Started the 90-day free trial but was charged

[NatNat1]

Hi 

I started the 90 day free trial of Fitbit premium but I’ve been charged. Not only that, my next payment days have been set in my subscriptions. 
has anyone else had this problem? Why offer a free trial to then auto charge?? It’s not a lot of money but I didn’t want to pay if I didn’t like the subscription 🤔

Moderator Edit: Clarified subject

[SilviaFitbit]

@NatNat1 It's nice to see you on the Community. Thanks for getting in touch about this. 

The free trial for Fitbit Premium is for customers who haven’t previously activated a free trial for Fitbit Premium. Thanks for understanding. 

Please explore the more than 40 free programs we made available to everyone here. 

Our thoughts are with all affected by the virus so far. We're continually looking at other ways we can support those in our community and those in need, and we’ll keep you updated as things evolve.

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

[NatNat1]

Hi,
As far as I am aware, I’ve never had this trial. If I did it would still be ongoing as I’ve only just figured out how to cancel subscriptions on my phone.

This is just another reason why I should switch to Garmin,

Kind Regards

Natalie Varnham

Moderator Edit: Formatting

[Rogini]

Same problem for me. I have never tried the free trial but I got charged. This is daylight robbery!

[SilviaFitbit]

@NatNat1 @Rogini Thanks for getting back. I understand your frustration with this. 

In this case, I've shared your post with our Support team and they'll be happy to continue assisting you through email. Keep in mind that due to recent events affecting our operations, we may take a bit longer to get back to you. 

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

[mjgibbs3]

I, too, had money stolen from me tonight. I went to this website and signed up for the 90 free trial, or so I thought. It would seem that you have to sign up on the Fitbit app and not the website. They do not do a good job at making it very clear about that. And the help desk person stated that there is nothing they can do about it. Poor customer service if you ask me. I will cancel as soon as I can. Be warned. They will trick you.

[mjgibbs3]

Yeah, I think Garmin would be a much better choice.

[SilviaFitbit]

@mjgibbs3 A warm welcome to the Community. Thanks for getting in touch about this. 

I truly appreciate your feedback regarding more clarification about purchasing the Free Trial. Your comments help us to continue improving our services offered. As mentioned by our team, the 90-day Free Trial is an in-app option. 

Learn more about it in this article What should I know about Fitbit Premium? 

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

[MommaSynu]

I signed up for the free trial on the Fitbit app and was charged. This is ridiculous. 

[dietmam49]

My subscription ends 24 July but been charged! Can’t cancel it either. Cannot get onto Apple for them to deal with and having patiently wIt to chat with somebody at Fitbit was then disconnected with a message that the service was not available. Not happy!!!!

[mjgibbs3]

Yeah. After this month is up, I will be deleting my account ASAP! I will never deal with these con artist again.

[SilviaFitbit]

@MommaSynu @dietmam49 Hey there. Thank you for the details mentioned. 

The free trial for Fitbit Premium is for customers who haven’t previously activated a free trial for Fitbit Premium. Thanks for understanding. If this is the first time you signed up for Premium, please let me know and I'll be happy to create a case on your behalf with our Support team. 

@dietmam49 I appreciate that you mentioned you contacted our Support team. If you would like to cancel your subscription, please confirm you're following this procedure. 

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

[dietmam49]

Yes I did and have just done again. I do not have option to cancel! and I
did not choose to subscribe however, Apple have taken £7.99 from my
account. I would like it back.

[SilviaFitbit]

@dietmam49 Thanks for getting back. I appreciate that you confirmed you're following the procedure mentioned above. 

If you're not seeing the "Cancel Subscription" link in your app store subscription settings, it means that your subscription has been already cancelled. Fitbit subscriptions are non-refundable, however you may want to contact Apple, sometimes they are able to help you with refunds. 

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

[Claire-91]

I to started the 90 day free trial, I knew that this would be an ongoing subscription when sign up up however there was a statement that said 'Don't worry we will notify you before your 90 days is up' (or something to that effect) which is why I signed up but that email never came and I was charged the $14.99. I am incredibly unhappy with this. 

[SilviaFitbit]

@Claire-91 A warm welcome to the Community. Thanks for getting in touch about this. 

Your feedback is truly appreciated, this helps us to continue improving our services offered. I see where you're coming from. 

Usually these email notifications are sent by the store that you used to purchase your subscription from. Fitbit subscriptions are non-refundable. However, you could contact the store that you purchased it from, sometimes they might be able to provide refunds. 

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

[MagnoliaGirl]

Same issue!  I was just charged for the Premium and it was canceled weeks ago.  Never started it, never used it!  What a ripoff.  Never again, Fitbit.  There are better companies to deal with.

[dietmam49]

I got my refund through Apple.

Sent from my iPhone

[georgiacaudell]

Same as me, they advertise it’s free. But charged immediately. False advertising, bad service. 

[SilviaFitbit]

@georgiacaudell Hi there. Your feedback is appreciated, we're always striving to improve our services offered. 

Take into consideration that Fitbit Premium trials are for new users only, if you're new to the service and were charged, please contact our Support team for further assistance, click here to get connected. 

Have a nice day.