Billing and Technical Questions | WW Canada
Billing and Technical Questions
Billing and Payment
When is my next billing date?
A summary of your account can be found in Profile Settings. This is where you will find your next billing date and the amount due. Please be aware that you will continue to be billed each month until you contact us to cancel.
Payments for Meetings + Online (Monthly Pass) will automatically be deducted until you contact us to cancel.
Click the Profile icon at the top of the My Day dashboard. Scroll down to Settings, then click on Account. For your protection, you must log in again to access your Settings because it contains personal information associated with your account.
Click the account status link in the payment and account type box.
You will find a detailed profile of your subscription status with weightwatchers.ca towards the bottom of the page.
Weight Watchers Online and Meetings subscribers may change their payment plan for the next payment period at any time before the next billing date. You will be required to manually change your price plan after each billing if you want to maintain a 3-month billing cycle.
When I signed up I chose the 3-month billing cycle; why was I charged for one month?
Our billing model requires you to manually change your payment plan after each billing if you want to maintain a 3-month billing cycle. As a result, if you do not change your payment plan to the 3-month pre-pay option prior to your next billing date it will automatically default to the monthly billing cycle.
The billing message on the page where you select your payment plan during sign up reads: "For your convenience, your subscription will be automatically renewed at the end of your payment plan at the standard monthly rate until you notify us."
Will my account be automatically billed?
A subscription to our site is much like other sites, in that your subscription will automatically be renewed and billed each month until you contact us to cancel.
How do I reactivate my subscription?
The only way to reactivate your subscription is to sign up again. This time, your username/password can be used within the Sign Up flow. Once you've selected a product and concluded Sign Up, just click "Take me back to login."
Cancelling your subscription
We’ll be really sorry to see you go, but if you’d like to cancel your subscription, you can do it here online, and it will be processed right away. This is the easiest and fastest way to cancel.
When I enter my access code I am told it is invalid or does not exist.
If your code is coming back as invalid during sign-up:
- Please make sure you are entering the code in the correct boxes and that you are not including any additional characters, spaces, hyphens, etc.
- The code may have already been used. Once an access code is used it cannot be used again.
- You are trying to use a free trial access code for a subscription that has already received a free trial. Only new subscribers are eligible to receive a free trial.
- You are on the wrong sign up page.
Meetings + Online (Monthly Pass)
Directly above the boxes where you enter the code it should read, “Weight Watchers Access Code.” If it does not say this you are in the wrong place.
If none of the reasons above apply to you, please contact us and provide the code you are using so that we may test it.
I've been given login information, but I keep being asked to log in again.
When you choose the "Remember me on this computer" option during the log in process, you agree to have your user name and password stored on your computer so that you can be automatically logged in each time you access the site. When you click the "I agree" button, the Automatic Login feature is enabled. Choosing to log out turns off our automated login functionality, and we will no longer remember your user name and password on your computer. The next time you visit our site, you will be required to enter your username and password again.
Can I switch my payment plan to Meetings + Online without losing money?
Yes! To switch:
1. Log in to your account.
2. Click on the Profile icon on the upper right hand corner of the My Day Dashboard. Select Settings then click Profile.
3. Click Account Status. Select "Switch payment plan to Monthly Pass."
If you purchased Meetings + Online in your Meeting, use the access code from your Starter Voucher to complete the switch online. You'll receive a refund for the current month (and any future ones) of your existing account. You'll also get a confirmation email. There may be a one-week delay before you see your refund appear on your account.
I get an error message when trying to switch to Meetings + Online.
If you received an error when trying to switch to Meetings + Online, check to see that your billing information is accurate and up-to-date. It is possible that the error is due to an expired expiration date in your profile. To update billing information:
Click the Profile icon at the top of the My Day dashboard, then click Settings. Then click Profile> Profile Settings (You will be asked to log in for security purposes.)
Click Contact and billing information in the My Account box (your billing information will be listed towards the bottom of the page.)
After you update your information click "Submit."
Review your details to make sure they're correct and click "Save."
After you have updated your billing information you should be able to switch without a problem.
I forgot my password/username.
If you click on the "I forgot my username" link in the login box, it will ask you for your username. Once you supply it, a password reset email will be sent to you from firstname.lastname@example.org. You can use this link to reset your password. If you don't know your username, you can click on the forgotten username link on the login page to retrieve it. The only thing you'll need is the address associated with your account. Once you enter this, your username will be emailed to you.
How can I edit or view my account and plan information?
Click the Profile link located at the top right corner of the My Day dashboard. Scroll down to Settings, then click on Profile, then Profile Settings. You will be asked to log in again for security purposes.
Once you have accessed the profile page, select from the options provided to begin editing your account and plan information. Be sure to save your changes or they will not take effect.
I can't log in
Make sure you're using the correct username/password combo and that there are no spaces before and after your username and password in the entry fields. If that doesn't work, clear your cookies.
Why are the pages on the site loading slowly?
Loading speed is based on internet connection, browser configuration, and server issues. Our website does not control loading speed. If you have more than one computer and are connected through a router make sure that you have the most up-to-date driver for the router that you are using. If you or someone with access to the same computer downloads from the internet, (MP3s, videos, etc) this can also be a factor in increasing load times.
My Day dashboard
How do I track my food or activity?
You can track by using Search. This is the rectangular box up at the top of the My Day screen. You can search for any food or activity, and then track it, either using Quick Add or the Calculator.
Where is the calculator?
To calculate SmartPoints values, go to My Day > Quick Add > Calculator to enter the required nutrients (calories, saturated fat, sugar and protein). These numbers appear on the nutritional information label of most packaged foods. Add the serving size (or your best guess) and name the food. Select Create and Track.
I want to create recipes. How do I do that?
In the My Foods/Recipe section, you can create a recipe or edit an existing recipe (even a Weight Watchers recipe). The Recipe Builder allows you to select your cooking time, prep time, instructions and ingredients.
How do I swap FitPoints™ for SmartPoints™ values?
We find that most members don’t want or need to swap FitPoints for food, but if you find that you need to swap, go to Settings > Food > Swapping and choose how you want to swap. Your weekly SmartPoints values earned will reset to zero on your weight-tracking day.
How do I change my weight settings?
Go to Settings > Weight to edit your weight settings (such as starting weight and weight goal).
How do I see how many SmartPoints values I have left?
Your daily SmartPoints Target will appear in the blue circle under My Day. Beneath that, in the My Activity section, you’ll see how many FitPoints you’ve earned for the day.
What if I have a questions or want to give feedback?
We'd love to hear from you! You can reach out to us any time via 24/7 Expert Chat or use the "Feedback" button located at the top of the My Day dashboard.
How do I switch my tracking technique to Simply Filling?
If you don't want to track all your food, you can switch modes in My Day to follow Simply Filling. This option is in Settings (the icon in the upper right corner of the My Day dashboard). With Simply Filling, you'll only track foods not on the Simply Filling list. When you eat off the list, you'll track it using your weekly SmartPoints™ values.
How do I connect or disconnect from a wireless scale?
You can connect or disconnect to wireless scales by going to Settings > Weight and selecting your scale.
How do I connect or disconnect my activity tracking devices?
You can connect or disconnect your device by clicking on the Profile icon in the upper right hand corner of the My Day dashboard. Scroll down to Settings > Activity.
If I'm having trouble with my activity-monitoring device or app, what do I do?
If it's a technical question, please call your device's manufacturer.