Lost access to Premium features on the app

[MandyD1974]

Hi

I hope someone can help.

I subscribed to Premium about 1 month ago and for some reason I have lost access to Premium features through the app. My subscription is valid until 13 Sept 22 but I’ve lost advanced sleep data etc. I have had a good look and can’t see how I can get this back.

Many thanks

Mandy

Moderator Edit: Clarified subject

[SilviaFitbit]

@MandyD1974 Welcome to the Fitbit Community. Thanks for the details mentioned. 

I appreciate the settings checked prior to posting. May I know if the Premium workouts displayed on the app have been removed too? If they are blocked, try restoring your purchases: 

1. In the Fitbit app, tap the Today tab  your profile picture.
2. Scroll down and tap Account Settings   Restore Your Purchases   OK.

Take into consideration that in order for your Fitbit to track sleep stages, you need to wear your tracker to bed and make sure it's tracking heart rate. 

In case this is what you're experiencing, there are a few scenarios where you might see your sleep pattern (which shows your time asleep, restless, and awake) instead of sleep stages:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep with my Fitbit device?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

Hope this helps. 

[MandyD1974]

Many thanks for your help!

Restoring the purchase has helped resolve the issue.

Beat wishes

Mandy

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[SilviaFitbit]

@MandyD1974 Glad to hear that restoring your purchases has helped. 

Feel free to check this article to learn more about Fitbit Premium, hope you continue enjoying your membership. 

See you around.