Fitbit Ace Lte NFC payment

[y7ya]

I got Fitbit Ace Lte for my kid's graduation. He was so excited that it supports Google Pay/NFC payment. I was able to setup the GreenLight account successfully and added it to his watch. However, each time he tries paying through his watch from the wallet app, the register says card read error. It never worked since we got the watch. On the other hand, when trying to purchase with the GreenLight physical debit card, it works just fine. I tried restarting the watch, removing and adding the payment method, but didn't work. I reached out to GreenLight they said they couldn't see anything wrong from their end as the card is actually working fine. I reached out to Google Tech support and did all the troubleshooting steps they asked me to do but again, never worked. Has been 3 days since I last heard from them. Now I have 3 days left if I wanted to return the watch to Amazon for refund. Did anyone experience something like that or have any idea what to do in this case.

[RiekoC]

Hello @y7ya 

When you contacted Google Tech support, did you use the Ace LTE Support link (<-- click)? As I understand it, there is a Support team who is more familiar with the Ace LTE product & features than the regular Google Tech support team. 

[y7ya]

Thanks for your reply! Yes! I actually reached out to the Fitbit Ace Lte Tech support team. A quick update, I iust called them today as I didn't hear back from them for almost a week now, they just advised I should return the watch to Amazon for refund. And that they are not responsible for replacing the watch. I have no idea if that should be a good customer service or not.

[RiekoC]

Hello @y7ya 

Sorry to hear that Ace support told you that they aren't responsible for replacing the watch & to return it to Amazon. I know there has been warranty issues with Fitbit devices that were purchased from Amazon, even though Amazon was listed as an authorized seller. This is typically due to 3rd parties that sell Fitbit devices through Amazon, but the devices aren't covered under warranty since the 3rd party isn't an authorized seller. 

I've reached out to the team about your issue. They would like to confirm that:

• The Card Read error shows at the payment terminal display
• The payment terminal accepts tap payments. In other words, your son can use his debit card at the same payment terminal by tapping
• This has happened at various payment terminals, it's not limited to a specific store/place

[y7ya]

Thanks again for your reply! That was way faster than the Technical support team's response! Really appreciate all you do! 

- Yes! The card read errory is showing at the Terminal display. The watch screen is showing nothing but the GreenLight card from the Wallet App.

- The payment terminal is accepting all other available payment methods but not my son's watch. I tried Google Pay from my phone (with different cards), Google Pay from my watch, and the GreenLight debit card itself, and they all worked fine. And this is why GreenLight told me they couldn't find an issue at their end as long as the card is working.

- And yes! It happened at many different payment terminals not only one or two or even three. I wish there's a way to send you the error message that I see on the payment terminal so you can see ut yourself.

Thanks again!

[RiekoC]

Thank you @y7ya 

I shared the information with a member of the team.

I also let them know that Ace Support told you that, since you purchased the device from Amazon, that they aren't responsible for replacing it. Is today (17 Jul) the last day that you can initiate a return? 

Can you please share the case ID number from Ace Support so the team can look up the case info? 

[y7ya · Accepted solution]

Thanks so much for your follow-up!

Surprisingly, it finally worked today 👍🏻

How it worked:

1- Reset the watch and start all over again

2- Add the payment card to the wallet

3- ( Which no one told us about at the beginning ) I had to call GreenLight and ask them to verify my information and add the payment card to MY google wallet. Then I received an email that the card was added to my Google Pay wallet in my phone ( I know it may sound like non-sense ) But then I added the card to my kid's watch again. And it finally worked

You can't imagine how happy he is now that he finally saw it actually working and being able to pay for his own stuff now 😄 

The reasone why I'm sharing how it worked, is that maybe someone would try the same steps if they faced the same issues. And also, maybe someone from Fitbit Ace Lte Tech support team add this to their troubleshooting steps.

Thanks again! I think we're keeping it for now 🙏🏻 😄 

[RiekoC]

Hello @y7ya 

Thank you so much for letting us know that you got it to work and the steps that you took. I will share this with the team. 

I'm glad that you got it sorted out and your son is happy with his Ace LTE.  😁

[y7ya]

And thank you so much for your support, and follow-up! 

[JennR44]

I also have issues with Greenlight/Google Wallet on my child's Fitbit Ace LTE. 60% of the time he tries to access the card, he gets a green spinning circle and is not able to use the card. I think it needs a *very* strong LTE connection in order to work. When it works, it's great! But when it doesn't work, he's embarrassed and frazzled. I wish it worked better.

[RiekoC]

Hello @JennR44 

Please submit this using the Feedback option in the Ace LTE app

• Tap your picture in the upper right of the Ace app
• Tap Feedback in the menu that opens
• Complete the prompts and submit

The feedback reports are received by the team for review. 

When you submit your feedback, please include the details of where you live along with information of which stores/places your son has trouble using his card.