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Got charged but cannot access to Premium

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‎07-29-2024 02:32 - last edited on ‎08-14-2024 10:09 by Fitbit Moderator

‎07-29-2024 02:32 - last edited on ‎08-14-2024 10:09 by Fitbit Moderator

I purchased a Fitbit for my mum and took out the premium subscription. Money was taken from my account for the subscription but we can't access the premium features. I spoke both on the phone and online chat services to try and rectify this as it was a gift for my mum. My call was short - after being on hold for 20 minutes - and put on hold again whilst my name was verified. They were unable to offer any insight or support. The online chat was similar in that they confirmed the payment had been taken and I should therefore be able to access the premium features. After confirming, again, that this was my original issue they sent a link to their legal web page and ended the chat. 

I have had money taken from my account but have no access to the premium features. 

It is ridiculous and I am now going to have to chase the payments and ensure no more are taken.


Moderator Edit: Clarified subject

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‎08-14-2024 10:46

‎08-14-2024 10:46

Welcome to the community, @Becca933.

Thanks for taking the time to bring this to our attention. I understand how frustrating this can be and I apologize for the experience. Fitbit is always working to improve our services and the input that we receive from our members is always taken seriously as it helps us to achieve our goal.

While I don't have access to your case details, I'd suggest contacting our Support team one more time so they can investigate what may be occurring and provide you with more information. Please reach out to them via phone or chat here.

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