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

[ShannonPeters]

Thanks Rich, I appreciate your help. 

I have contacted FitBit twice now and have been promised an email (I was told 24-72 hours but after 8 days, reached out to support again and was again promised this email with some support). 

Has anyone had this issue resolved? I tried the suggestions outlined above and have had no success on my own. 

Thanks everyone! 

[RunningRox]

I had the similar issue when I purchased premium, but thankfully this problem was solved within 24 hours. The only reason i am posting this issue is to inform other customers as well as yourself. Although some people experienced some difficulties getting the help they     wanted, every customer service representative was extremely helpful, and insightful. And without a doubt I knew that they did all they could to help a very impatient premium member (myself).

 I am very thankful you guys resolved my issue, and I will definitely keep purchasing Premium.
For those experiencing frustration in this situation please have faith that they will do everything in their power to fix the problem.  

[ShannonPeters]

It took about 2 weeks but my issue has now been resolved. Some advice for those of you who are in the same situation:

1. Call FitBit at 877-623-4997 rather than use the chat function. I used the chat function twice in that period of time and really got nowhere. 

2. Be prepared with screenshots of your purchased subscription as well as a screenshot of the credit card you used to pay for it (I had to submit both to FitBit to be evaluated). 

Not long after I submitted this information, FitBit activated my Premium subscription. This might sound petty, but I asked if they would prorate my account for the days I was unable to use Premium - they did not do that but at least things are working the way they should be. 

Hope this helps and good luck!

[RunningRox]

Okay, the first thing i did was contact text chat support, the first person worked with me on trying to get it taken care of. We tried several things, after i showed them a receipt of purchase on the app store through the fitbit app. We tried restoring my purchases, installing and uninstalling the app, the person was extremely patient with me as i asked them to stay on the line with me while we did this. But in the end the customer service rep had to refer me to premium customer service aka the higher ups. I also had a few other ideas a long the way that didn’t pan out. But in the end it took the higher ups contacting me through email and restoring it manually. (This was after six or seven people helped me, I am extremely impatient, i blame my get fit bingo addiction.) But it was all completed with in 24 hours. I did have a suggestion though, I also tried to restore my purchases through the dashboard, and it didn't work, when talking to one of the service people, I mentioned that one of the ways they could help customers was having a way to upload digital receipts from the google play store and app store onto the dashboard, so that way when the premium support sees it they can instantly put you back on premium. Or when your cue comes up in the line they have the immediate verification of your purchase. Overall, I love all my premium access, and especially the customer service through the non-premium side of things.  
but the reality of the situation came from one very honest rep: fitbit doesn’t directly get your money first through the play store or app store, google and apple do, so you have to show proof of your purchase to get it back.  Which is a bit frustrating to say the least. So in the end its a waiting game from apple or google to get their stuff together. 

TLDR: persistence is key to getting your premium back, be polite and courteous to support who are doing their best, and they will do their best to help you in a timely fashion. Oh! And take a screenshot of your digital receipt so you can verify your purchase. 

[RunningRox]

Edit: Sorry for my poor grammar skills.

[Beasey]

This doesn’t work and have not heard back from support. I am very upset as it’s a lot of money for now access to what i paid for.  

[koloughlin]

I know it's horrendous. They don't give you any extra either for the time
you've missed while they try to sort it out.

Katherine

[Khansen21]

I dont know If that will help. I tried all the steps to cancel my premium subscription and nothing worked. It said I didn't have a subscription but I am still getting charged. I even deactivated my account and I am still getting charged for something I do not use. Customer service was very unhelpful. They told me I have to contact Google. I am begging to regret getting this watch. Let me know if you can resolve your problem. Thank you

[Rich_Laue]

@Khansen21 you say that you are getting billed. 

Through what service are you being billed? Is payment automatic? 

[jsh13435]

I didn't see the answer included here. I just got off the phone with support and got the right answer after several dead ends.

Go to the Main Screen

--> Select Account Settings

  --> Restore Purchases.

I don't know why it disconnects for the account. This process worked for me.

[Bobbi_Jo]

I am having the exact same problem. I spent thirty minutes on the phone today, offering to forward my proof of purchase, just to be told to contact apple as I paid for the subscription through the app. Apple sent me back to you. So now I’m out $87. The apple store shows my subscription as active, I have a receipt, yet for three weeks I can’t access it. I’ve now spent an hour of my time trying to resolve this, and no one seems to be able to help me.

[jsh13435]

I have a Samsung Galaxy S22 Ultra, so of course, it's Android.

What I was told to do was to go to the Google Play Store and take the
option to "restore purchases". That fixed it for me. I don't know if the
Apple App Store has a similar function.

Scott Hutchison
~~~_/) ~~~
S/V Pneuma

[YojanaFitbit]

Nice to see you around, @jsh13435. Thanks for adding those details, we're glad to know this has worked for you. Hi there, @Bobbi_Jo. Welcome to the Community Forums. 

Thanks for sharing with us what happened with your Fitbit Premium subscription. We‘re taking your comments and sentiments in regards to our products and services into consideration. We understand that the outcome of your case with our Support Team is not fulfilling your expectations, but keep in mind that every case is completely different from the others, thanks for taking the time to share your experiences and feedback.

Thank you for your understanding.