Clock error message after purchasing clock face

[AdaMarie]

I got a "clock error" message which I was able to get the clock face back.  However, I had purchased a pretty clock face and am unable to get that back unless I pay for it again.  It was supposedly a "one time pay" and now I have to pay again.  It's only $2.00, but it's aggravating, especially since I already paid.  If I get another "clock error" message, will I have to pay AGAIN??

Moderator edit: updated subject for clarity

[MarreFitbit · Accepted solution]

Welcome to the Community Foroums @AdaMarie! I am sorry to hear that you are going through this situation.

All apps and clock faces in the Fitbit App Gallery are free to download. However, some apps and clock faces require a paid subscription service or a one-time activation fee (to a developer). If a developer requires an activation fee, you may see a message in the app or clock face description:

For these apps and clock faces, the developer will process and provide instructions for payment. Many developers use the third party service KiezelPay to accept payment for their app or clock face. For more information, see KiezelPay’s FAQ.

With third party apps, note that Fitbit doesn't own or maintain third party integrations. It's up to the owner of the third party app to implement or update features for their app so in this case is recommendable to contact the third party developer to learn more about future implementations. 

To contact the developer please open their app on the Fitbit App Gallery, scroll/swipe down and under "App Details" you will find the information.

Let me know if you have any questions present. 

[AdaMarie]

Thank you for your quick response. It took awhile but I was able to contact the vendor and after trial & error on my part, was able to get my clock face back (the one I originally purchased last year - which I really, really like) at no cost. I appreciate all the information you provided as it helped me a great deal!


I took notes in case it happens again. Once again … thank you!

[MarreFitbit]

You're very welcome @AdaMarie! I'm glad to hear that the information was of great help and that the developer could solve this out. 

I'll be around if there's anything else I may do to assist you with. 

[Hbrady]

They should  be honest and eliminate the  term "free" from their jargon.