"90 day" free trial only lasts 30 days

[Karl260]

Due to COVID-19 I have recieved emails from Fitbit offering a 90 day free trial of the Fitbit premium and coach features.

Both times the trial ended after only 30 days. I then no longer had access to premium features without being prompted to spend more money. 

Very disappointing, especially because their phone help lines no longer seem to be available. 

Does anyone have any suggestions?

[SilviaFitbit · Accepted solution]

@Karl260 Welcome back to the Community. Thanks for getting in touch about this. 

Your feedback is appreciated, I see where you're coming from. 

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.

Our channels of communication are still open but there might be some delay due to the recent events affecting our operations. Find more information about it in this page. 

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

[FirstFlex]

Even prior subscribers are affected by Covid-19. I think it is a poor marketing decision to not include everyone who needs premium and may not be in a position to pay for it right now. I used the trial b4 so I’m one of those that is not eligible for the 90-day trial. It was misleading to advertise to me. If you already know I’m not eligible, then don’t solicit me. It’s not fair and I’m extremely disappointed.

[SilviaFitbit]

@FirstFlex A warm welcome to the Community. Thank you for taking the time to share your feedback about the 90-day Free trial. 

Your feedback is truly appreciated and this helps us to continue improving our services offered. You could take advantage of the 40 pieces of Fitbit Premium content free in the app. Tap the Discover tab to get started, learn more about it in here. 

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

[FirstFlex]

I will try... but I thought I had more time to explore. It doesn’t tell you when you sign up that you only get 30 days instead of 90. I’m sorry you consider it so trivial. Perhaps if I knew the time constraints I would have taken better advantage sooner. It’s just disappointing that you don’t take better care in targeting the advertising to eligible users or do better at telling a user they are ineligible for the extended period when they sign up. Disappointing cuz I know you can... it’s just writing code. I truly hope you find the customer/user feedback valuable. I’d like to think I’m valuable otherwise I’ll think of Fitbit what it thinks of me.

Michelle

[SilviaFitbit]

@FirstFlex Thank you for getting back.

I truly appreciate your comments and be sure that they haven't been unnoticed, sorry you feel this way. The 90-day trial doesn't last 30 days. The reason why this lasted 30 days for you, could be because you already tried a trial before. 

Don't hesitate to get back if you have any additional questions. 

[Annespondon]

I recently took advantage of the 3 month  ‘covid’ free trial of Fitbit premium, which has now expired.

I recently purchased a Fitbit 4, and understand that comes with a three month trial.  How do I take advantage of that?

[SilviaFitbit]

@Annespondon Welcome back to the Community. Thanks for letting me know that you subscribed to the 90-day Free trial. 

The free trial for Fitbit Premium that comes with Charge 4 trackers 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. 

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