Premium features are still locked

[DeadSkelton]

Ive been a Premium subscriber for a week now and my features are still ot unlocked on my app. I put in a ticket about it and i was told i would hear something in 48 hours and i have heard nothing at all im really regreting going with fitbit now this is in no way acceptable

Moderator Edit: Clarified subject

[SilviaFitbit]

@DeadSkelton A warm welcome to the Community. Thanks for getting in touch about this. 

I've shared your post with our team and they mentioned it has been escalated to the proper team. Due to recent events, we might take a bit longer to get back to you. 

In the meantime, please confirm that you did this procedure to purchase your Premium: 

1. If Fitbit Premium is available in your region, you'll see a Premium tab in the Fitbit app. Tap the Premium tab.
2. Read the overview, and tap the button to get started.
3. Choose a 1-year or monthly subscription to start after your free trial, and follow the instructions to purchase.

If you purchased your subscription through the app but it's still not showing, please restore your purchases by doing the following: 

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

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

[DeadSkelton]

I did these scribe thing it says im already subscribed i dod the restore
thing and 8t says error restoring purchases something went wrong try again
later ive done all these steps daily ive cleared the cache to my app and my
store I even deleted and reinstalled the app im just gonna return my fitbit
and cancel my membership i shouldn't have to wait over a week on something
I payed $170 for then another 80 for subscription I will just go back to
using Samsung products.

[SilviaFitbit]

@DeadSkelton Thanks for getting back. I truly appreciate the time you took to troubleshoot this. 

I totally understand your frustration with this. Rest assure that your case has been escalated to the proper team but due to recent events affecting our operations we may take a bit longer to get back to you. 

Your patience and understanding is appreciated. 

[mrFibb]

I have the same problem.

However, there is no 'restore purchases' option on my screen.

I want to add the 'wellness report' to my screen, but it just gives me the button to 'try premium'.  I AM ALREADY PREMIUM!!!!

Please help; this is really frustrating (and you're taking my money for nothing).

[SilviaFitbit]

@mrFibb A warm welcome to the Community. Thanks for taking the time to share what you're experiencing with Premium. 

I see where you're coming from. I would like you to ensure that you followed this procedure to subscribe to Premium. If you did but you're still not seeing your subscription, confirm you followed this procedure to restore your purchases on your Fitbit app: 

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

Looking forward to hearing back from you. 

[mrFibb]

Hi,

I tried again and still can’t see that option. Here are screenshots of my FitBit app so that you can see what I see.
[Image]
[Image]

As you can see, there is no option for ‘restore purchases’.

I definitely have premium because I do all of the premium workouts, etc.

What should I try next?

Thanks,
Andrew

Sent from Mail for Windows 10

[SilviaFitbit]

@mrFibb Thanks for getting back. 

In this case, I've shared your post with our Support 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. 

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