Unable to use Premium offered with the Inspire 2

[TexasVoyager]

I recently purchased a pair of new Inspire 2 trackers for my wife and me after the batteries on her Alta and my old Inspire all but died.  The online offer stated that the Premium Fitbit Service would be included for one year.  Mine is working but hers is not.  Online support has woefully failed to be of any help in resolving this matter.  Have any others encountered this or have I been cheated?

Moderator Edit: Clarified subject

[Baribabe]

No experience of this myself...but I wonder if you're tried a premium trial previously, whether it may not allow you to trial it again? I look forward to someone from fitbit providing an answer!

[TexasVoyager]

Thanks, @Baribabe.  This is the first time we have ever tried the Premium service.

[JuanFitbit]

Hi @Baribabe , a warm welcome to the Community! Thanks for your input and for sharing your ideas.

Hi @TexasVoyager , nice to see you around. Thank you for the information provided. 

Even if you have tried Premium before, the offer that includes a membership with the purchase of an Inspire 2 is still applicable. 

Our team has been informed. They are looking at the situation and working on a solution for it. 

I'll be glad to inform you further, should I receive more information regarding this. 

Please don't hesitate to post again, should you have further questions. 

[Baribabe]

Hi, and thanks.

Hope you've got your premium subscription sorted now, @TexasVoyager ?

Sorry if this is hijacking a bit, but @JuanFitbit that's not the answer I expected re the premium trial - that's good news! So if I buy an inspire 2, having already trialled Premium, I can still sign up for the 1 year trial? How do I go about organising that?

It would be great if I could, because to be honest it hasn't worked wonderfully with bingo crashing and videos not playing, so I was ready to just cancel it and not bother any further! But if it comes right over a year, it could convince me it's worth the money 😄

[TexasVoyager]

No resolution yet.

[JuanFitbit]

Hi @TexasVoyager , thank you for your update.  Our team is still looking into this. I appreciate a lot your patience and understanding. 

Hello, @Baribabe , no need to apologize. I'll be glad to address your concerns. 

If you purchase an Inspire 2, you'll receive the offer to try Premium for a year. Due to your description, I assume that currently , you have a trial of Premium active.(please correct me if I'm wrong)

If this is the case , you can start the free trial after you cancel your premium subscription. You’ll see your free trial offer for Fitbit Premium in the Fitbit app within 3 days after your current subscription period ends.

If you purchased your Fitbit Premium subscription on:
-fitbit.com: contact us to cancel your subscription that you purchased on fitbit.com
-your app store (Apple App Store or Google Play Store): cancel the subscription in your store of purchase. See help.fitbit.com/articles/en_US/Help_article/2437.htm?highlight=manage

I'll be around if you have further questions. 

[Baribabe]

Thanks @JuanFitbit - correct. I will cancel my current trial tomorrow and hopefully be signed up to the year's trial by the end of the week!

[Baribabe]

Hi @JuanFitbit  I'm hoping you can help me again.

I cancelled my other trial, and it has been well over a week now...but still no offer within the Fitbit app. How can this be fixed, please?

---------------------------

Sorry, cancel that - it has JUST appeared now, after I posted my last message. Weird....but ok, all signed up now 

[JuanFitbit]

Hi @Baribabe , no need to apologize. I'm glad that everything got solved. 
Just for the next time, if you want to add something to a post, you can edit it. You just have to click on the 3 dots on the upper right corner of the message. 

Please don't hesitate to post here again, should you have further questions. 

[geerlingjanice]

I just now canceled my 90 day trial hoping I can enroll in the year offer. Does anyone know if tthis was the correct way to handle this 

[LizzyFitbit]

Hi @geerlingjanice. Welcome! It's great to have you on board.

Thanks for sharing that you've cancelled your Premium trial. That's the correct process and if your Inspire 2 has been set up to your account, you'll be offered to start the 1-year Premium trial soon. Keep an eye to the Fitbit app! In case you want to know more about this service and what to expect from it, check this help article.

I hope you have a great experience with your Inspire 2 and Premium!

[yenttirb]

I am having the same issue. New Inspire 2 with year of free premium. It won’t activate. Please help! 

[SilviaFitbit]

@yenttirb A warm welcome to the Fitbit Community. Thank you for getting in touch about this. 

Keep in mind that the Fitbit Premium subscription will activate as soon as your Fitbit Inspire 2 is set up to your account. Please confirm you have installed the latest Fitbit app version and try again. 

Let me know how it goes. 

[yenttirb]

I updated the app and the Inspire 2 has been added and updated. It still isn’t working...

[SilviaFitbit]

@yenttirb Thank you for getting back.

In this case please let me know what you see when you tap on the Premium tab of your Fitbit app. If you have a screenshot please attach it to your next reply. 

Looking forward to hearing back from you. 

[yenttirb]

I see a blank 2 option dialog box. Nothing happens when I push either button. Is there a way to activate it on the website? 

[KatyaCal]

I got the new inspire and the free premium for a year isn't showing up.

[JonDavidL]

Hi. I just want to clarify what I am reading here.  I have considered adding the Inspire 2 to my Fitbit lineup and the idea of getting a free year of premium would be awesome.  The problem is I have used Fitbit Premium for a month here and there over the last year.  What I want to clarify is that if I purchase the Inspire 2, even with my past usage of Premium, I am still eligible for the free year?  I also use a Versa 2.  Will the Premium be associated with my account and will I have Premium showing for both devices or only when I use the Inspire 2?  Thanks!

[SilviaFitbit]

@yenttirb Thank you for getting back. In this case, I've shared your post with our Support team and someone will contact you as soon as possible. 

@KatyaCal Welcome to the Fitbit Community. It's great to hear that you purchased the new Inspire 2. In order to provide you with the correct troubleshooting please let me know what you get when you tap on the Premium tab. Take into consideration that your tracker needs to be set up in order to activate your trial. 

@JonDavidL Hi there. I'll be happy to clarify your inquiry. With the purchase of your Fitbit Inspire 2, you'll be able to activate 1 year of Fitbit Premium trial even though you have subscribed to a trial before.

The Fitbit Premium will be applied to your Fitbit account, keep in mind that you can't connect multiple devices that use the Fitbit App Gallery to one account. For Fitbit Charge 3, Fitbit Charge 4, Fitbit Ionic, Fitbit Inspire series, Fitbit Sense, and Fitbit Versa series, only connect one of these devices to your account at a time. Learn more about it by checking this article: Can I use more than one Fitbit device with the same account? 

Let me know how it goes.