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?