How to activate the free Premium trial that comes with Sense?

[NaomiD]

Just received a new Fitbit Sense for my birthday and was looking forward to my 6 months of premium however it just seems to want me to sign up for the paid subscription.

I have had premium before with my old Fitbit (paid and trials) but don’t have a current free or paid subscription.

I’ve tried restarting the app and restarting my phone but still the same.

Moderator Edit: Clarified subject

[SilviaFitbit]

@NaomiD Hi there. Glad to hear you received a Fitbit Sense. 

I'd like you to confirm that your Fitbit Sense is paired to your account, once it's paired you'll receive an invitation to activate the 6 month Premium trial: 

1. You'll see a Premium tab in the Fitbit app. Tap the Premium tab.
2. Read the overview, and tap the button to get started.
3. Choose a 1-year or monthly subscription to start after your trial, and follow the instructions to subscribe.

Hope this helps. 

[NaomiD]

Thanks for the response.

It’s paired (and has been since the 28th) but still no invitation. If I click the premium button then I just get the offer to subscribe for £9.99 a month.

[SilviaFitbit]

@NaomiD Thank you for getting back. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

Hope this helps. 

[NaomiD]

Thanks for the help. Unfortunately after a live chat it appears that the
only way for me to activate my 6 months trial is to create a brand new
account with a different payment card. This means I will lose my
continuity of data as I wont be able to tie the new account to my previous
data. Very disappointed that Fitbit treats their loyal customers who
choose to upgrade so badly. So many new features of the Sense are mostly
locked away behind Premium that it really doesn't feel worth the upgrade
without the free trial. I am now thinking about returning my Sense and
switching to another product.

[SilviaFitbit]

@NaomiD Thank you for getting back. 

I see where your disappointment is coming from. Your feedback is appreciated, your case has been escalated to a higher Support level, they'll be happy to take a look at your case and offer the options available. 

Have a nice day. 

[NaomiD]

Tuesday now and I haven’t heard from anyone. I would really like to resolve this.

[Melanie.R]

I am in the exact same situation as you.  Fitbit, like tons of other businesses, usually only reward or give trials to new users & not loyal longstanding customers.  I've been using Fitbit since the Charge 2, I upgraded to a Charge 3 a few years ago & today just got a Charge 4, I've never paid for premium but did take the invite that Fitbit extended to all their existing users during Covid (which I understand was very generous of them), but that premium trial expired months ago.  With the Charge 4 it offered me 90 days of premium which I can't use because I'm not a 'new' user (it says I already participated in a free trial before) & I would love to see/try out the new features in the Charge 4.  It's one thing not to get premium when it's offered periodically, but when we pay for a new device, regardless if we're a new or existing user, we should still be able to avail ourselves to the free trial that comes with a new device (hello, we spent our money for a new device).  Do they think existing users never upgrade?  And the answer should not of been to create a new account, shame on customer service for suggesting that.  They (as in Fitbit, I know customer service is limited on what they can do) need to fix this problem.

[SilviaFitbit]

@NaomiD Thank you for getting in touch. I was able to see that our Support team has been in contact with you. 

@Melanie.R Hi there. I see where your disappointment is coming from. 

Thank you for taking the time to share your feedback and comments in the forums, we're always striving to improve our services offered. If you'd like to become a Premium member, check out this article to learn about the features you'll receive. 

See you around. 

[NaomiD]

Thanks for the reply.

My case is now resolved as the Fitbit team decided that my account did qualify for the 6 months free trial. Thanks for following up and for helping to get this resolved.

I still believe that loyal fitbit customers who upgrade should be offered the same deal as new customers and it shouldn’t take complaints to get resolved.

[SilviaFitbit]

@NaomiD Glad to hear that you could activate the 6 months free trial. 

Your feedback is appreciated, be sure that your comments won't be unnoticed as we're always looking for ways to improve our services offered and this is based in customer's feedback. 

Have a good weekend. 

[SunsetRunner]

I have exactly the same situation. Upgraded my Charge 4 with a Sense, never had a paid Premium account yet the promised option is not available to me. As the 6 months free Premium made me upgrade, I really hope Fitbit will fix my account as well. Tried live chat but currently not available...will try later. 

[NaomiD]

I found live chat pretty useless but the staff on this forum seem better and got it resolved. I’d create your own post and keep at it until it’s fixed.

[SilviaFitbit]

@SunsetRunner Hi there. Thank you for the details mentioned. 

I was able to see that you've already have an existing email case with us, please continue the communication through email, our team will be more than happy to help. 

@NaomiD Thanks a lot for your input. 

Have a good weekend.