Cannot add AMEX to Wallet

[Tommy-in-MD]

Hey guys,

Just bought an Ionic.  Updated.  I have 3 AMEX's and tried each one of them.  Each time I enter the card info and then the address info, hitting next results in the error: "There was a problem verifying your card details with your financial institution.   Please verify and try again".   I verified.  The info is right.   Why is this not working?  Amex was on the list of supported banks.

Please help.

Thanks

Tom

[jmcarlos]

I am having the same issue, I cannot add my AMEX and that is the only card I have that supports fitbit pay.

[Limegelato]

Same issue here too. I've been scourging the web to see what I can find but no answer so far. Fitbit pay was a big draw for me getting the Fitbit Ionic. 

[Artlop]

I chatted with a Fitbit rep and he said top call AMEX, cause apparently it was their issue. That was Friday 1/26. Didn't get a chance until about 20 mins ago and i had 2 AMEX reps (1 on the chat and 1 on the phone) both verify that they HAD NOT received ANY attempt to add virtual cards for both my Everyday and Blue Delta. I sent Fitbit support an email, so I'll update once i get a response from this team.

[MaxOneHipHop]

Exact same issue here.

[Brandon74360]

First I would call Amex. If that doesn't work try to use a different card.

[NoCardForYou]

I'm in the same boat. AMEX doesn't get requests/Fitbit support said it would get the issue escalated. Also, could you all mention the OS you are trying it on? Mine is Android 5.1

[MaxOneHipHop]

Android 7.0. I haven't been able to call AMEX yet but I've added the card
to other devices and I am automatically notified by AMEX about it. That is
the only card I want to add because my bank isn't currently supported.

[Limegelato]

I have Android 8.1.0, haven't tried calling amex yet. Tried adding it again yesterday and same error, no change.

[Keanen]

I just wasted about an hour of my time talking with AMEX and Fitbit support. I still cannot add any of my three AMEX cards. Fitbit suggests my phone is not supported which has nothing to do with the card since everything else is working. AMEX is not seeing attempts from Fitbit to link the accounts. I'm guessing it's a larger issue. Both are to contact me. 

I'll post anything that I hear further. 

[MaxOneHipHop]

Similar experience today. Amex had me send screen shots. They see nothing
on their end indicating card is being verified/added.

[Keanen]

Same, sent screen capt

[BMGLaw]

Has anyone successfully added an AmEx to their wallet?

[Keanen]

I had to use my daughter's iPhone to do it.

[BMGLaw]

Success! AmEx support, 800.528.4800 and ask for a representative, was able to make it work. They didn't have any useful information to add, but I guess you need to call support while trying to add an AmEx. I have not tried a transaction yet, but I'll post an an update.

[Keanen]

Which phone are you using? When I did that they didn't even see the transaction request.

[BMGLaw]

I'm using an Android LG G6 connected to good WiFi. The only other thing that happened, is that I updated my mailing address on the American Express website, resubmitting the same address they had on file, just before adding the card to the FitBit wallet.

The FitBit app had been rejecting the card so quickly that I suspected it wasn't even trying to verify the information, but with the rep on the phone it asked me to agree to TOS, and verified the card. It took at least 60 seconds to confirm the card.

[SunsetRunner]

@Tommy-in-MD  Sorry to see you are having trouble.  It is possible their is an issue with Fitbit talking to Amex in the background.  I was able to add my AMEX last night but not my BOA Visa (ironically the BOA card is the only one I could add to my Microsoft Wallet for tap and pay). I would also make sure you are using the 4 digit security code on the front instead of the 3 digit code on the back.  I don't know how much the billing address matters, but perhaps look at your bill to make sure the address perfectly matches.  

[MaxOneHipHop]

Not I. Amex supposedly working on it.

[Limegelato]

I have a new phone (iPhone instead of Android 8.0) and I’ve been able to add my Amex. I used the same credit card, exact same information as before. My guess is Fitbit wallet wasn’t compatible with the other phone.