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

[marienichols71]

@SilviaFitbit this is great news! I purchased my Inspire 2 about 2 months ago. I was somewhat disappointed that the 1 year Premium trial didn't apply to me since I currently use the Premium service. Is there a time limit to when I can activate that 1-year of Premium? I have been awarded 3 months of Premium through my Fitbit community blog submissions and it will be a few months before my current subscription expires. It would be awesome if you could simply extend my subscription for another 12 months. 

[KatyaCal]

Premium is set up. But when I go into subscriptions it says I only have 3 months 

 

[SilviaFitbit]

@marienichols71 It's great to see you in the Fitbit Community. It's great to hear that you purchased your Fitbit Inspire 2. 

In this case please make sure that you cancel your current Fitbit Premium trial. About 1-3 days after your canceled subscription expires, you’ll see an offer in the Fitbit app to begin the trial.  

@KatyaCal Thank you for the screenshot attached. It seems that you subscribed to the 90-day trial and this is why it's showing that it will be cancelled on March. As mentioned above, cancel your subscription and when it expires, you'll receive the option to subscribe to the 1 year trial that comes with the purchase of the Inspire 2. 

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

[BlueberryT]

Hi Silvia,  I cancelled my 3month trial on Saturday but have not been presented with the 1-year free trial yet. Can you help? 

[SilviaFitbit]

@BlueberryT A warm welcome to the Fitbit Community. Thank you for the details mentioned. 

Keep in mind that your 3 month trial has to expire in order to get the offer, after 3 days of the cancellation and expiration you'll see the offer to activate your Premium trial. 

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

[KatyaCal]

Thank you. I'm having the same issue.

[BlueberryT]

Thank you, I will have to wait until Jan. 2nd then, when it expires. Got it 🙂

[TexasVoyager]

@JuanFitbit  - It has been over a month and there is still no resolution to this issue.

[TexasVoyager]

No, it has not been resolved sadly.

[JuanFitbit]

Hi @KatyaCal , do you have a Premium subscription active? OR did you cancel the old one and you still haven't received the banner on the app to activate Premium?

Hello @BlueberryT , than you for keeping us updated. 

Hi @TexasVoyager , thank you for your reply. I've sent you a PM to verify some data. Please reply to it. 

I'll be around if any of you have further questions. 

[JuanFitbit]

Thank you @TexasVoyager  for your reply to the PM. I've updated your case with Support and they will be contacting you very soon. 

Please keep me posted

[KK1960Walks]

Hi Juan, I've never tried Fitbit Premium.  I want to buy an Inspire 2 from a friend that doesn't like it.  If she already activated the 1 year free Premium trial with the Inspire 2, can I get the 1 year trial once I activate the used Inspire 2 on my Fitbit account??

[JuanFitbit]

@KK1960Walks , Nice to see you here. Thank you for sharing your thoughts with us. 

If your friend/first user already activated the Premium subscription with his/her account, you won't be able to use the free offer.

You can get a Premium Subscription at anytime if you wish so. 

Hope this helps. 

[TexasVoyager]

Thanks, @JuanFitbit, but it does not help.  I purchased two Inspire 2 fitness trackers well over a year ago.  Even though a free year of Premium was promised for both, only mine was granted access to Premium as I used my personal account.  My wife's was denied by Fitbit.  As such, I did not renew mine and never will.  If I had purchased these from Best Buy, this failure would not have happened.  By the way, Support never contacted me about this failure.

Moderator Edit: Word Choice.

[YojanaFitbit]

Hi there, @TexasVoyager. Thanks for stopping by in the Community Forums and sharing your feedback.

We‘re taking into consideration your comments and sentiments in regards to our products and services. I really appreciate the time you've spent troubleshooting this. Sorry you feel that way about this interaction and I want you to know that we provide feedback to our team taking in consideration the information you share with us.

Thanks for your understanding. 

[MRCBJR]

Just acquired a new inspire 2 and the same problems still exist. Every contact ends with it will be resolved in 24 hours and not resolved yet. No active previous trial and screen shots provided. Only offer is 30 percent off. This is really discouraging when you support the product but can’t obtain customer service. Hoping someone can help