My Fitbit Premium renewed not working

[Akallman23]

My subscription renewed on 5/24/2021 and I can’t access any of premium and it’s asking me to do the free subscription to $9.99 a month. My renewal is for annual.

Moderator Edit: Clarified subject

[dndcrimmins]

Same problem here accept my date is 5/22/2021

Following and looking for answers, wasn’t sure on how to contact Fitbit about it

[Jimborama74]

I got the same problem here!  I contacted support and the rep said I would be contacted by email and still nothing!  My card has been charged but no premium.

[SilviaFitbit · Accepted solution]

@Akallman23, @dndcrimmins, @Jimborama74 Welcome to the Fitbit Community. Thanks for the details mentioned. 

I see where your disappointment is coming from. I'd like you to make sure you're logged into the same account that you used to subscribed to. Please note that if there wasn't a renewal date, your subscription was cancelled. 

If you have been charged but the app doesn't reflect the change, follow this procedure to restore your purchase: 

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

Hope this helps. 

[Jimborama74]

I did try this sadly it didn’t work for me!   I contacted Fitbit and they are telling me I canceled the subscription which I did however it is still active in my subscriptions(Apple). 

I bought the Sense day 1 it came with a trial for premium for 6 months which I used however in the app it still shows that the trial is still available.

When I try to access the trial it says I’m all set then some error code pops up!  I have tried uninstalling the app as well! Any other suggestions?

[dndcrimmins]

I have done all of that, it says my next billing date is may 21,2022. I paid for a year, but still no access . I have tried all that you mentioned but nothing work

[SilviaFitbit]

@Jimborama74 Thank you for getting back. I appreciate the troubleshooting performed. 

I was able to see that this issue has been resolved. Hope you can continue enjoying your Fitbit Premium subscription. 

@dndcrimmins 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. 

See you around. 

[Akallman23]

It’s been a couple days, but Fitbit customer service was able to get things resolved for me.  It did make me feel a little better that I wasn’t the only person experiencing these types of problems.  I was able to get in contact through the chat, then email. That seems to be the best way, then had to be patient.

[SilviaFitbit]

@Akallman23 Thank you for getting back. 

I appreciate that you shared your experience with our Support team, glad to hear that they were able to help you. 

Have a good week. 

[Made2020]

Same happened to me. Still no contact by email. 

[Made2020]

Exactly the same happened for me

[Made2020]

Still no response to me from customer support 

[SilviaFitbit]

@Made2020 Hi there. Thanks for the details mentioned. 

Due to the high volume contacts, our team might take some time to get back to you. However, be sure that they will reply to you as soon as possible. Your patience and understanding is appreciated. 

See you around. 

[Kensch]

Hi Silvia,

I’m wondering if there’s a fix for this annual renewal issue, or a clear set of steps to resolve. I’ve had a customer support ticket in since 7/29/2021 and proved purchase, and have followed up multiple times to be told each time that the issue was escalated to the Premium team, but I haven’t heard back in two weeks. My wife has now had her subscription similarly taken away on annual renewal (different account and Apple id). From forum posts, this seems to be a recurring issue for annual renewals. Is there a clear fix for this? Like many of the others, restore purchase does not work to fix the issue. I appreciate any advice that you have.

[SilviaFitbit]

@Kensch Welcome to the Fitbit Community. Thanks for the detailed information shared. 

I appreciate the troubleshooting performed prior to posting. The recommended steps are to double check you're logged into the same account where the subscription was purchased and to restore your purchases if you have checked you're in the correct account. 

If after checking the above, you're still experiencing difficulties, it's recommended to get in touch with our Support team, they'll continue assisting you. 

Hope this helps. 

[LucianReign]

I too am currently having this issue with my annual Premium subscription. I purchased my annual subscription on 4/7/21 and noticed last Sunday that I couldn't set up a Premium challenge unless I did the 6 month free trial and then pay the 9.99 monthly charge. I contacted Fitbit via Chat twice and was informed my subscription is showing as Active. I can't do the Restore because I purchased my subscription online with a credit card and not through Google pay. My case was "escalated" and I did receive an email on Tuesday wanting me to provide a receipt. I don't have a receipt so I took a pic of my credit card statement showing the Fitbit purchase on 4/7/21. It is now Saturday and I have still not heard from Fitbit and my Premium subscription is still not working. Will Fitbit provide a prorated refund or extend my subscription past the 4/7/22 expiration date for the time I'm not able to use my subscription? This is getting a bit ridiculous since Fitbit has been aware of this issue since Spring 2021 and we're now going into November and folks are still dealing with this problem.