Can't use Fitbit pay with American Express card on Charge 4

[Edf01]

Has anyone in the US been able to use an Amex card with Charge 4? I have successfully added the card to the wallet, but cannot pay. I get a Declined message. It works fine from my iPhone wallet but not Fitbit. I can use a Bank of America credit card and a Chase debit card, but not Amex. 

Moderator edit: subject for clarity

[Edf01]

Yes. Same experience as mine. Amex works in some locations and not others. Bank of America seemed to have no problem.

I think we should keep posting about this and maybe Fitbit and Amex will work together to fix this flaw.

Sent from my iPhone

[Edf01]

That’s great news!

Sent from my iPhone

[pesephd]

I have a receipt of the declined transaction issued at a self-check-out kiosk of Sprout. I was trying to upload it here, but it said I don't have permission to upload the image.   It may be helpful for the Fitbit team to resolve the issue. What would be the best way to provide this info to Fitbit?

[Rich_Laue]

Yup, I would think discussing it only among the fitbit users may not be the best path. I doubt Amex is reading this thread, and we don't know if the developers are. We have do have a feature request and a link to contact fitbit is found on every page, and doing so may get this issue escalated. 

We do have a few Amex requests. 

I've also moved this non hardware thread to the Apps board, where all fitbit pay users may see. 

[pesephd]

I received the following response from Fibit support. It seems like you have tried this already and did not work...

I am not sure it is worth trying...

I have not heard from Amex yet...

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Thanks again for getting back to us and for providing all that additional information.

Checking our back end tool, it shows that your have a transaction using your Bank of America card. We would like to confirm if the issue is only happening to your Amex card? We also suggest setting up our Charge 4 as a new device.

Go to your account tab
Tap on + Set up a device
Look for your Charge 4 and follow the online prompts to set it up again. It will ask you to replace the current one, please do.

I would also suggest changing your PIN code. 

In the Fitbit app, tap the Today tab  >  your profile picture>your device image.
Tap Device Lock.
Find the option to reset your PIN code.
Note that after you reset your PIN code, you must add your cards to Fitbit Pay as if you were setting it up for the first time.

We look forward to getting you back on track. If you have additional questions about your Fitbit device or services, visit help.fitbit.com.

[Edf01]

I was told by Fitbit-support to send them my Fitbit (just the watch, not straps or anything else). I did that and have been waiting a few weeks. During that time I used my wife's Charge 4. That one had the exact problem as mine, at the same locations. When I finally get mine back I will check that.

Meanwhile, I might try the instructions above. I have done that several times, but I have been using the same PIN so I will give that a try.

[pesephd]

Edf01,

Thanks for your reply. Sorry to hear that you are not able to use your device that long. It is a strange way of dealing with this type of issue. Other tech device companies without retail shops send you a new device with a return shipping label.

I will try the instruction and post here how it goes.

[Rich_Laue]

My only thought is how would changing the pin help. 

[Edf01]

Yes, I understand. But since it is relatively easy to do and could be changed back, it’s worth a try.
I will be pleasantly surprised if it worked.
Ed


Sent from my iPhone

[pesephd]

Good news:

After following the instructions from the Fitbit support with slight modifications, The Fitbit Pay with Amex card worked at 3 stores today. I had tried it at 2 of the 3 stores (Trader Joe's and Sprout Farmers Market) a couple of times before but it had not worked. 

Here are the steps from Fitbit Support:

--------------------------------------------------------------------------

1. -Go to your account tab
2. Tap on + Set up a device
3. Look for your Charge 4 and follow the online prompts to set it up again. It will ask you to replace the current one, please do.

I would also suggest changing your PIN code. 

-In the Fitbit app, tap the Today tab  >  your profile picture>your device image.
-Tap Device Lock.
- Find the option to reset your PIN code.
-Note that after you reset your PIN code, you must add your cards to Fitbit Pay as if you were setting it up for the first time.

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However, I could not find the "reset your PIN" option, instead "Change PIN" was available. 

• I changed the PIN but the cards were not removed after changing the PIN.
• So I removed the AMEX card and added it back.
• Also, I kept the Amex card secondary while the Visa is the default. (I didn't delete Visa)
• And synced the device and used it at the stores.

Thank you again for your help, Edf01. I hope this works for you as well.

[Edf01]

Great news. You inspired me to try it on my wife's charge 4. Success!!  Worked at Whole Foods and Trader Joe's.

I noticed that there was an update to version 48.20001.100.43. After the update, I removed and reload the AMEX card.

I did not reset my PIN. 

I am guessing that the update fixed the problem. 

If I ever get my Charge back, all will be fine. But I'm willing to say that this problem has been fixed.

[theorbo]

I was able to successfully use my Charge 4 for an AMEX purchase, finally. Not sure what changed but I did remove and add back my AMEX card. Hopefully I will have success at additional purchases. Thanks all!

[Edf01]

Ever since the last Fitbit update my wife’s Fitbit has been working perfectly with AMEX.

I sent mine as requested to support and it has been almost a month since I have seen it. I wish I had just ignored them! Oh well.
Ed


Sent from my iPhone

[warrensloane]

For me the Amex card only works in Whole Foods.

[Rich_Laue]

@warrensloane that is interesting, when it fails, have you contacted the bank or fitbit? 

My bank sends me a text when Fitbit Pay fails. They also send a text when it works. 

[warrensloane]

No I have not received any texts from Bank in either case. The Amex card in
Fitbit works only in Whole Food. The Visa card works every where.

[Rich_Laue]

I mentioned what my bank does, I don't even know what bank you are with. 

However I do know that there is a contact number on the back of the card, and info in the top right of this page to contact fitbit. 

My thought is that one of the two may have insight into why Amex fails and why I suggested to contact them.