Charge 5 - Google pay sometimes works and sometimes it doesn't

[Yve_ke]

My Fitbit charge5, when I go to pay using my Fitbit, used to work all the time. In the last 6 months, it sometimes works but other times I get a black screen and I am frozen out. To reset the black screen I need to go home and get my charge cable and then the freeze stops. Any ideas? I love using my watch to pay and this is very frustrating.

Moderator edit: updated subject for clarity

[HorareyFitbit]

Hi @Yve_ke , is nice to have you again around our Community!

Thanks for sharing with me your situation regarding your difficulties to use the payment option on your Charge  device, let me recommend you this following article in the one you can find steps andrecommendations to improve your situation. ¨What should I know about using my Fitbit device to make contactless payments?¨

I also recommend you to confirm that your device is in the newest version which is very important, you can do it by following these steps:

Before you start, make sure your Fitbit is charged and that you have the latest version of the Fitbit app on your phone or tablet. Here are some things to know:

• If you update your Fitbit device right as the day changes (at midnight), your step count might be wrong for a day.
• Updates may take more than one hour to complete.
• To keep the update loading, keep the Fitbit app running.

To update your Fitbit device:

1. Open the Fitbit app with your Fitbit nearby.
2. Tap the Today tab > Devices  > your Fitbit device.
3. Tap Update.
   • Tip: This is only available when there's an update available.
4. Follow the directions on the screen and keep your Fitbit close to your phone, tablet, or computer. After you start the update, a progress bar appears on your device and in the Fitbit app until the update is complete.

[Yve_ke]

I have the latest device and I have reset my device.

So my fitbit does not decline as such it just goes black. Is this a known
issue? It has only done this for 6 months. I had no trouble with Google pay
before that. I then cannot get out of the black screen until I get home and
have access to the cable.

[HorareyFitbit]

Hi again, thanks for sharing me those extra details about your payment situation!

My best recommendation for your specific case is to contact our Support team, since they have more tools than us to handle this case, you can contact them by clicking on the following link, there you can describe your situation and they are gonna give you some recommended articles and after that you will be able to choose how you want to contact our Support team. Support.

[Yve_ke]

Can you send me a link? I clicked support and then I get to relevant
message trail which is says is now closed. But how do I ask a new
question?? Or get new support? I only seem to see previous messages.

[HorareyFitbit]

Hi again, I was able to confirm that you already were able to contact our Support team and I recommend you to keep in touch with them for further help.

[Yve_ke]

Hi Fitbit Charge 6

So to fix the problem so far I:
1. Attached the charging cable, pressed the button 3 times to reset the
Fitbit
2. Downloaded the latest software for the App

I went shopping yesterday. The first time I shopped the Fitbit Google pay
worked!

Then I went to a different shop to buy something else and this time it
didn’t. Again I got a reject noise from the shop’s machine, my Fitbit on my
wrist went black and was unresponsive. I had to pay using my credit card.

So problem is still there but not all the time. What is frustrating is that
I can’t even see the time on my Fitbit. I cannot remove the black screen
and have to wait till I am home and have the cable to get the display back.

Yve

[HorareyFitbit]

Thanks for sharing the steps you already tried, as recommended before I suggest you to share them direct to our Support team since they have specific tools that can go deeper into looking for options to improve your situation. In case I share with you the form to contact them again. Support team.