Premium trial management and heart variability

[zarzou]

Hi,

I have the versa 3 and I just got the 90 days premium trail to see if it is worth it. I have a couple of questions regarding the management of the features of premium:

1- I don't see anywhere in the app or in the web portal how to manage the premium, when it will expire, if they are going to auto charge me when it expires, how to cancel, etc.

2- Heart variability (not heart rate, and not sleeping heart rate) was one of the features that were advertised and that I was the most interested in; but I don't find it anywhere in the app or web portal.

Any thoughts?

Thanks,

[SilviaFitbit]

@zarzou A warm welcome to the Fitbit Community. It's great to hear that you signed up for Fitbit Premium. 

I appreciate the research done prior to posting. The place where you manage your subscription will depend on the store that you purchased it from. If it was purchased through your phone's default store it could be cancelled from there and disable the auto-renew feature. If you bought it from the Fitbit Store, you'll need to contact our Support team for assistance. 

Keep in mind that the expiration date will depend on the trial that was activated, if it's 90 days then you'll have to cancel before it expires. 

In regards to the heart rate variability, it can be found in the Health Metrics tile, check this article to find more information. Feel free to check out this article about Fitbit Premium. 

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

[zarzou]

Thanks for the answer!

So I got my premium trial from my laptop webpage, separarte from the androind app, sending it to my email. I did not even put payment details so I am not sure how it would be able to renew automatically. And again I don't see it anywhere in my account management. Are you saying that the only way to cancel the premium is to contact support? This seems wierd, especially that support is not that available to respond..

Regarding the health metrics, I don't have that label at all in my app or premium features (followed the instructions on the link, but on the today tabl, I have all the other items of the list [heart rate, sleep, etc.] but not the health metrics one..), is it possible that these features are not available with the versa 3?

Thanks,

[SilviaFitbit]

@zarzou Thank you for getting back. 

Since your Premium subscription was bought from the Fitbit Store, our Support team is the one that will help you cancel or let you know the renewal date, if you'd like I could create a case on your behalf so they can provide these details. 

In regards to the health metrics tile and the metrics displayed in the tile are not available in all regions, please check this page to see if it's available in your region. 

Let me know how it goes. 

[zarzou]

Thanks for the clarifications. 

Yes, please go ahead and create the case to cancel my premium subscription after it expires. I will renew manually if I am interested in keeping the premium features. 

Regarding the health metrics, I live in the US so I should have access to it, but again it does not appear to me neither on the app nor in the website (and again, that's the main feature I am interested in with premium).

Thanks,

[SilviaFitbit]

@zarzou Thank you for getting back. 

I've shared your post with our Support team and someone will contact 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. 

In regards to  your health metrics tile, the reason why it isn't showing could be because the tile hasn't been added, please try the following steps: 

1. On the Today tab  , tap Edit.
2. To add a stat tile, swipe down and find the stat you want to add > tap Add. To hide a stat tile, tap the X icon on the stat you want to remove.
3. Tap Done.

Let me know how it goes. 

[zarzou]

That worked for the stat tab, any thanks!

I also received the email that support will reach out to me in some days. 

Thanks again for your support.

[SilviaFitbit]

@zarzou I'm glad to hear that it worked. 😀 

Have a great weekend! 

[chadhow68]

I, too, would like to "manage my subscription" and, wow, do y'all make that difficult.  It was easy to start the trial, and should be easy to discontinue.  I don't recall if I decided to start the trial from phone or from web.  I would really like to cancel it though.

[SilviaFitbit]

@chadhow68 A warm welcome to the Fitbit Community. Your feedback is appreciated, we're always striving to improve our services offered. 

I took the liberty to share your post with our Support team and they mentioned that you've been in contact with them. 

Just wanted to add that if you're not sure where was your subscription purchased, you could double check your phone's default store, if no subscription shows then it could have been purchased through Fitbit.com and our Support team will be glad to help you cancelling it. 

Feel free to check out this article to know more tips on how to manage it. 

Have a great week.