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! 

[victoriayork]

Sorry I mean back and forth

[seascaping]

I wanted to share with others that I had the same problem. I purchased an annual subscription through my iPhone (after my free one year subscription ended). However, when my free year subscription ended, it cut me off from the features even though I had paid to renew it. After reading through this thread, I called Fitbit and talked to someone who was of no help. He told me it was an Apple problem. (not true!) So I hung up on him and called again.

This time I got to talk to someone who was able to understand my issue and sent me an e-mail for me to send proof of purchase. I sent a screenshot of my phone, showing the subscription, a screenshot of my paypal receipt AND a screenshot of my itunes purchases. He said I should hear back in 24 hours.

I will wait and see if my premium will somehow magically be restored, or if I have to do something else.

I wouldn't recommend renewing. In fact, I won't be renewing again. A shame that this is such a hassle.

[seascaping]

Update…,

no luck in restoring my subscription. I’ve sent in proof via email, got the runaround. Very upsetting. 

Don’t get the premium subscription. It’s not worth this hassle. 

[victoriayork]

Hi

I know its super frustrating but I would say just persist- In the end they did accept my proof and restored premium, It took a while and was very frustrating but I think if you push enough it will happen.Good luck. I agree its dreadful to have to do this.

[guitargoddes]

This happened to me too.  I purchased a one-year Fitbit Premium after my free trial.  I purchased through iTunes,  It is valid for one year until Jan 23, 2023.  It was working great until one morning it stopped working.  I found this forum and did the restore purchases trick and it did NOT work. 

I am now on the phone with my THIRD help desk person after 1.5 HOURS on the phone to try to fix this and still no answer.  I've emailed them all my receipts of payment, etc.  They keep saying "it's complicated."  What is complicated?   Just turn my subscription back on.  This is horrible -- I love the Fitbit product, but after this experience I'm going to tell everyone to AVOID.

[guitargoddes]

@SilviaFitbit Silvia Fitbit - your "Restore Purchases" solution did not work for me.  I have spent two hours this morning talking to 4 different fit bit representatives, and even though they all acknowledge that I have paid for a year subscription (which was working for 2 months until this morning), no one has been able to turn my subscription back on.  Can you help??   I am beyond frustrated.