a screenshot of the message you're getting to your next reply. 

Let me know how it goes. 

[Wardan10]

I tried and it still is doing it. 

 

[SilviaFitbit]

@Wardan10 Thank you for getting back. I appreciate the screenshot attached. 

In this case please log out from the Fitbit app, force quit it and log back in. After this log back in and activate your Premium trial. 

Let me know how it goes. 

[Wardan10]

I just logged out, force quit it and I'm still getting the same message. 

[SilviaFitbit]

@Wardan10 Thank you for getting back. In this case, I've shared your post with our Support team and someone will contact you as soon as possible. 

Have a great weekend. 

[apoufortin]

Hello!  I am having the exact same issue in the same situation.  I just bought a Sense and when I go to the Premium subscription page, I get the purchase fail screenshot above.  

Thanks for the help 

Philippe.

[SilviaFitbit]

@apoufortin Welcome to the Fitbit Community. Thank you for the troubleshooting performed. 

I'd like you to try the following: 

- Log out from the Fitbit app 

- Clear cache 

- Restart your phone 

- Log back in 

- Activate your Premium trial 

Hope this helps. 

[apoufortin]

Hi Silvia.  I tried was you suggested and it did Not for my problem.  Now, when I select the Premium tab, I get spinning icon and, after a few seconds, the same error message, purchase failed.

[apoufortin]

After clearing the cache, the app clearly tries to fetch my subscription information for the server (the spinning cercle) before failing.  My guess is bad data on the server associated to my account, for which I cannot do anything.  So I hope the moderator here can check this out for me or put me in touch with tech support 🙂

[apoufortin]

Well, I contact the support team and they helped me fix the issue.  All is working now.  Thanks!

[SilviaFitbit]

@apoufortin Thank you for keeping me updated. Glad to hear that our Support team was able to help you fix this. 

Have a nice day. 

[granchicop]

hi apoufortin, how do you resolve the issue?
how the support team resolve your issue??

thanks and regards

[apoufortin]

I used the Help and Support section in the app.  When you click Contact Support, it will make a call to the support line directly within the Fitbit app.

I don't remember all the steps I had to take.  I remember that I had to unpair the watch, then press the left button on the watch to get it to reboot.  Then, there was a way to re-connect the watch to the phone as a new device, telling the Fitbit app that this was a replacement of the old watch (to keep the settings).  Doing that, I had to go through the setup process and at the end, when it asked me if I wanted to activate my 6 months trial, I was able to say yes.  From then, the Subscription page started working.

Hope this helps you!

[Kiwipokesyou]

I was able to solve this issue by logging out of my playstore account, uninstalling Fitbit, restarting tm Fitbit tracker, sign back in to my playstore account, install Fitbit, and error pop up was gone. I signed up without issue. 

I believe this pop up is caused by the play store blocking the transaction. 

Hope this helps!

[JenniferRK]

I'm having the same issue and have followed your steps on here to no avail. 

[OrWxGuesser]

Can anyone help me contact support? I have a Charge 5 with the same issues. Following these steps does not solve the problem

[apoufortin]

You have to open the Fitbit app, then click on you icon, top left.  Scroll down and select Help & Support.  Then select Contact Customer Support.  This will call support.

Hope it helps!

[Cdeme123]

Wardan10,  I had the same exact issue.  Fooled with it, chatted with tech support and eventually called tech support.  They had no idea.  While on hold I noted my credit card was linked to my Google Play account.  I went to Google Play and into the payment options.  I clicked edit on my credit card and noted the security code was missing.  I typed it in and saved it.  I was then able to get the subscription going before the tech got back on the phone.

Cheers,