Premium data stopped showing on the app

[areader4life]

I have a Sense Premium subscription that shows it’s paid for and expires Aug of 2022 but I’ve stopped being able to access it. I’m my phone it shows 6 month free trial and if I choose that button, it gives me error codes. I’ve tried searching here for others but nothing really matches my issue. 

Moderator Edit: Clarified subject

[SilviaFitbit]

@areader4life Hi there. Thanks for the detailed information shared. 

I appreciate the research performed prior to posting. I was able to see that you've been in touch with our Support team, please continue the communication with them, this to avoid any confusion, they'll do their best to sort this out. 

Hope this helps. 

[crazy_vag]

I have the same problem that started on Friday, 10/15.  I'm on Android with a Charge 5.

I logged out, logged in, cleared app data and reinstalled the app, but still don't have premium.

I contacted support, but other than confirming I'm paid, they were unable to fix it.  This sucks.

[areader4life]

I sent my receipt as proof of payment this morning and haven’t heard back
from them yet. I’ll keep you posted if I hear anything. Here’s hoping they
figure out how to correct the issue 😞

[crazy_vag]

is there better support here on forums?  When I did chat support, they couldn't help me.  Do I contact Google Play support?  My credit card?

[SilviaFitbit]

@crazy_vag Hi there. 

Thank you for the troubleshooting performed prior to posting. I appreciate that you contacted our Support team. May I know if Premium features stopped displaying on your app? 

Please confirm you've tried restoring your purchases by doing the following: 

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

@areader4life Thank you for getting back. I was able to see that our Support team helped you resolving this issue. May you confirm that Premium is displaying now on your app?

Hope this helps. 

[crazy_vag]

Restoring purchases worked.

Not impressed at how useless FitBit support was, and why this couldn't have
been done automatically. App could easily check that my account is paid
and fix itself.

[areader4life]

FitBit chat support from my desktop helped me. If they couldn’t fix it with
me “live,” they “escalated” it to the next level, and by the next day, I
received an email from FitBit in the home office (San Fran, I think), and
they resolved it. I can’t lie, it took a few days, and I had to keep
watching my email to hear from them, but it happened- and all’s well that
ends well. Good luck!

[LucianReign]

I have been dealing with this issue since 10/24.  I did the Live Chat twice and this issue was escalated.  I can't do the restore option since I purchased my year subscription through fitbit.com and not through the app (which does payment through Google Pay).  I received an email from a Nanette B on 10/26 with the San Fran office wanting me to send them the receipt from my purchase of the year subscription.  I purchased a year of Premium on 4/7/21 and don't have a "receipt"...so I took a pic of my credit card statement showing the purchase and emailed that to Fitbit.  It's now 10/30/21 and I have yet to hear back from Fitbit on what's going on with Premium subscription and it's still not working.  I've responded to their initial email several times with most recently being today.  I have also just sent a screen shot from my desktop computer where I went into my Fitbit account and found my Premium subscription which shows it as Active and not expiring until 4/7/22.  It's extremely frustrating the lack of response from Fitbit!😠