Premium wasn't added when purchasing Sense

[JanetLReynolds]

SOOO I cannot be the only one!!  Did anyone else NOT add the free year of Premium to their new watch order, and now can't get it?  Is there help anywhere for this??

Moderator Edit: Clarified subject, formatting and updated label

[eezeepee]

@JanetLReynolds Welcome to the FItbit community.

The Fitbit Premium trial is for 6 months and it's for Fitbit accounts that have never signed up. If you haven't had a trial, just open the Fitbit app and tap Premium on the bottom right tab.

[JanetLReynolds]

Yes, but it was supposed to be a year free trial with the Ionic recall.. I did not see an option to "order" the free year, so I was just told that I lose it now.. kind of crappy.  I didn't wait for the refund, ordered another Fitbit, but now lose the year.  Weird that they offer it with other watches though

[eezeepee]

@JanetLReynolds The trial is actually not tied to the devices. It's just whether or not an email address has ever had Fitbit Premium. It might've been 1 year at the time the Ionic came out but it's currently 6 months now. My Sense was my wife's which was originally purchased in August 2020 but I start using it December 2021. She got the trial and I was still able to get it's well.

If they're offering 1 year with the recall, there must a code to redeem or something.

[JanetLReynolds]

Then shouldn’t the free trial be activated on my account for a year then?
I’ve never activated a free subscription before. I’ve been using Fitbit
for 4-5 years.
Oh well, my loss for not seeing the box to check off for the year.

[LizzyFitbit]

Hi there, @JanetLReynolds. @eezeepee It's good to see you and thanks for the help.

@JanetLReynolds Thanks for the detailed information. I'm sorry the Premium subscription couldn't be included when purchasing your Sense, and appreciate your efforts while working on this matter. I understand that you'd like to take advantage of that offer and my best advice is to get in touch with our Support team. They've specialized tools that will allow them to investigate and see what can be done for you. Please click here to get connected with them via chat or phone.

By the way, I've moved your posts to the Fitbit Premium board so you can get more related replies.

[BradF]

I made this mistake too. The way the 1 year of free premium was listed on the Ionic Upgrade Store page, I thought it was just up-selling the regular premium membership because it had a monthly price listed. I assumed the Premium would be added during device activation. Now it's looking like I'm out of luck. I contacted Support and Support told me to GFM basically, which made a great process into something really unpleasant and I'm going to remember it every time I look at my wrist now.

[CRSTOP]

That's the issue I'm having. I was furiously fighting through error messages on the promo codes, and after finally getting it to work, I ordered the Sense, then my heart sunk thinking I've missed out on getting the 1 year premium offer somehow. Luckily I remembered the free band before submitting. I feel really annoyed with it all.

[FitBiesot]

I can tell you even a more frustrating matter.

I ordered a free trial premium on March 4th and on March 5th I got a message with the offer.

So I picked out a watch, a wristband..and then I saw a Free subscription for Premium for 0 dollar.

So I choose that one, but uuuuuuuuuuuuuuuuuuuuuuuuuuh...error message!

I had a subscription and this cannot be undone according to Fitbit.

I had to delete it and then I can order it. But nooooo...it is valid UNTIL JUNE 2022!

I cannot delete it from my account.

So I saw the option and just could not choose it, because Fitbit is prohibiting their own promtions.

And no, I don't have to contact Google Play, like the helpdesk Fitbit said to me, because they cannot screw around in Fitbit apps.

Very very very dissapointed.

[JanetLReynolds]

Same!   And after all that, my new Sense has not once kept the Bluetooth connection to get texts or calls!  I’m very disappointed in this whole process.  I contacted customer support via chat, and then phone.  Both told the same.  Too bad.  Sorry about your luck. Think it might be time to switch back to my Apple Watch!  

[JanetLReynolds]

I have talked to customer support, via chat, and on the phone.  Both told me the same.  I’m out of luck, sorry about that.  Very disappointed with this whole issue.  I even bought a brand new watch before I got my refund, which I am having a lot of issues with it not connecting…I’m pretty tech savvy…so I’ve tried all the tricks and issue fixes…it’s just the watch.  

[BradF]

Do you have an iPhone? I wonder if that might be the issue. Is it a recent iPhone? I ordered the Sense and haven't had any issues with it at all. I even put the same watch face on it that I was using for my Ionic. I have an old Google Pixel 2 XL for my phone. I know Google owns Fitbit now, so maybe upkeep for iOS compatibility hasn't been as vigorous as it was when Fitbit was an independent company.

What's really strange to me is that, considering this is a voluntary recall, they seem to be overly stringent on how that free year of Premium service is applied. I refuse to believe they can't just click a few buttons and credit an account with a free year of Premium.

It's really annoying, but in the end, I guess it doesn't really matter to me. I had recently let my Premium lapse because I wasn't using it. Unless something is radically different with the Premium features on the Sense, I probably won't use them either and after the 6 month Premium trial that comes with the Sense, I'll just let it lapse again.

All said and done, after I get the box and send the Ionic back and receive the refund, this is a free watch, so while I'm aggravated, I'm going to let it go.

[YojanaFitbit]

Hi there, @BradF. Welcome to the Community Forums. @CRSTOP @FitBiesot and @JanetLReynolds Your comments are greatly appreciated.

Thanks for sharing with us what happened with your Fitbit Premium Trial. 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.

Please note the best way to get help for this problem is to chat with us online again or give us a call. Click here to get connected.

Thanks for your understanding. 

[BradF]

No, actually all of these cases are exactly the same.

And if you'd read what we wrote, you'd know that we already did reach out to support and support told us it's too bad and we're just not getting the one year free of premium, which is bizarre. We're entitled to it. It's not like Fitbit can't look at an account and see that a recall was done for an Ionic on that account and just credit the 1 year of free Premium automatically. This isn't 1995.

So, if you don't have anything to add, and you're just going to tell us to do what we already said we did, why bother commenting?

[pantha00x]

I too am having issues with getting the 12 month trial.  as I have explained to support there was no option to select a 12 month trial, so im now guessing there was an error on the site ( as it was overloaded) now support say

"Once the code is used we cannot use it again. If the Premium service was not in the store that means that was not an option for that code. We are afraid that we cannot add the Premium any more"

I have explained there was no option on the site , Iam now awaiting a response asking them if this was "false advertising" ( so far nothing)

[YojanaFitbit]

Hi there, @pantha00x. Welcome to the Community Forums. @BradF Thanks for getting back to us.

Sorry you feel this way about your last interaction with our support team but it's best if you can get in touch with them again. They can handle your request accordingly or give you what options are available.  

Thanks for your understanding and thank you for being a member of the Fitbit family. 

[Tmercer]

I got the same deal.  Although I went to change something and then the box wasn’t there when I checked out.  I’ve always had good luck with customer service and it was one reason I didn’t switch to Apple.  They said they can only do 6 month now.  I’m sure they can fix it.  Anyway, I’m supposed to get an email tomorrow.  Kind of crappy if they don’t honor it.

[MonicaM3]

I had the same issue. Couldn't even find the option to select the free 12 month Premium that was supposed to be included. But the $60 extended warranty info was plainly obvious on the checkout page. And the free band offer was pathetic. Either backordered or just plain ugly. This will be my last Fitbit. Might just keep my Ionic which works just fine.

[BerniG1990]

I agree same thing is happening to me I bought a new Fitbit sense $299 no free premium 

[chefbanzai]

I had the exact same issue and my chat with customer support was fruitless.... "There is nothing we can do."
I am returning the watch if this is the final word on this matter. Is there anyone I can email? I liked my ionic an dmiss not having one but I feel I have been cheated.