Premium Membership Paid, But not working

[JNM14]

Hello,

I had enjoyed the free trial of Fitbit premium that came with the purchase of the new Sense. This expired and we were charged for 1 month auto renewal. However, on my Fitbit app (on my iPhone) my premium membership status disappeared about 2 weeks after the charge. At that time, I then went in through the Fitbit app (which took me to the Apple store) and signed up for a 1 year premium membership. All of my payment info is correct and I have been charged the full amount and it shows my next renewal date is 4-8-22. However, premium is still not working in my Fitbit app. I have tried searching all the topics I could find on this and tried everything recommended multiple times (like restoring purchases in the app, logging out and closing the app) and nothing has worked. I tried contacting Fitbit customer support and can’t get ahold of them... I am hoping someone here can help me solve this expensive issue. Thanks so much! 

[SilviaFitbit]

@JNM14 Welcome to the Fitbit Community. Thanks for the detailed information shared. 

I appreciate the troubleshooting and research done prior to posting. I'd like you to make sure you're logged into the same account that you were before and where your Sense is set up, this to ensure that your Premium appears on your account. 

If you're still experiencing difficulties, 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.

Hope this helps. 

[Raclinds]

I’m having the exact same problem. So far, Fitbit hasn’t been able to fix it. It shows I renewed for a full year and the amount was taken out of my account but I have no premium service. Did yours get fixed?

[JNM14]

I ended up contacting my credit card and having them reverse the charge because they had taken my money but were not providing the service. However, this caused Apple to freeze my account and I had to go through the hassle of contacting them to enable my account and discovered they (Apple) demand that you contact them directly with any issues regarding their apps (including Fitbit) otherwise they threatened to lock my account permanently! Pretty annoyed about the entire experience! I have decided not to subscribe to premium membership for now. I would rather keep my money.
That probably doesn’t help you much except if you used the Apple-App store to purchase the Fitbit App... contact them directly about the issue and don’t cancel payment or they will lock your account! Best of luck! Let me know if you get something worked out!

Sent from my iPhone

[Raclinds]

Thank you for the update. I will go through Apple first. --
Rachelle B. Lindsey

[SilviaFitbit · Accepted solution]

@JNM14, @Raclinds Hi there. Thank you for sharing your experience while purchasing Fitbit Premium.

Your feedback and comments are truly appreciated, we're always striving to improve our services offered. Take into consideration that if Premium isn't activating and you're logged into the account that the subscription was purchased to, it's recommended to restore your purchases: 

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

If after performing the above, your subscription isn't active yet, get connected with our Support team, they'll be happy to help. 

Hope this helps. 

[Raclinds]

I did try the restore purchase but it didn't work. I contacted support,
twice, but they could not help either. I find it odd that my account showed
I had premium service but the functions never showed up.--
Rachelle B. Lindsey

[SilviaFitbit]

@Raclinds Thank you for getting back. If you have a case created with Support, get back to them, they'll be happy to continue assisting you. If you don't I highly recommend to contact them again, we're here to assist you. 

Hope this helps. 

[SunsetRunner]

I am having the exact same issue. I opened a ticket earlier this week and was told the issue was being escalated and I have heard nothing since. I am using an iPhone and there are no reports of outages with this app and device. I am thinking I may need to work with apple to get a refund if this is not resolved in a timely manner. I am extremely disappointed at the lack of communication from Fitbit on this.  

[Raclinds]

I ended up getting a refund from Apple as Fitbit could not help me. I never
tried again to get the premium.--
Rachelle B. Lindsey

[SilviaFitbit]

@Raclinds Thank you for getting back. Sorry to hear about your experience. 

@SunsetRunner Hi there. Thank you for sharing what happened with your Premium subscription. I was able to confirm that your case was escalated to a higher team, they will reply to you as soon as possible. Your patience is appreciated while they get back to you. 

See you around. 

[victoriayork]

I am having this exact same problem - had years free trial, it auto renewed for a year (which I wanted) but my fitbit app does not recognise the renewal. I contacted support whose advice was to restore purchases. Having tried this several times, as others found, it does not work. What is the solution? 

[victoriayork]

and i don't just want a refund as starting again will be much more expensive  - want it fixed

[Raclinds]

I gave up. I hope you have better luck.--
Rachelle B. Lindsey

[SunsetRunner]

Hello,
I had to call support and open a ticket. Support had to go in through the
app. My guess is they had some sort of back door to address the problem.
Restore purchases did not work for me either. Support had my ticket open
for about three days before it was resolved, but they never indicated what
the issue is. Now that it is fixed, I no longer see the option to pay the
whole year in advance, only monthly so I think it is a glitch with the year
renewal. It seems like there is no notification to fitbit that the funds
were paid through the app store and you have to show proof of payment. It
was very frustrating. I feel your pain.

--
Cheers,

Rochelle Attari

[SilviaFitbit]

@victoriayork Hi there. Thanks for the details mentioned. 

I appreciate the troubleshooting performed prior to posting. I was able to see that you're still in contact with our Support team, please continue the communication with them, they'll provide the options available. 

@Raclinds Hope you can give Fitbit another opportunity in the future. 

@SunsetRunner Hi there. Thanks for sharing your experience with our Customer Service.  

See you around. 

[victoriayork]

Unfortunately it has gone very quiet abs nothing is resolved 

I have tried all the suggestions but Fitbit premium is still not showing - I have paid the annual amount and am very frustrated 

[SilviaFitbit]

@victoriayork Thank you for getting back. 

I appreciate the troubleshooting performed. I see where you're coming from. Be sure that our Support team will do their best to help you sort this out, your patience and understanding throughout this process is appreciated. 

See you around. 

[LucianReign]

I too am dealing with this same issue.  I purchased a year of Premium and noticed it stopped working on 10/24.  I contacted Fitbit via Chat twice on 10/24.  They had me try the Restore option which did not work for me.  I purchased my subscription online through fitbit.com and paid with a credit card.  Since I purchased the subscription this way instead of through the app the restore method doesn't work since I didn't pay through Google Pay.  I received an email from Fitbit wanting me to send them a receipt showing my purchase so I sent them a pic of the credit card statement...that was on 10/26.  I've emailed Fitbit a few times and even figured out how to get into my subscriptions by logging into my account on my desktop computer.  It shows my Premium subscription as Active, that it was purchased on 4/7/21 and that it expires on 4/7/22.  I took a screenshot of that info and emailed it to Fitbit today.  If I can do that I don't see why Fitbit initially asked for a receipt.  I just want the service that I paid for to work...and frankly Fitbit should prorate me a refund for the time my subscription has not been working or extend the expiration date the days that my Premium hasn't been operational.

[victoriayork]

Hi - I had to go back and girth so many times and eventually the issue was ‘escalated’. I dont think the problem was truly sorted, but they did grant me a year of membership which kind of sorts it but apparently won’t be subject to any renewal options when the year is up - so I will be at a disadvantage then. However at least I do have premium again for the next year. I had to send in multiple screenshots of various receipts. All I can say is that it’s not ideal but if you keep at it I think you should get some kind of resolution- good luck