Fitbit Pay stopped working after latest update

[Robyn-TWR]

Since the recent firmware update to the Ionic, Fitbit Pay has stopped working. I have deleted and reinstalled the card multiple times. I have also shutdown my Ionic and restarted it. Nothing works. At the payment point, my Ionic vibrates but the payment terminal asks me to insert it swipe my card. Obviously,, I can’t swipe or insert my watch - so something is no longer working correctly. Can Fitbit please help

[SantiR]

@Robyn-TWR I hope you're doing well! Thanks for taking the time to post the situation you are experiencing with Fitbit Pay. Thanks for providing all of those details and for trying the restart steps and installing the cards once again.

I went ahead and created a case with customer support for you to get further assistance. Please keep an eye on your email inbox for next steps.

Hope this helps. Keep me posted! 

[Robyn-TWR]

Thank you. I really hope there’s a solution. Fitpay is one of the reasons I bought this and I’m so disappointed this has stopped working. 

[Ynot]

Hi

I have the same problem. Note the following is an extract from an email I sent FitBit Support. All they offered was a refund which was disappointing because I like the Ionic. Hope you can help.

 “The Fitbit Pay Transaction #27890047 problem has reoccurred. Fitbit Pay Transactions failed on 21 & 22/12/18 from various vendors. When I try to use Fitbit Pay, the EFTPOS Terminal reports a card read error and requests that I insert or swipe the card. The transaction then successfully completes from the Card”

[Stubbhe]

I had the same problem. I did all the steps you did with a couple of additions. I also removed and re-added the Wallet app. And, I restarted my iPhone X.  When I went to use Fitbit Pay today it worked. 

[Ynot]

Thanks for the advice.

[Robyn-TWR]

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@Robyn-TWR wrote:

Since the recent firmware update to the Ionic, Fitbit Pay has stopped working. I have deleted and reinstalled the card multiple times. I have also shutdown my Ionic and restarted it. Nothing works. At the payment point, my Ionic vibrates but the payment terminal asks me to insert it swipe my card. Ovviousky, I can’t swipe or insert my card - so something is no longer working correctly. Can Fitbit please help

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@SantiR 

Hi again. I’ve been checking my emails regularly, but no one has yet contacted me to help. Hoping you can follow up and give this issue a nudge. It’s really inconvenient that Fitbit Pay no longer works. 

[Azza_h]

I’ve only had my ionic for 4 days. The first day Fitbit pay didn’t work then it worked the next day and has stopped working again.

[Robyn-TWR]

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@Stubbhe wrote:

I had the same problem. I did all the steps you did with a couple of additions. I also removed and re-added the Wallet app. And, I restarted my iPhone X.  When I went to use Fitbit Pay today it worked. 

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Thanks @Stubbhe I’ll give it a try. 

[Ynot]

Hi

I found that the problem stopped with an Ionic restart prior to Fitbit Pay transactions. In my case at least, it appears that the uploading & clearing of multiple clock faces and/or Applications causes a problem with the Wallet Application which clears after a restart.

I hope this helps.

[Robyn-TWR]

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@Ynot wrote:

Hi

I found that the problem stopped with an Ionic restart prior to Fitbit Pay transactions. In my case at least, it appears that the uploading & clearing of multiple clock faces and/or Applications causes a problem with the Wallet Application which clears after a restart.

I hope this helps.

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Do you mean a restart prior to every Fitbit pay transaction?  I’ve restarted my Fitbit few times to no avail, but without the suggestion to delete / reinstall the wallet app. I have done that now, and fingers crossed it works for me when I try it, but do you mean that you restart your Fitbit prior to every Fitbit pay transaction?  Thanks for your help. 

[Stubbhe]

I only restarted my Ionic once. Restarting the Fitbit seemed to fix
everything. I’ve got my fingers crossed for you too.

[Ynot]

No just the once after you have added/deleted Apps or Watch Faces. 

[Robyn-TWR]

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@Ynot wrote:

No just the once after you have added/deleted Apps or Watch Faces. 

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Thanks, I’ve done everything. You suggested, except for deleting my chosen watch face. It still didn’t work. I don’t really want to go back to using the standard watch face, but is that what you nended to do to make fitbit pay work?  I also have added Spotify app and a weight logging App. Do you think these need to go?

thanks

[Ynot]

Sorry to hear. Loading watch faces & apps shouldn’t cause problems provided they are sourced from the approved Fitbit  online shop. I can only suggest you contact the Fitbit Help Desk. 

[Robyn-TWR]

@SantiR 

Hi again.  I haven’t heard from customer support or you since your initial reply.  Can you please let me know the case number you opened for me regarding this ongoing issue.  Is there an email address I can use for customer support so that I can contact them myself.  I have tried all the suggestions in this thread and Fitbit Pay simply will not work.  The payment terminal either says the payment is not supported, or else it asks me to insert or swipe my card.  Fitbit Pay is one of the key features that caused me to update from my Charge HR and I’m really frustrated with my Ionic at the moment.  

Please get back to me asap.  Thanks again,

Robyn

[Ynot]

Hi Robyn-TWR

The Fitbit Support email is “https://contact.fitbit.com”. If you’re in Australia the contact number is “1800 875 234”

every day between 08:00am & 08:00pm AEST. Other than that, if you log onto the Fitbit Website and follow the prompts you can live chat with a Help Desk Operator.

Goodluck & let me know how you go. 

Regards

Ynot

[Robyn-TWR]

@SantiR Ignore the above. I have started a new case for this myself. Waiting on support to reply. 

[Ynot]

Robyn-TWR

Thanks for the update.

Note, with my Ionic it mostly Pay works. And on the odd time it has failed, it always Pay worked after a restart at the EFTPOS terminal. 

Happy New Year & good luck. 

Regards

Ynot

[SantiR]

@Robyn-TWR Thanks for your reply and for your continuous participation on this thread regarding Fitbit Pay.

If you happen to not see emails from Fitbit, check your spam or trash folders on your email as sometimes they go there. I'm glad you are now in touch with customer support. I'm sure they will be able to help you out with this. Let me know the outcome!

@Ynot I hope you're doing well! Thanks for sharing all of your help and experience on this thread. I'm sure other users will find this useful.

@Stubbhe Welcome to the Fitbit forums! Thanks for sharing the different workarounds you have tried in order to sort this out. I'm glad to read that it is now working for you! 

@Azza_h It's great to see you in the Fitbit forums. Thanks for reporting that you are also experiencing the same with Fitbit Pay. Please try the following:

• Restart your watch
• Remove and re add the Wallet app
• Reboot your phone

Hope this helps. Keep me posted!