Google wallet doesn't work

[NikkiH84]

Just got a new charge 6 but I cant set up google wallet.  It gets to the contacting bank stage and i get "unexpected error try again later". 

I've already checked and my bank and card are both supported (HSBC UK - fitbit support also confirmed this).  I've raised a ticket but I don't think they will be able to help.

I've tried using a different device.  Everything is up to date.  I've deleted and added cards and restarted my device and apps.

I know others have had the same problem - has anyone found a work around?  

[DramaQueenDiva]

Unfortunately, there is no work around that I know of, but can you please verify that the Charge 6, your phone, and your Fitbit app are all updated?  Also, are you running on iOS or Android?

Beyond, that, for now, let's start with clearing the app cache.  For Android, all you have to do is hold down the Fitbit icon, select "App Info", then "Storage".  After that, find "Clear Cache" and see what happens.

I don't know how to clear the app cache for Apple since I'm running Android 14.

[NikkiH84]

Thanks for your reply.  I'm on android.  I cleared the cache and tried again but still the same error message.  I've spoken to my back to and there is no reason their end for it not to work either.

[DramaQueenDiva]

Do you have Google Wallet set up on your phone? 

Did you check the Google site to see if you're in a supported country?

[NikkiH84]

Yeah it's set up on my phone.  I'm in the UK and my bank and card are supported.  I've spoken to my bank and there is no reason their end it shouldn't work and also fitbit have no idea why it's not working either!

[DramaQueenDiva]

I'm having a similar issue, I'll let you know what I find out.

[Rich_Laue]

I would think that your bank well have a record of the failed attempt. At least if the request made it to the bank. 

[NikkiH84]

I don't think it's even getting as far as making contact with the bank as they can't see anything their end.  

[Bean72]

I'm glad I'm not the only one. Just got Charge 6, getting an error when adding my card, appears to hang at the point where it contacts the issuing bank and processes the response. Keeps telling me to contact the card issuer. One thing I'm not clear of, is Fitbit has announced a few times recently that my bank is supported (CIBC) (CIBC banking (Canadian Imperial Bank of Commerce) - Page 7 - Fitbit Community), but it is not in the official supported list for Fitbit's Google Wallet. So I don't know if the problem is lack of support for my card, or if there is an actual problem

[Rich_Laue]

Yes @Bean72 your bank worked with Fitbit Pay. However Fitbit Pay is now dead, we now use Google Pay, and not all banks that work with Google Pay on the phone, will work with Google Pay on the Fitbit. 

Is your bank listed on the Supporting lost. 

Your link points to the now dead Fitbit Pay. 

[Bean72]

Hi @Rich_Laue, the thread in the link I posted earlier is talking about Google Wallet, not Fitbit Pay. A quote from @LizzyFitbit : "We’re happy to let you know that CIBC bank (Canadian Imperial Bank of Commerce) is available on Google Wallet for Fitbit. You can find out more about Google Wallet for Fitbit by visiting our blog post ."

Why was my reply marked as the best answer? I just stated a 'me too' response, not even totally sure if it's related to what @NikkiH84  was describing or not

[JustmeIguess]

I have the same issue ! so sad.. the only reason I went for the fitbit and not the Garmin is the Google wallet 😞 where is support ??? 

[DramaQueenDiva]

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@JustmeIguess wrote:

I have the same issue ! so sad.. the only reason I went for the fitbit and not the Garmin is the Google wallet 😞 where is support ??? 

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We're going to need more information from you.  Without revealing personal information/PII, please tell us more about the country you reside in and the credit card issuer.  Not every credit card company or country is supported by Google Wallet.

Also, we need more information about the specifications on your phone.  Are you on Apple or Android and which version of the OS are you running?  Are there any firmware updates to be installed on either your phone or your device?  Also, are all apps updated on your phone and device?

When you try to add your credit card, do you get any error messages on your screen?  Screenshots are most helpful here so that we can see what you see.

[JustmeIguess]

Hi, 

I am in the UK,  TSB visa debit (works with Google Wallet). I updated both the phone (samsung a12 android) and fitbit to latest versions.  When I try to add the card it says "contacting bank"... but then it says 'somthing went wrong try again later' (I have been 'trying again later' for almost 24 hours ...). Please help me resolve this -- Thank you!  (but from what I have been reading this seems to be a common issue ? ... unresolvable? ... : ( )

[DramaQueenDiva]

I actually have a Visa card on my account, so I don't think that's the issue. I also know from having to look at the Supported Countries list so many times that the UK is definitely on there, so I don't think the issue is there either.  I did check the Supported Banks list as well and TSB is on there.

Have you called your bank?  What did they say?

[JustmeIguess]

I spoke to Fitbit support (over chat) , we tried reinstalling the app + hard factory rest of the fitbit ... did not work 'we will escalte and get back to you maybe' ... they didnt get back to me... I called the bank - they cant see any issue on their side (but it sounds like they have no clue what im talking about). so sad - and why is there no tfit bit support forum? why are so  many people having this issue and its not resolved. very dissapointed. 

[DramaQueenDiva]

Fitbit does have a support forum....you're on it.

TSB and the UK are both supported.  I remember you said you have a Visa card, is it credit or debit?  I see that the Visa debit cards from that bank are supported but not the credit cards.

I'm from the US, my Visa (credit card) is supported, maybe that's the issue.

[JustmeIguess]

Google's response to my issue was incredibly frustrating. They simply stated they were "working on it" without offering any specific timeline or next steps. No follow-up was offered, and no refund or other form of compensation was suggested. This lack of customer service is embarrassing for a company of Google's stature.