Pre-ordered the Sense but order wasn't placed

[dmanley]

I've already contacted Fitbit Support about this, but wanted to see if anyone else had this issue.

I'm in Canada and pre-ordered the Sense this morning via the Canadian Fitbit site.  Everything went well, selected the 1-day shipping, filled in all data (address, payment, etc), prices were listed in Canadian $, and submitted the order.  I then noticed my order confirmation details were in US $ with 5-7 day shipping. So....I contacted support.

They have no record of my order.  No record of the confirmation number.  No orders using my email address, name, street address....nothing.

The suggestion was to redo the order.....which I have not (and will not until we find out what happened).

Has this happened to anyone else??

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @dmanley. Welcome to the Community Forums.

Thanks for sharing detailed information about your order and I'm sorry for this inconvenience. I understand your concern about your order not being found with your details. This isn't the experience that we want you go have when placing an order for the Sense and I've forwarded your post to our Support team so they can further investigate and bring a solution for you. Be sure that your case is in good hands.

[dmanley]

Thanks 🙂

I get that the internet sometimes doesn't cooperate and things are lost into the ether....but before re-doing the preorder I want to make sure there's no phantom order that'll end up on my credit card but not ship.

[LizzyFitbit]

Hi @dmanley. I hope you're doing well.

You're welcome and thanks to you for reporting this situation with your order. I totally get your point of view and I'm sure our team will look into this and provide you with more details about this so you can be all set to pre-order your Fitbit Sense . If if there's anything else I can do for you, please keep me posted!

See you around. 

[mrspopcorndaisy]

Hi!

I thought I pre ordered too Versa 3, i did it 3 times and after paying, it didn't give me any order number or anything. i was charged £10 p each time I tried to pay to do the google check card. but no email nothing. how will i know if they will send it or not? should i try to order again?

please advise what kind of message should we be getting after purchasing it. as I know you won't charge until shipped, but how do I make sure if the order went through? 

thank you

[xchatter]

Hi @mrspopcorndaisy ,

If you were charged very small amount each time 0.10£ or something it means that the payment system tried to verify your card. Those small amounts are usually canceled afterwards. I am guessing that you probably got an error message on the Fitbit website that the card wasn't verified when you clicked pay.

The Fitbit online store seems a bit broken to me. I tried with 2 different cards from two different banks issued in two different countries and it didn't work. I wasn't able to complete the pre-order. The only way I was able to do my pre-order was through the PayPal option.

I hope this helps. 🙂

[mrspopcorndaisy]

Hi

Thank you for your message. that's exactly what happened! and I just put my pre order through Pay pal and immediately went through and got the confirmation email as well. 

so I guess pay pal is better!

Thank you for your help! can't wait for my first fit bit! ‌‌👏

Moderator Edit: Formatting

[xchatter]

You are very welcome.

I'm glad I could help. 😉

[LizzyFitbit]

Hi @mrspopcorndaisy, welcome on board. @xchatter, it's great to see you around and thanks for your great help. I'm sure your post will help other members.

@mrspopcorndaisy, thanks for your questions and your efforts while trying to pre-order our newest Fitbit devices. I'm sorry for the difficulties that you and @xchatter had with our website. While this is odd, I'm glad that you were able to complete the process through PayPal. I'm also excited to see you around with these great watches and if you need anything else from me, don't hesitate to let me know.

See you around! 😊

[SusanCR]

I put in all of my order information, including credit card, and the order button is gray. When I try to click on it, I get :prohibited: on top of the gray button. I then checked my card info, which had :white_heavy_check_mark: next to it. There was no indication any of my info was correct or missing. I tried twice. Nothing.

[LizzyFitbit]

Hi there, @SusanCR.

Thanks for the details provided, and I'm sorry you've had issues when purchasing from our website. If you continue having issues with your order, I'd recommend getting in touch with our Support team so they can investigate and help you out. Click here to get connected with them and make sure to select the phone call option. That way, they'll be able to confirm all your details including your card info over the phone.

[SusanCR]

Thanks for the email. I was finally able to get it to work by using Edge
instead of Chrome for my browser.

Thank you.

Susan

Moderator Edit: Personal info removed

[LizzyFitbit]

Hi there, @SusanCR.

You're very welcome, thanks to you for keeping me posted. I'm glad you sorted this out and I'm sure you'll enjoy the experience with your new Fitbit device. Keep up the super stepping! 😎