Premium subscription not showing

[sue5]

I just bought Premium and I have nothing new. If I hit the Premium button, it still shows to buy into it. Does it take a while to show up or did it not go through. I have a receipt from PayPal that I bought it.

Moderator Edit: Clarified subject

[Rich_Laue]

Please see this reply by @SilviaFitbit, @sue5 

[sue5]

Nothing in that reply worked. I hit 'restore purchases' and it said 'error'. And the purchase does show in my subscriptions.

[SilviaFitbit · Accepted solution]

@Rich_Laue Thank you for your assistance on the thread. 

@sue5 Hi there. 

There are two ways to subscribe to Fitbit Premium, it could be through the official Fitbit Store or through your Fitbit app and enter a valid payment through your phone's default store. In order to provide you with the correct troubleshooting please let me know where did you purchase your subscription from?

Looking forward to hearing back from you. 

[koloughlin]

Hi I bought Premium through the app on Jan 24 and it's still not showing up. I have the google play receipt that tells me the subscription is active.

[SilviaFitbit]

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

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  

Have a nice day. 

[koloughlin]

I clicked to get this sorted but the person I was talking to wasn't able to sort it as it needed to go to the 'Premium' team.  Needless to say I haven't heard anything from them.

Should I try cancelling and rebuying?????? I'm afraid that this will end up in 2 subscriptions.

I find this whole process unbearable and extremely frustrating.

[SilviaFitbit]

@koloughlin Thank you for getting back.

I understand your frustration with this, your patience is appreciated. Due to recent events affecting our operations, we may take a bit longer to get back to you. 

In the meantime, I'd like to double check that your subscription is active, to do this please visit Google Play Store subscriptions, there you'll find your active memberships. If Fitbit is showing there please follow this procedure to restore your subscription: 

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

Let me know how it goes. 

[koloughlin]

I took screenshots but can't upload them. Fitbit is an active subscription in Google showing next payment due on 24 Apr 2021.

When I go to the fitbit app and click my picture, restore purchases is not an option. I have 8 other options but not that.

[SilviaFitbit]

@koloughlin Since you're not getting the "Restore your purchases" button, please log out from the Fitbit app, force quit it and clear cache. 

Let me know how it goes. 

[Farragon]

Hi -

I would like to add that I have the same problem & customer service has been fairly unresponsive. I called & was told that I'd receive an email from the Premium Dept. - I did not. I did online chat & was told there was a snag with processing it to the Premium Dept. Then, I got a non-responsive email from Fitbit explaining I am out of the 6-month trial period. I know that I am out of the 6-month free trial but I purchased an annual subscription through Apple (have screenshot) and the charge for $79.99 was posted to my credit card. Waiting for a reply that is hopefully more responsive to the issue of purchasing an annual subscription to Premium yet not receiving it. Hence, the upshot of my experience is that a Call or Online Chat will result in being told that email support from Premium will deal with issue. Email from Premium missed the ball by explaining to me about the trial period being over and that I cannot repeat the 6-month trial. So....

[koloughlin]

Customer service is absolutely horrendous and I would be canceling premium except I use it for challenges.

I fixed this by uninstalling the app completely from my phone and restarting at the beginning again.

Hope this helps.

Katherine

[Farragon]

I am going to try your solution - thank you. Tried setting it up as new device but unfortunately, it didn't work. Customer support via email is going slow. I'm still waiting for a reply from yesterday when they asked me to "Restore Purchases". That is not an available option; in fact, part of the issue which I explained to them before is that at the start of this problem I began receiving the offer "Start My 6-Month Free Trial" to Premium, which I've already done. I did try clicking on it to see if it'd get me anywhere, which it doesn't.

I don't understand why Fitbit is unable to resolve this issue without so much difficulty and back & forth & wanting to look for subscription under other email addresses b/c they insist it's not under my email address. Well, that didn't go anywhere as I gave them all emails associated with me (even though, I don't use them); not to mention, I can see from my end that my subscription is with the email I've been using for years with Fitbit.

