AMEX will not add to wallet.

[Bart2244]

I can’t add an American Express card to the Google wallet on charge six. I added a visa with no problem but when I try and add American Express, it says an unknown error has occurred. This occurs after it says it’s contacting the bank.

[jcalvert]

I’m a super frustrated Fitbit customer.  I have had my AMEX successfully loaded to my Charge 3SE, Charge 4, Charge 5 … but not Charge 6.  After the last iOS Fitbit app update, I could finally see my AMEX card in my Google Wallet (it is there, because AMEX is supported), but I cannot add it to my Charge 6.  “Contacting your bank…”. Then “Something went wrong … An unexpected error occurred, please try again later”

I called AMEX and opened a ticket with their tech support team.  But nope … super frustrating.

[RobbyDock]

I hope this gets fixed; it's extremely disappointing. My ancient Galaxy Watch Active 2 supports Amex for payments in the UK. A device released this year shouldn't have any issues and yet its the only card not supported on my fitbit for contactless payments despite already being in my Google wallet for online purchase.

[dr.steveb]

This is still a problem, and I see lots of folks bringing it up but no solutions. Has anyone figured out how to fix it? Called my bank and they say that its a "device issue" and not a bank issue.

[RobbyDock]

You can't do anything. It's up to fitbit/google to work with American Express to support it on their devices. Currently they do not and based on their lack of care on the other feature suggestions made by users I wouldn't hold your breath. I actually returned my Charge 6 in the end partly over this.

[Flyairth]

I suspect AmEx has not figured out they need to get on this list, even though they are already on this list. When I spoke to AmEx, they also insisted that the service is called Google Pay (not Wallet) and I have to use the Google Pay app. It's a mess.

[Bertetti]

Same problem.  New Charge 6, and can't get my Amex card (which I've been using on my Charge 4 for 4 years) to load.  Same issue that others have been having...contacts the bank and says there was an error.  What really torques me is that the rep I spoke to at Google said that if I hadn't done what the setup instructions said (i.e. if I had stuck with my "Fitbit account" rather than converting it to a Google account), then I would have still been able to load the card.  So by following their directions, I can no longer do what I used to be able to do.  And, once the account is switched to Google, it can't be switched back. That's ridiculous.  I hope that someone on their product team is monitoring this chat and gets this resolved soon.

[jcalvert]

---

@Bertetti wrote:

I hope that someone on their product team is monitoring this chat and gets this resolved soon.

---

When I spoke with AMEX support and opened a case with their technical support team, I asked if anyone is had called with similar issue(s).  The answer was no (will take that a face value).  While I am sure we will not see a response from the FitBit team acknowledging this issue, it may help if more people take time to call AMEX.  If AMEX isn’t on the correct list as someone above stated, maybe this will prompt a reaction.  If that isn’t the problem, maybe AMEX will contact FitBit.

[9422]

Sooooo frustrating trying to deal with Fitbit on this issue for past several months.  Their customer service is the worst - bar none.  

[danib62]

Still no Amex support for Google Wallet on Fitbit devices. What the heck is Google doing?

[9422]

I've been in contact with AmEx trouble shooting department the past couple days.  Definitely a Fitbit problem, but AmEx is now actively working with Fitbit trying resolve.  AmEx has contacted me a couple times asking for screen shots of error messages from my iPhone and from my Android tablet.  Hoping AmEx can get better response from Fitbit than all the above customer complaints.  Fitbit/Google support is the worst.

[jcalvert]

Thanks for the response.  AMEX did open a case for me and while I supplied images of the flow and errors, they never contacted me for a follow up.  Please keep us updated.  Fingers crossed that they can help …

[LZeeW]

@Flyairth  @Bertetti  @jcalvert  @9422  @danib62   I tagged you because you added the most recent responses.  Google Wallet for Fitbit is different from Google Pay on your phone.  As @Flyairth pointed out AMEX isn't on the Google Wallet for Fitbit list.  Google Wallet for Fitbit isn't mentioned on this AMEX page -- see digital wallets.  A bank must make a new financial investment to create the virtual card system to support Google Wallet for Fitbit.  Please confirm with your AMEX support that you are trying to add a card to Google Wallet for Fitbit.

[Dcraft01]

This is still an issue. I have attempted to add my AMEX multiple times and it still won’t allow it. When will this get fixed?

[DramaQueenDiva]

I recently had a similar issue with my Discover card.  As it turns out, I had to remove some of the pairings I had for wearables that the card was loaded onto for contactless payments.  Is it possible that AmEx has the same setting for your account?

Another thought: when I initially had issues pairing my Discover card for contactless payments, there was an option in my Discover app that I didn't have checked off for being able to use contactless payments.  Did you check that for AmEx?

[dr.steveb]

Replying here to try to keep this thread alive. The AmEx works directly from my phone, but not the FitBit. So, I believe that it is a FitBit issue and not something to do with my account.

[9422]

Ditto. AmEx tells me that there is no problem at their end. Frustrating
part is not being able to get a response from Fitbit.

[Dcraft01]

Agreed. I also use my AMEX on my iphone with no issues. It is only when I
try to add it to my fitbit so that I can use the fitbit to pay instead of
my phone that doesn't work.

[danib62]

It’s a miracle! I just added my Amex Everyday card to my Charge 6! What a technological marvel in 2024!

 

[Dcraft01]

I just read this post and guess what??? Mine finally works as well! Yipee!

[9422]

WOW! *THANKS FOR UPDATE*. Just accepted on my Charge 5. Fingers crossed
it will work when I try using.