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I got Premium but sleeping heart rate is locked

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‎02-21-2020 08:32 - last edited on ‎03-08-2020 17:58 by Fitbit Moderator

‎02-21-2020 08:32 - last edited on ‎03-08-2020 17:58 by Fitbit Moderator

Yesterday I signed up for Premium and verified on my bank statement that I was charged.

 

When I go into my sleep using my tablet or my phone and choose "sleeping heart rate" "learn more", it shows a sleeping person and asks if I want to "try premium" in a green box. 

 

If I drill down through the menus I end up at a subscription screen where it wants me to choose monthly or yearly billing.  I'm afraid if I choose one I'll be billed again.

 

I have a Samsung S9 phone and a Samsung tablet.

 

Thanks.

 

Moderator edit: updated subject for clarity and label

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‎03-08-2020 17:54 - last edited on ‎09-10-2024 16:30 by Fitbit Moderator

‎03-08-2020 17:54 - last edited on ‎09-10-2024 16:30 by Fitbit Moderator

Hi @TracyT. I'm glad to see you around the forums and I'm sorry for the delay.

Thanks for confirming that you've acquired a Fitbit Premium subscription, and I'm sorry you're still being asked to upgrade within the sleep screen. You did a good job in refusing the onscreen instructions to prevent a double charge. While this is odd, please give a try to the following steps:

  1. Log out from the Fitbit app.
  2. On your phone, tap on Apps > Fitbit > Storage > Clear Cache.
  3. Go back one screen and tap on force stop.
  4. Uninstall and reinstall the Fitbit app from the Play Store app.
  5. Reboot your phone.
  6. Open the Fitbit app, log back in to your account and check the Premium features.

By the way, I’ve moved your post to the Fitbit Premium & Coach board as there are more chances for you to get an answer to your post here.

Please keep me updated.

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‎03-30-2020 00:28

In response to LizzyFitbit

‎03-30-2020 00:28

Hi! 

I have slightly the same issue, although when I signed up for premium, it doesn’t even show the graph at all. I was looking forward to seeing it as I didn’t have it in my regular subscription either. 

I have an iPhone and use a Mac so not sure if the directions you gave to the previous person would also work here. 

 

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‎03-30-2020 08:44

‎03-30-2020 08:44

I have Fitbit on an iPad, a Samsung phone, and a PC, and the Premium subscription offer doesn't work even after following those instructions....  And it's been several days since signing up and getting a confirmation of the subscription.

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