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Lost access to Premium features on the app

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‎10-18-2021 12:15 - last edited on ‎10-19-2021 10:57 by Fitbit Moderator

‎10-18-2021 12:15 - last edited on ‎10-19-2021 10:57 by Fitbit Moderator

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

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3 REPLIES 3

‎10-19-2021 11:05

‎10-19-2021 11:05

@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. 

Want to get more active? Visit Get Moving in the Lifestyle Discussion Forum.


Best Answer

‎10-19-2021 13:06

In response to SilviaFitbit

‎10-19-2021 13:06

Many thanks for your help!

Restoring the purchase has helped resolve the issue.

Beat wishes

Mandy

Get Outlook for iOS
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0 Votes

‎10-20-2021 15:43

In response to MandyD1974

‎10-20-2021 15:43

@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. 

Want to get more active? Visit Get Moving in the Lifestyle Discussion Forum.


Best Answer