Cannot set up Wallet Charge 5

[jackwads]

This is a brand new Charge 5 and I am in the UK.

When I press Wallet from the app, and then Get Started I get the following error:

Error Registering Charge 5 with Fitbit Pay Wallet

If I press Device Lock from the app I get the same error.

I have tried:

• Restarting the app
• Turning Bluetooth on and off
• Un-pairing the tracker from my phone and re-pairing
• Restarting the tracker

I contacted support and they emailed me with useless instructions and then stopped replying to me.

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @jackwads. 

Thank you for sharing all these details about the inconvenience you've been having with your Charge 5 and for confirming that you already tried a few troubleshooting steps. 

It seems that you already tried all the basic steps that would help to resolve this problem. I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've provided you with some extra information about this.

Keep in mind that it can take some time to receive a response and they need to make sure that all troubleshooting steps have been exhausted, but I do recommend that you continue the communication with them. 

See you around. 

[jackwads]

Hi Davide, thanks for the reply.

Support have provided me no information whatsoever. The only thing I had back from them were instructions on how to set it up. I know how to set it up, but it doesn't work, that was the whole point in me contacting support.

I've also had no questions or anything like that from them. I've just been told to wait an indefinite amount of time.

I'm contemplating returning the tracker at this point.

[DavideFitbit]

@jackwads Thank you for taking the time to share your feedback and comments about this. 

Since you already tried all the basic troubleshooting steps shared in the forums and in help articles, I recommend that you continue the communication with the Support team so they can let you know how to proceed or if there are any options available for you. You can let them know of the steps that you already tried so they can provide you with the next steps. 

Thanks again for all the information provided; our team is constantly working to improve the quality of products and services and your feedback is a big part of that process. 

[jackwads]

I appreciate you trying to help and understand it is not your fault.

But the support team are ignoring me. They have been no help at all. I haven't heard from them since the 10th May. I've sent multiple emails chasing them. We're approaching 3 weeks since I heard anything.

What am I supposed to do? Just wait for an indefinite amount of time until a feature that I bought the Fitbit for actually works? How do I know this is ever going to get resolved when NOBODY can tell me anything (I appreciate you are trying Davide). This is the first Fitbit I bought and am absolutely regretting my purchase, both considering the device and support. 

[DavideFitbit]

@jackwads Thank you for sharing this information. I understand your frustration and I'm sorry to see that it's not been possible to resolve the problem. 

It seems the Customer Support team sent you a reply with some clarification about this, could you please double check on your inbox or your spam folder to confirm if you received it? I've also sent your information to them again so they can send you a new response. Please keep an eye on your inbox. 

I'll be around. 

[jackwads]

Last interaction was me asking them for an update on 24th May. Nothing since.

[DavideFitbit]

@jackwads Thank you for sharing this update. 

It may take a big longer to receive a response via e-mail. For a faster response, I recommend that you chat with them or call them directly so you can get more clarification about this issue. You can click here to get connected. 

I'll be around.