My AmEx payment is declined only when using Wallet from Sense

[izzop1]

Hello Everyone 

I just purchased a fitbit sense and I want to use the wallet feature. I have my AMEX linked and it gets denied almost everywhere I go, it's only worked once. When it's declined, i just use google pay and it goes through. There must be some reason that they decline the payment from fitbit. 

Is anyone having this problem? 

Moderator Edit: Clarified subject

[YojanaFitbit]

Thanks for stopping by @izzop1! Thank you for the details that you've shared in your post. In this case, I'd consider deleting the credit card information to enter the details again: How do I set up Fitbit Pay?

• If your payment is declined once again, contact your bank for more information so you can get more details of the error message that it gives every time you use it.
• If you already tried the steps above consider chatting with one of our representative to confirm what is happening with this transaction. Click here to get connected. Remember to connect from a different device, so you can troubleshoot your phone in case that you need it.

Let's give it a try and please keep me posted.

[Rich_Laue]

I would call the bank, they will have a record of the denial. 

[MyVersa2Too]

Why do you say involve your bank?   My bank had nothing to do with my American Express card.   I tried Wallet twice.   Then end up having to take out my AM EX card and using IT in the terminal.   It's not a pellet with the card. 

[Rich_Laue]

I say ask your bank that issued your card, because this bank can see the rejected transaction and see the error code, possibly telling them what is going on. 

The virtual card you use was setup by, and is handled by the bank that issued your card, not fitbit. 

You tap the terminal. 

The company you are paying then contacts your bank. The bank checks with fitbit, then the bank approves or rejects the transmission. 

There will be a k one number listed on the back of the card. 

[MyVersa2Too]

The card I use is not handled by my bank. I do not use my bank cards for
Contactless payment. American Express is not done through a bank at least
not ours. My bank is not involved in setting up ANYTHING to do with
contactless payments. You are misinformed.

[Rich_Laue]

When setting up Am-Ex with a virtual card, fitbit sends the user to a page on the website of the financial institution where the user has to confirm who they are and approve the virtual card. 

Your Am-Ex card has a phone number listed on the back. This is the phone number a user should be calling if the get an error while trying to use a virtual card on the tracker. 

We as fitbit users have no access to what is happening between the terminal, the financial institution, and fitbit. 

[Edf01]

I have been having the same problem. Amex does not have any record of a Decline Transaction. This leads me to think that it is being declined by the contactless system. If the transaction were being sent to AMEX and coming back with a declination, there would be a record.

AMEX does see the successful transaction from the Fitbit that reach them.