Fitbit Pay Error messages

[someguy121]

Hi,

Recently I've gotten the fitbit ionic, and am trying to use Fitbit Pay with the American Express card on my Windows 10 computer. However, every single time it fails verification. I've called the bank twice, who says they've added the card to fitbit, but every time I try to add in Amex it still tells me "verification failed" and to "use an alternate form of verification" -- which doesn't exist -- because it only gives me a phone number.

I've tried using my phone, which didn't work. I've tried removing the amex card and adding it back in, which didn't work. And I've tried doing the same thing to my Windows 10 computer, removing the card and adding it back in, which also didn't work. Same error each time. Any suggestions?

[supersmart01234]

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@someguy121wrote:

Hi,

Recently I've gotten the fitbit ionic, and am trying to use Fitbit Pay with the American Express card on my Windows 10 computer. However, every single time it fails verification. I've called the bank twice, who says they've added the card to fitbit, but every time I try to add in Amex it still tells me "verification failed" and to "use an alternate form of verification" -- which doesn't exist -- because it only gives me a phone number.

I've tried using my phone, which didn't work. I've tried removing the amex card and adding it back in, which didn't work. And I've tried doing the same thing to my Windows 10 computer, removing the card and adding it back in, which also didn't work. Same error each time. Any suggestions?

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I don’t think it works with debit.....

[SantiR]

@someguy121 Welcome to the Fitbit Community! Thanks for sharing your experience while using Fitbit Pay to add a card.

What kind of phone number is it giving you? In some cases, your bank may require additional verification. If you’re setting up Fitbit Pay for the first time, you’ll be prompted to set a 4-digit PIN code for your watch (if you haven’t already done so). Note that you also need to have Touch ID or a PIN code turned on for your phone. Have you set up the PIN already? 

Also, note that you can only choose 1 card to add on Ionic if you are using Fitbit Pay for Windows 10. How many card do you have? 

I'd recommend checking this helpful article for more details on this.

@supersmart01234 I hope you're doing well! Fitbit Pay does accepts both credit and debit cards.

Let me know if you have set up the 4 digit PIN. Keep me posted! 

[someguy121]

It's giving me the American Express phone number.

I've called them several times, and each time they say it's activated after passing a series of verification questions. I do have a 4 digit PIN on my watch, and a PIN is activated on my computer.

I've only attempted to add the American Express credit card.

[SantiR]

@someguy121 Thanks for your reply and for providing that information.

This is strange. Usually when the bank requires additional verification and you call and answer all of those verification questions; the card should then work and be able to add it on Ionic. Still no luck after additional verification?

By an chance, do you have another card you can try to add? You can try this just to confirm that the Fitbit Pay feature will work. Here is a list of the supported banks. You can either add credit or debit. If there is a card showing on Fitbit Pay, delete it as Windows 10 will only let you add one card.

Keep me posted! 

[BACwithIONIC]

Did you ever get this fixed?  I am having the same problem and fibit support can only tell me they are working on it and they are "reviwing the case with a higer level."  I've heard that so many times I wonder how many levels they even have!

I cannot get my Amex card to sync with my wallet.  It shows up but then everytime asks me to verify it with Amex.

I have deleted the app, deleted everything from the phone and watch, started over, tried only on wifi, tried only on phone service, added the card and deleted it several times and everytime it finally finds the Amex card it wants me to verify with it with Amex again.  I've done that about 4 times.  Then it will only give me a phone number to American Express to verify the card as an option.  Its the same number on the back of my card too.  I even added a different card to the wallet and it synced and worked.  I only use my Amex everywhere so I need it.

Anyone have any ideas because apparently fitbit doesn't.  (sorry but I'm a little mad since I've been working on this for awhile and fitbit will only respond through emails)

[someguy121]

Hi,

Sorry, never got it working. Amex always said they approved it, but it was never able to sync properly with the app. It always gave the message that I needed to verify something or other. I had given up awhile ago; I was hoping they had fixed the issue by now and I was interested in trying again until I read your response. Apparently they still haven't fixed the issue. At the time I tried to solve the issue I probably tried to fix it at least 8 or so times through the course of a month or two but was never successful.

Best of luck to you

[BACwithIONIC]

Yeah, I even went and exchanged the watch for a new one the other day since fitbit said it was probably that specific watch causing the problem.  Well guess what, that one doesn't work either.  I did get them to tell me that SPG Amex cards do not work.  But apparently Delta ones don't either.  I really like the watch but there customer service and ony responding through emails is horrible.  I have another 30 days now to get this one working before the store will not take it back.  Otherwise I will find another watch that works.  Thanks for the response.

[SantiR]

@BACwithIONIC Welcome to the Fitbit forums! Sorry for the delayed response. Thanks for sharing the experience you are currently having with Fitbit Pay and customer support so far. Thanks for sharing all of those details regarding this issue.

I went ahead and contacted you via PM. Please keep an eye on your Community inbox.

@someguy121 I hope you're doing well! Thank you very much for sharing your experience regarding this. Are you still using this feature?

Keep me posted! 

[Commissor]

Ummm did you ever figure this out 

[Commissor]

I'm having the same problem. Pretty sad fitbit advertised all this stuff that doesn't even work. Fitbit pay won't work. Spotify won't download. What a joke

[BACwithIONIC]

I tried loading the Fitbit app on different tablets and older phones i still had laying around (I  just used WiFi to connect).  Finally one of my older tablets worked and let me add the credit card I wanted to use (originally I could get some cards to work but not the Amex card I wanted to use to work). Then I deleted the app on that device and signed back into my original phone with the app and it worked. 

But I’ll warn you. It didn’t work for long and still had problems. I finally just gave up trying to use the Fitbit pay on my watch and actually use my card the old way. I’m going to get a little more wear out if the watch and then go get an Apple Watch so I have less problems. 
Good luck.