Fitbit Pay not working

[m19872399]

Why doesn't the register recognize my purchase using fitbit wallet?

HI Forums Community-

I'm a new fitbit Ionic owner and fitness enthusiast. My Ionic is the first fitbit product I've owned.

I tried 2x's today and failed 2x's to make a purchase using my Ionic fitbit wallet.  I see the Debit Card appear on the fitbit screen and I placed the fitbit near the register reader but my purchase wasn't recognized.  I ran an experiment with the grocery store clerk who used his cell phone and his purchase was recognized.  I did the same thing as the clerk.  The clerk place his cell near the register reader and did the same placing my Ionic near the register reader.  I also experimented with the fitbit upside down and sideways. Prior to this I completed and verified all the steps setting up my Debit Card. 

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @m19872399, welcome to the Community Forums!

I appreciate all the information and details that were shared in your post, sorry for the inconvenience experienced with your Ionic and the Fitbit Pay feature. To better assist you with this, since you're a new Fitbit member, can you please let me know when was the first time you experienced this and how many times since then? The payment terminal recognized Fitbit Pay but the payment didn't went through or the terminal didn't recognized your device at all?

In the meantime I receive your answers, please check our help article: What should I know about Fitbit Pay? to learn more about this specific feature. Keep in mind that you must wear your watch on your wrist to make payments with Fitbit Pay, then If prompted, enter your 4-digit watch PIN code and the payment will be completed after a short vibration of the device.

Keep me posted and let me know if you have any additional questions.

[m19872399]

Hi RicardoFitbit-

I really appreciate helpful tips. To let you know the first time I experienced a problem was yesterday.  I tried 2x's on the same day and both times had a problem. I'm a new Ionic owner

I setup my Debit the day before yesterday. So as it turns out I'm doing everything with Ionic for the first time. I also took your advise and read the Forum articles on "What should I know about Fitbit Pay?" The articles confirm I performed all correct steps. My default Debit card appears on my bionic screen. I held my wrist near the payment terminal.

[RicardoFitbit]

You're welcome @m19872399, it's a pleasure to continue assisting you. Sorry for the delay in responding your post.

Thanks for the details that were shared with me, certainly the Fitbit Pay option isn't working as the way it was designed. That said, I'd like to let you know that our Support team was contacted on your behalf to continue receiving assistance directly with them. That said, please keep an eye to your email inbox because they'll be in touch with you in a timely manner. 

In the meantime they contact you, don't hesitate to ask me any additional questions you may have.  

[AnnaOcchipinti]

Hello! I have the same problem with my fitbit versa 2, the card is showing and seems to be ready to process the payment but it never go through and says I need to insert or tap the actual card.

I've had my fitbit for over 8 months now and I try many different times in different stores and it never worked.

Looking forward to get some help with it.

Thank you