My experience cancelling Fitbit Premium

[PJS70]

I have been searching the site and requesting help to cancel my Premium account.   Frankly there is not enough value in it for me.   It's very hard to get out of premium.  Do not share your account details unless you want to stay in for a very long time.

Really very unhappy with this set up.  Beware...

Moderator Edit: Clarified subject

[Odyssey13]

Fitbit customer support is doing their best, but right now be prepared for longer wait times. Please be patient. Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help. If you email, please know that each subsequent email will put you at the bottom of the queue, which will cause you to wait longer.

USA: call (877) 623-4997 
UK: call 0800 069 8505
INDIA: call 000 800 050 1057  

IRELAND: call 01 691 7502 (country prefix: +353)
If you prefer an online chat or email, then click for contact options
https://help.fitbit.com/?cu=1

[jrmistry]

I am the exact situation in Canada. I thought this "free" was just a trial, and I was never asked if I wanted to continue, they just charged my credit card anyways. What a scam if they don't let me refund my purchase

[SilviaFitbit]

@PJS70 @jrmistry Hey there, it's nice to see you in the Fitbit Community! 

Thanks for sharing your experience with your cancellation process. When you purchase or start your free trial of Fitbit Premium, a valid payment method is required and you need to cancel it before the trial ends to avoid subscription charges. 

Please confirm you're following this procedure to cancel your Fitbit Premium, if you purchased it through the Fitbit app it needs to be cancelled from there. If you purchased it from the online Dashboard then it needs to be cancelled there. Full instructions on how to cancel it can be found here. 

@Odyssey13 Thank you for your help in this thread! 😃

I'll be around if you have any additional questions. 

[PJS70]

I have requested help.   They provide instructions that do not work and continue to bill.

This is not reasonable.   Enough is enough.  

[PJS70]

Followed procedure.  Requested help.  Followed procedure again.

It is deliberatly hard so that they can continue to take money.  Not reasonable.  Needs to be action taken against this conduct.

[SilviaFitbit]

@PJS70 Thank you for getting back.

Sorry to hear that your Fitbit Premium subscription hasn't been cancelled, I see where your disappointment is coming from. 

I've shared your post with our Support team and they mentioned that you already have a case with them, please continue the communication through email, they'll be happy to assist you. 

Thank you for your understanding. I'll be around if you have any additional questions. 

[sherf1]

I have the same issue and same comments from Fitbit. There is so many people with this issue. FIX IT!

[sherf1]

If the following methods don’t work for you, you can also call Fitbit’s support team directly at (877) 623-4997.

I got through and they cancelled it. 

[SilviaFitbit]

@sherf1 A warm welcome to the Fitbit Community.

Thank you for letting us know that you called our Support team and they helped you cancelling your subscription. Full instructions can be found in this article. 

Hope I can continue seeing you around! 😀

[ducksack12255]

I totally agree. this is the biggest scam ever. this subscription is literally worthless. and to top it off they overcharged me.what a waste of time and money

[SilviaFitbit]

@ducksack12255 Welcome to the Community. Thanks for getting in touch about this. 

Sorry to hear about your experience with your subscription. Just wanted to clarify that anyone new to Fitbit Premium can get a 90-day free trial of this paid subscription. 

Also keep in mind that if you want to cancel your Fitbit Premium, it needs to be done in the same store hat you purchased it from. For example, if you purchased it from Fitbit.com/store then you need to cancel it from the billing portal on Fitbit.com, for this you should have received an email with an invitation to create an account, search it on your inbox in your spam/junk folder. 

If it was purchased from the Fitbit app then follow this procedure. 

I'll be around if you have any additional questions. 

[ducksack12255]

that doesn’t explain why I am being charged monthly for a 3 month subscription. I have made attempts all day to get this resolved with no avail. I used the chat option only to be disconnected as soon as I asked my question. I understand the 90 day period lapsed. And I did not cancel it. Therefore charges started to hit my bank. However, I am being charged every month for a 3month subscription. And no one seems to be able to address this issue. 

i have been a loyal Fitbit customers for years. But after this experience. I will never buy another Fitbit anything. 

Moderator Edit: Formatting

[julypena]

I got mine when I purchased an Aria so it was done through Fitbit's billing portal that I can't find anymore. Requested help on the chat and got directed to that link. When I follow those instructions there's no manage subscription available for me. How do I cancel it?

[julypena]

If you could give me the link to the billing portal would be awesome. 

[SilviaFitbit]

@ducksack12255 Thank you for getting back. Sorry to hear that our Chat team hasn't been able to assist you. In this case, I've share your case details with our team and someone will reply to you as soon as possible. Keep in mind that due to recent events affecting our operations we may take a bit longer to get back to you. 

@julypena Welcome to the Fitbit Community. Thanks for the details mentioned, please follow these instructions to cancel your subscription through Fitbit.com: 

1. Go to fitbit.com/home and log in with the email address connected to your Fitbit Premium subscription.
2. Click the profile icon 

    > Manage My Subscriptions.

3. Click Cancel > Cancel My Subscription.

Note: When you purchased your subscription through fitbit.com, you received an email invitation to create an account and manage your subscription. If you didn’t follow the link to set up your account when you received the email, try searching for the subject line: [Fitbit] Manage Your Subscription. 

I'll be around if you have any additional questions.

[jrmistry]

@SilviaFitbit 

For me, it was relatively easy to cancel the subscription. The problem isn't about cancelling the subscription, but about the money charged for it. I would like to get a refund of the amount I was charged, and absolutely nobody at FitBit or Google Play will take responsibility for the money. I may as well have been robbed on the street at gun-point because I have no idea who has the money anymore.

August 6 - I contact FitBit and they ask me to go to Google Play to get the refund

August 18 - Google Play said they 'looked into it' and the money has already been sent to FitBit

August 19 - I ask FitBit and they tell me the subscription charge is managed by Google Play and they don't handle the transaction so go ask Google.

August 20 - I cancel FitBit Premium Subscription from Google Play but they say they don't have the money. I have to contact the app developers (FitBit) to get that back

What is going on??? Even speaking to 'real' people from FitBit customer service has led to nowhere.

I have saved all of my conversations and I don't know what do to do at this point besides make my conversations public and escalate this situation.

[julypena]

This actually helped. I was able to find the email where I created my Billing account and kinda guessed the site:

https://www.billingportal.com/s/fitbit-usd

If anyone else got their subscription through Fitbit should be able to manage it there.

[SilviaFitbit]

@jrmistry Thanks for sharing your experience with our Support team. 

Fitbit subscriptions are non-refundable this is why we recommend to contact Google Play because sometimes they provide refunds. For more complete Fitbit Premium terms of services, see https://www.fitbit.com/global/us/legal/terms-of-service#fitbit-paid-services. 

@julypena Thanks for sharing the procedure you followed to cancel your subscription. 

I'll be around if you have any additional questions.