Unable to activate 3-months trial of Versa 2

[roofyroo]

Okay I’ve been searching these boards and online and cannot find anywhere a solution to obtaining the free 90 day trial that’s included with the purchase of the Versa 2.

Why is there no sticky post about this?

I have two Versa 2’s purchased on day 1 of release, and both say “start your 7-day free trial” when checking options to sign up to Fitbit Premium.

SUPPORT - Please advise to assist me, and I’m sure many other users...

Moderator edit: updated subject for clarity

[Jurmalina]

I faced exactly the same issue. Requested support yesterday via Live chat and lady could not help me. She escalated the case to Premium support and provided with case number. Waiting....   Very frustrating experience...

[roofyroo · Accepted solution]

I started a chat session and got this...

Christin: The 3 months trial will succeed after your 7 days free trial.

Basically sign-up to the 7 day free trial and when this ends you will automatically get 3 months (90 days) free trial and Fitbit Premium.

Agent had no idea why this information isn't easily available to buyers.

[Donna80]

Let us know if this works though, as the agent might be wrong - there still doesn't appear to be a consensus.

[dorien11]

I have the versa 2 special edition. No premium for me. My free trial expired and now I'm back on regular. Please help

[roofyroo]

Here's the entire transcript. Perhaps someone from Fitbit will respond to sort out this issue. Very frustrating!

Christin (9/23/2019, 10:23:29 PM): Hi Nathaniel, My name is Christin. How can I help you?
Christin (9/23/2019, 10:23:34 PM): Are we still connected? Please note that this chat will close after 1 minute.
Me (9/23/2019, 10:23:43 PM): yes
Me (9/23/2019, 10:23:59 PM): I posted in the forums about this issue
Christin (9/23/2019, 10:24:02 PM): How can I help you?
Me (9/23/2019, 10:24:14 PM): I’ve been searching these boards and online and cannot find anywhere a solution to obtaining the free 90 day trial that’s included with the purchase of the Versa 2
Me (9/23/2019, 10:24:24 PM): I have two Versa 2’s purchased on day 1 of release, and both say “start your 7-day free trial” when checking options to sign up to Fitbit Premium
Christin (9/23/2019, 10:24:51 PM): I'll be happy to help you with your Premium free trial.
Christin (9/23/2019, 10:24:55 PM): To begin with, can you confirm your Fitbit account email address?
Me (9/23/2019, 10:25:05 PM): m****m
Me (9/23/2019, 10:25:14 PM): and my wifes
Me (9/23/2019, 10:25:19 PM): b****m
Christin (9/23/2019, 10:26:22 PM): Thank you! I’m confirming your account, please hold for a moment.
Me (9/23/2019, 10:26:47 PM): ok
Christin (9/23/2019, 10:26:52 PM): Thanks!
Christin (9/23/2019, 10:30:47 PM): Thanks for waiting. I was able to find your account and also see your active premium subscription.
Me (9/23/2019, 10:31:13 PM): I haven't activated any premium subscription
Christin (9/23/2019, 10:32:24 PM): Tap the Discover tab > Guided Programs.
Christin (9/23/2019, 10:32:32 PM): Open your Fitbit app first.
Christin (9/23/2019, 10:32:42 PM): let's start with your own account first.
Me (9/23/2019, 10:33:03 PM): All locked - option to "Try Premium"
Me (9/23/2019, 10:33:15 PM): nothing is active
Christin (9/23/2019, 10:33:35 PM): I am giving you the steps to start your free trial.
Me (9/23/2019, 10:33:43 PM): I know how to do it
Christin (9/23/2019, 10:33:54 PM): Alright.
Me (9/23/2019, 10:33:59 PM): I'm saying it specifically says 7 days
Me (9/23/2019, 10:34:07 PM): it should be 90 days
Christin (9/23/2019, 10:34:43 PM): Yes, that's the initial trial that you will get and then the 3 months trial with succeed after your 7 days free trial.
Me (9/23/2019, 10:35:21 PM): automatically?
Christin (9/23/2019, 10:35:21 PM): I meant the 3 months trial will succeed after your 7 days free trial.
Christin (9/23/2019, 10:35:42 PM): Yes, you just have to go through the free trail subscription.
Christin (9/23/2019, 10:35:54 PM): The 7 days free trial.
Me (9/23/2019, 10:36:08 PM): So why is this info not readily available the public
Me (9/23/2019, 10:36:26 PM): there are posts upon posts about this and the Versa 2 all over the Internet
Christin (9/23/2019, 10:36:27 PM): Oh, I am sorry if its not fully disclosed on the posts that we have, Nathaniel.
Christin (9/23/2019, 10:37:01 PM): You're not the first person who contacted me today regarding this free trial and I have given the same information that I gave you right now.
Me (9/23/2019, 10:37:40 PM): Okay - well thanks for the info. Fitbit should really post this info somewhere to save frustration and time on both ends

[Donna80]

I'm not going to try that, as if that one rep is wrong you could loose your 3 month trial, and they really don't seem to have a consistent answer.

