Unable to purchase Premium through PayPal

[Zauchi]

Hi everyone, (I asked this question on Reddit before I knew there was a community here, though no answers yet)I just bought a Fitbit inspire 2 today and just setting it up it has a promo of one-year premium for free and when I go to set it up it says to pay via the email linked to Paypal (all good so far).The problem I am having is when I click to subscribe, I get an error saying my payments profile is currently suspended and if I click the 'learn more' link it sends me to an apparent google page asking me to send them a government ID! (birth certificate, passport, driving licence, etc)Is this normal?... I am not sure why I have to give ID to google to set up with Paypal.

Moderator Edit: Clarified subject and updated label

[Odyssey13]

Hi @Zauchi  there is an article that explains Gmail is to be what is acceptable, click to read. . So to know what's going on, I've asked a Fitbit Moderator to stop by to address this.

[xifa4]

Hi everyone,

I just bought a fitbit inspire 2 today and just setting it up it has a promo of one-year premium for free and when I go to set it up it says to pay via the email linked to Paypal (all good so far).

The problem I am having is when I click to subscribe, I get an error saying my payments profile is currently suspended and if I click the 'learn more' link it sends me to an apparent google page asking me to send them government ID! (birth certificate, passport, driving licence, etc)

Is this normal?... I am not sure why I have to give ID to google to set up with Paypal.

[Odyssey13]

Hi @xifa4  another member posted yesterday about this, too. I've asked a Fitbit Moderator to stop by to address this for you. As of this year, Gmail is being required to set up a new device, but that doesn't have anything to do with Paypal. If you don't currently have paypal, did you go directly to their site (not clicking on a link) to set it up?

[LizzyFitbit]

Welcome to the Community, @Zauchi and @xifa4. @Odyssey13 Thanks for the heads up and help.

@Zauchi and @xifa4 Thanks for bringing this to our attention. I understand your concern and just to confirm, may I know if you've tried contacting PayPal? If not, I'd recommend doing so to see if there aren't any restrictions or limitations either with your card or account. Once that's been verified, please try activating your free trial one more time.

[Mujuro]

I'm still having trouble purchasing Premium via Android phone/Google Wallet/Pay.  I get the "unexpected error" and "try again later" message.  And, unforrtunately, the website option only gives a 3 month trial vs the 6 month.

[LizzyFitbit]

Hi there, @Mujuro.

Thanks for joining this thread and letting us know the error message displayed. I'm sorry for this inconvenience and just to confirm, are you also having issues to complete your purchase through PayPal? If that's correct, please try getting in touch with them to make sure there isn't any restriction with your card or PayPal account. Once that's been verified, please try activating your free trial one more time from the Fitbit app. For more details about how to purchase or start your trial, see this help article.

[Mujuro]

Hello @LizzyFitbit ,

Thanks for reaching out.  I believe the issue is resolved now after working with your support team, they were able to activate the trial for me..  My issue wasn't with PayPal, my Google Wallet/Pay was connected to my Amex when I was getting the "unexpected error/try again later" message.

Regards,

Ken

[Zauchi]

Thanks to the replies but I couldn't fix it in the end. Nothing is wrong with my Paypal as I use it regularly.

I tried doing it on my pc but the trial is short compared to the one I was offered when I bought the device (I am supposed to get 1 year free).

Google wants ID to set up a payment via Paypal and if I am being honest it's a silly design. I refuse to give google any personal information, so I will skip the free trial and premium altogether and may consider just sending the Fitbit back for something else because if I am being honest it's not that great.  

Thanks again. (I have inserted screenshots of the debacle so Fitbit can consider fixing this in future to get fewer people getting annoyed so they consider leaving)

[LizzyFitbit]

@Mujuro and @Zauchi It's great to see you here again.

@Mujuro You're welcome. I'm glad this got sorted out and thanks for keeping me posted. Hope you can enjoy the experience with Premium!

@Zauchi Thanks for getting back with more information, as well as the screenshots provided. I understand your concern and let me clarify that while the trial gets activated from the Fitbit app, the purchase is completed in accordance to your phone's app store requirements.

I'm sorry for this inconvenience and because the issue seems to be with your Google Account, my best advice is to get in touch with their customer service so they can provide you with more assistance. You'll find their contact details here.