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Premium trial

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‎06-12-2021 19:41

‎06-12-2021 19:41

I ordered one through fitbit and they activated my premium trial the day I ordered... But I don't have a fitbit yet! What about those who ordered in April and won't get it until June/July?? 

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4 REPLIES 4

‎06-13-2021 09:14

‎06-13-2021 09:14

This is definitely not right. Please contact Fitbit Support. 

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‎06-13-2021 12:14

‎06-13-2021 12:14

The same thing happened to me. I emailed and asked if I could wait, but they didn’t seem to understand what I was asking. Here we are, waiting indefinitely for this pre order…..

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‎06-14-2021 09:26

‎06-14-2021 09:26

I posted this in another thread, but I'm going to re-share it here for people to see: If you have an existing fitbit account any free trials start at the moment of purchase. However, if you don't have a fitbit account (or didn't place your order using your account) and set one up while activating a new device, your trial will start at the moment of activation. For example, if I gift someone a fitbit when they activate it they'll get the option to start a premium trial if they weren't already a premium user.

I recently had to go through this when I bought my mom a Sense. Because neither of us had Premium, and I was purchasing it through my fitbit account, we both ended up with Premium trials. I think they set up all the devices to re-offer the trial activation at set-up, so people buying at different retail locations (such as Best Buy) wouldn't miss out on the trials--but it only works if you don't already have premium, and ordering directly through fitbit prompts the premium trial to start automatically.

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‎06-14-2021 09:32

In response to SometimesLucy

‎06-14-2021 09:32

It might be better to call. I haven't tried calling, but I've seen people claim it's easier to get help. I've noticed that on the chat and email the support techs aren't fully fluent in English and instead are reading through prompts, so anything that is more nuanced or not covered by the prompts they were given is hard to get help for.

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