[roofyroo]

Yeah sounds like it won't work - but at least it's in writing to get it reset if it doesn't work.

[dorien11]

I was doing my 7 day free trial when I bought my Versa 2. How do I start it again? I only have the option to pay

[Jurmalina]

This certainly does not work. My 7 days trial ended today and I was charged 7.99 for monthly subscription. Will be writing complain as it is total nonsense. Extremely disappointed. A good few days ago Live chat rep provided me with case number to escalate why I cannot get 3 month trial offer and no response from support team either. 

[roofyroo]

It certainly doesn't appear to be working and it's clear FitBit support is just making things up.

Please keep replying if you get any response so others can figure out what steps to take.

[LizzyFitbit]

Hi everyone. I'm glad to see you here in the Community Forums. I'm sorry for my delayed response and I'll be here to help you out.

@roofyroo and @dorien11, thanks for letting me know that you got the Versa 2 Special Edition which includes a 3-month trial of Fitbit Premium. I'm sorry for the inconvenience that you've had while trying to get it activated, and I've contacted our Support team so they can can create a case and give you a hand. Please keep an eye on your inbox.

@Jurmalina, I'm sorry that you were charged for the Premium subscription and appreciate you for sharing your feedback about this experience. I see where are you coming from about this and be sure that your comments will not go unnoticed. Since there is a case already opened for you, our team will follow up with you via email to provide you with more details about this concern. Make sure to check your inbox, spam and junk folders.

@Donna80, thanks for joining this thread and sharing your thoughts about this situation. After checking your details I was told that you already have a case created with our team and they provided you with assistance. Just to confirm, may I know if you were able to get 3-month trial of Fitbit Premium on your Fitbit account? If not, let me know so I can continue working with you.

I'll be around if you have more questions.

[roofyroo]

Support response so far. What a totally unacceptable answer.

Hi Nathaniel,

Thanks for letting us know about this issue. We’re aware of it, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products.

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please let us know if you have any other questions.

Sincerely,
Chris R and the Fitbit Team

[roofyroo]

My thoughts exactly.

[LizzyFitbit]

Hi @roofyroo. I'm glad to see you here again.

Thanks for keeping me updated about our team's response. I understand where are you coming from as the Premium subscription should be working, and I'm sorry that you're going through this situation. Our team relies on the feedback posted in the Community to work and improve our services.  Be sure that they'll continue working on this behavior to bring a resolution to you and the rest of our members.

If you have any other question, don't hesitate to let me know.

[SunsetRunner]

I purchased my new FitBit via Amazon on 10/1. I tried to start my free 90 day trial, but ended up with the 7 day free trial instead. Based on the posts I’ve read here, and the experience I have had to-date with the FitBit customer care team, I have zero confidence that they know how to properly advise their customers (at this time) on how to activate their 90 day free trial. I spoke to Amazon earlier this evening, and asked them to open a case with FitBit, since I purchased the device through their website, and they should know about the bad customer service experienced to-date. I hope FitBit will fix this ASAP, and properly advise their customers on how to take advantage of the free premium offer. Anything less continues to be just horrible customer service.

[LizzyFitbit]

Hi @SunsetRunner. Welcome to the Forums and I'm sorry for my delay.

Thanks for sharing your feedback about your experience with our the Premium subscription and our Support team. I'm sorry for any inconvenience that this has caused you, your comments won't be taken for granted as they helps us to continue enhancing our products. I've been informed that your case is still open and you'll receive an email with more details about this situation.

If you need more help, feel free to reply back.

[roofyroo]

Well this is still zero update on this issue and FitBit are still offering this deal.

It's time for action.

[SunsetRunner]

After several frustrating back and forth e-mails with the FitBit support folks, including phone calls to them and to Amazon, to try and get this issue resolved, this is the response (below) that I received earlier today.  I have also asked FitBit for some additional free months of Premium, simply because I have invested hours of my personal time trying to get this fixed.  I'm waiting to hear back from them on that, which from a customer service perspective, would be a nice gesture to all of us.  I hope this e-mail will help you guys out there who continue to have the same issue claiming the free 90 day trial:

Hello Rob, 

I am sorry for this confusion. 

The 3 month trial of Fitbit Premium was added using our back-end tools. As a result will not reflect in the Apple app store but all Fitbit Premium features will remain unlocked in the Fitbit app until Feb. 11th, 2020. 

The 3 month trial will begin after the current month of Fitbit Premium has concluded. To avoid any charges by Apple during your free 3 months, please cancel your subscription in the Apple app store. If further assistance with your subscription is needed, contact Apple:  <Link to Apple Here>

If you have any additional questions, please let me know. 

Sincerely,

Sara and the Fitbit Team

[roofyroo]

With so many mixed responses with all of them ending in the 3 month trial still not happening it's really hard to trust the response below from Sara.

The best user feedback so far is to create the group on another social media platform so we can collaborate and move forward without having our messages removed by a moderator - twice now.