How to cancel Fitbit Premium?

[iWearKneeSocks]

So I’ve checked multiple threads on this - but they all show how to cancel via iTunes or play store. 
I just upgraded to the Fitbit sense and when checking out it automatically signed me up for the 6 month free trial even though I didn’t check the box. I was logged into my Fitbit dashboard on the website when I put the order in - NOT the app... so I cannot cancel from iTunes subscriptions. I also can’t find anywhere on my Fitbit website dashboard that allows me to see a counter on the renewal for this premium so I can decide if I will/won’t keep it when it’s going to be expiring. 
how do I locate information on my premium subscription through my online dashboard?

it is not accessible through iTunes because it was not purchased in app through iTunes. 

Moderator Edit: Clarified subject

[Kittyashes]

I just purchased a 3 month free trial from fitbit.com and I have this issue as well Customer support was not very helpful. I was told that someone would contact me via email to resolve this. I want to have the option to cancel and there is none. The only difference with me is that I have google play, but the trial was not purchased on google play so it isn't allowing me to cancel from the app. I also can't find the option to cancel renewal on the dashboard. Hope we get some resolution in this matter. 

[Pieman1999]

Exactly the same for me. No indication whatsoever of how to cancel. The only guidance links to the Play Store. Very frustrating. Not the service expected from a multinational. 

[Lisa9999]

The same. Impossible to discover how to cancel after subscibing via the website. I can't believe that it can be this bad. 

[Jfo125]

Hello, I was having the se problem.  I did get through someone when I clicked contact is, the chat.  You should be able to go to you profile and underneath there will be an option to restore purchases.  You can then choose to cancel.

I purchased through Google Play and it didn't show any subscriptions....however when I went to manage my account there, I checked payment methods and the card I purchased with was there.  When I selected that card it showed the purchase and the option to cancel the annual renewal.

Should not be so intricate for customer to cancel.  Sure wasn't laborious to sign up!

Hope this helps

[Kittyashes]

Thanks for trying to help. This will not work for anyone that the free subscription through the fitbit.com website. I did not get mine through Google play, but did through the website. Google play shows that I have no subscriptions and when I try to restore purchases in the app it gives an error message. I have tried to contact customer support and could not be helped. I was told that my problem would be sent to a different department and they would take care of my cancellation. I was to receive email confirmation when that happened. I have yet to receive any email to confirm that the subscription renewal has been cancelled. I will have to try to contact customer support again. If you go to the better business bureau website you will find that this is an ongoing problem. It should not be this difficult to get this resolved.

[patbonsall]

Same thing - was astounded to find a $79.99 ANNUAL FEE for premium.  Hell, I could buy a new FitBit every year  for that!  I've called, I've chatted and they've said "email will be sent" - 6 days later, no email.  Just called the help line and it says "you can only cancel via your iPhone app or Google" - I don't know how I signed up with google.  I'm not a tech savvy 20 year old, I'm nearly 70!  I can't even just stop using the device I will be charged and can't figure out how to cancel my google subscription!

[Pieman1999]

I've eventually managed to get my Premium subscription cancelled after contacting @FitbitSupport on Twitter. The staff were great and responsive, but hadn't been provided with the information that they needed for website subscriptions. A query was raised for the back office team, who delivered the solution - they cancelled it on my behalf. Premium is set to expire at the end of the free period. It seems that you definitely can't do it yourself. I've no reason not to trust their promises, bur I'll still be keeping a close eye on my credit card account when the subscription falls due. 

[iWearKneeSocks]

I emailed them and got a pointless answer back about subscription dates but no info on how to cancel. I called and was told the only way to cancel when purchased on Fitbit.com is to call and request they cancel it for you manually. 
There is also no way to change from annual to monthly subscription on a trial if you decide to keep it unless you cancel and then resubscribe on a device and select the monthly option - so if not cancelled in time it will charge your payment option the annual fee for renewal. 
I requested to cancel - which supposedly takes effect at the end of my trial period. Like the most recent reply he’s been waiting for multiple days for the confirmation of mail it’s been cancelled. What I’d suggest is calling way in advance so cancellation occurs prior to renewal. I may/may not keep it later once I see if the sense has more analytics I’m interested in knowing but on a monthly vs annual basis. 

Hope everyone sees this and hope it helps. 

[Kittyashes]

Just wanted to update that I received the confirmation email on Friday that my renewal has been cancelled and my subscription will expire at the end of the trial period. It took a week for them to respond to my request to cancel. 

[Jfo125]

I am glad you were finally able to get things resolved. Are you still
using Fitbit, but not on the premium subscription?

If so, would you be interested in becoming friends? I was in an accident
in November and haven't been walking like I was prior, but once I am back
at it I thought it might be nice to add you to my buddy system. I don't
have a lot of people on it.

Just a thought. Wish you well.

[SilviaFitbit]

Hi everyone, 

Thank you for sharing your experiencing while cancelling Fitbit Premium. I appreciate the research done prior to posting. 

If your Fitbit Premium subscription was purchased through your phone's default store such as Google or Apple then the membership must be cancelled from there. If it was purchased through the Fitbit Store, our Support team will be more than happy to help you with the cancellation, at the moment it's not possible to cancel it yourselves. 

Feel free to check out this article for additional information: What should I know about Fitbit Premium? 

If you already have a case with our team, please continue the communication through email. Keep in mind that due to recent events affecting our operations they may take a bit longer to get back to you. 

If you haven't contacted our Support team, feel free to let me know and I'll be happy to create a case on your behalf. 

See you around! 

[shoo97]

Hello! I've sent in a message on the Customer Support page regarding the cancellation of the free Premium subscription I got along with the purchase of my Versa 3 in September 2020. I haven't gotten any response however on the same and would like for it to be canceled with effect from this month onwards. It got charged automatically in December for the renewal, and would not like to be charged this month as well. Would really appreciate it if you could help me with this, as doing it ourselves as Fitbit users is so very tiresome, and ideally should not be. 

[SilviaFitbit]

@shoo97 A warm welcome to the Fitbit Community. Thanks for the details mentioned. 

I see where your disappointment is coming from. I've shared your post with our Support team and as you mentioned a case has been created. Due to recent events affecting our operations they may take a bit longer to get back to you. 

Thanks for your understanding. Have a nice day. 

[cdrheise]

Still no easy way to cancel this.

And. As with most fintech companies you have carefully hidden how to easily contact customer service.

I want to cancel my free subscription before you charge me anything for the actual premium as I am not using it.

[SilviaFitbit]

@cdrheise Welcome back to the Fitbit Community. 

Your feedback is appreciated, we're always striving to improve our services offered. Check out the articles below to know how to cancel the Fitbit Premium subscription, if it was purchased through Play Store or Apple Store. 

- Cancel, pause, or change a subscription on Google Play 

- How to cancel a subscription from Apple 

Hope this helps.