Because this customer service experience is dragging out with first no responses, then non-responsive replies, and then delays between e-mail replies, I'm may be left with having to dispute charge with Apple &/or credit card. But this still leaves me w/o Premium features, which seems like a waste as the Sense watch relies on Premium for so many things. I wish I could return watch at this point.

[SilviaFitbit]

@Farragon Welcome to the Fitbit Community. Thanks for the details mentioned and the troubleshooting performed. 

I appreciate that you mentioned, you've been in contact with our Support team. Your feedback and comments are appreciated, we're always striving to improve our services offered. Since you're in touch with them, please continue the communication with them, they'll be happy to continue assisting you and provide the best solution to this. 

@koloughlin Thank you for getting back. Sorry to hear you had this experience with them. I appreciate that you shared the troubleshooting that helped you solving this.

See you around. 

[Farragon]

Thank you for your help. The latest update is that I'm still trying to resolve the issue of not receiving Premium features despite having a paid subscription to it. The email support team stopped responding 2 days ago after I replied that I do not have the option available to "Restore Purchases". I have since called Support and asked for a supervisor. I was told that a supervisor is not available via phone but that I'd be receiving an email from a supervisor within a few minutes - I didn't. So, I called back later and was told there is an email support cue and that I'd receive an email from a supervisor in 12 hours - I didn't.

So, I'll echo the view that customer service is absolutely horrendous. I had been promised support via regular customer support or supervisor three times in which I didn't receive the promised email. I was given questionable help with delays between emails that neglected the information I'd previously provided. I will wait a couple of more days for a possible email response from a supervisor as promised. Otherwise, I am left to figure this out on my own, which I'm presuming means disputing the $79.99 annual subscription charge to Premium with my credit card company; and, then, perhaps, trying to purchase it again with the hope that'll it work the next time.

I provide this as assistance to others who may be experiencing a similar problem with Premium & to let it be known that customer service is severely lacking, at least at this moment.

Thanks

[SilviaFitbit]

@Farragon Thank you for getting back. I truly appreciate the time you took to share your experience with our Support team. 

Sorry to hear that they haven't been in contact with you as promised, rest assure that we're doing our best to help you find a resolution. As they mentioned, your case has been escalated to a higher support level, your patience is appreciated. 

See you around. 

[Taxberg]

I'm having this exact issue. I purchased a yearly premium subscription with my Apple Card on 8/2/21. Before I even talked to any customer support I deleted the app (twice), rebooted my phone, clicked on "Restore Purchases". Nothing. Everything is showing I am a Premium member until 8/2/22, yet I'm still getting the "Try Fitbit Premium" in my profile. I talked to Fitbit Support and showed the screenshot of my receipt and they told me to contact Apple. That was a time-wasting effort. Instead of trying to fix the issue, they advised me to dispute the charge and then re-subscribe. So I can go through this all over again? Why can't Fitbit Support fix this and flip whatever switch they need to so I can get what I paid for? I've shown proof of my purchase and reading this forum this is an issue with other members. Instead of sending your customers in circles why can't you just figure out the problem and fix it. 

[SilviaFitbit]

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

I see where your disappointment is coming from. I appreciate that you mentioned you've been in touch with our Support team. I was able to update your case details and someone will get back to you as soon as possible. 

Hope this helps. 

[ShannonPeters]

Having the same issue as described above - recently purchased a Premium subscription and Apple states that it is active until August 2022. Would appreciate a swift resolution as spending $80 to access my information is a little steep. 

[Rich_Laue]

Hello @ShannonPeters this is not something that your fellow Fitbit users will be able to help with. 

I suggest contacting support. The link is also in the top right corner of this page, tap where your profile picture would be found. 

The link to contract support will also be found through the below help link, or the Help found in the app.