Premium subscription bought through apple not working

[BrittanyHowze]

I bought an annual premium membership subscription, but it doesn’t show up in the app. I tried restoring purchase, logging out and back in, deleting the app and reinstalling. I contacted customer support and sent screen shots of my subscription and my credit card payment. I got an email reply from Fitbit that was even less helpful and told me my subscription ended. I replied with the same screenshots and heard nothing back. If they don’t resolve it soon, I’m going to go through Apple or my credit card to get refunded. For all of the tracking they do of us humans, they can’t even troubleshoot their own glitches. 

[SilviaFitbit]

@BrittanyHowze Welcome to the Fitbit Community. Thanks for the details mentioned. 

I appreciate the troubleshooting performed and the time you took to contact our Support team. I see where your frustration is coming from. 

Since you mentioned that our team has access to your case details and your case is still open, please continue the communication with them, they'll provide an appropriate solution to this. Due to the high volume contacts, there might be a delay on their behalf, rest assure that they'll get back to you. 

Thanks for your understanding. See you around. 

[BrittanyHowze]

Multiple chats and emails and this still hasn’t been solved. You have more faith than I do. I will update if anything else comes of it, but so far: first chat was escalated to an email response that was not only unhelpful, but did not have correct information about the account. No reply when I informed them of their oversight. The second chat was again escalated to an email response, I replied with receipts and screen shots, they asked for more screen shots, I provided them, and then….nothing. I still haven’t heard back or had the issue addressed

[BrittanyHowze]

Still no resolution. What do you think a reasonable timeline for fixing this would be, Silvia? I provided everything they asked for and…it still doesn’t work. I think there’s a problem that is above their pay grade and they aren’t escalating it. I’ll update when this is resolved. 

[SilviaFitbit]

@BrittanyHowze Thank you for getting back and sharing updates on what you experienced. 

I appreciate that you shared how you feel about this. I was able to see that our Support team has been in touch with you and resolved the inconvenience. 

Hope you enjoy the Premium features now displaying on your app. 

[BrittanyHowze · Accepted solution]

Yes it was! I was almost just about to give up on chatting and emailing with robots. The issue was finally escalated to the appropriate level and addressed, and they let me know the following:

“Your case has reached our support center here in our San Francisco office. 

We are sorry to hear about the issue you were experiencing with accessing Premium. This was an error within our system and we have now granted you access to the year subscription that you have paid for.”

[SilviaFitbit]

@BrittanyHowze Glad to hear that it was sorted out and now you're able to explore the Premium features offered on the Fitbit app. 

I'd invite you to visit our Health & Wellness boards, you'll find tips about Get Moving, Healthy Eating and more. See you around. 

[adidas]

Same problem. Except, I don’t see a button to “Restore Purchases” that I can tap. 

What’s the solution?