Getting not allowed message when using Fitbit Pay

[DeclanT]

I have added a credit card to the wallet on my Ionic & tried twice (at two different stores) to pay using the watch (using PayPass in Australia), but the EFTPOS Terminal comes back with the message 'Not Allowed'. What is the problem, and how to fix it?

Thanks...

Moderator edit: Updated subject for clarity 

[Colinm39]

@Robyn-TWR  I agree with you.. When you look at the interfaces the retailers have with all of the different banks and the company that supplies the terminals there is definitely a multitude of interfaces that can cause issues.  Before I trusted Fitbit Pay my ANZ Visa tap card still produced errors on the Pay terminal.

Just to add to the confusion, I just tried to change my Wallet default card and the App had trouble syncing to the Ionic..

Solution.was... Because I was sitting near the computer I removed Fitbit Connect from the USB port and it synced immediately.

That also occurs in the morning when I sync the Ionic first time, I either turn Bluetooth off on the phone or remove the Fitbit Connect depending on how I wish to sync.

All of these issues add to the confusion and the Ionic is blamed.. No issues on App 2.85 Android..

[Robyn-TWR]

@Colinm39 Ionic might not be to blame, but Fitbit is. They need to know how all the pay systems systems work and trouble shoot firmware for such things before firmware is released. Fitbit Pay is promoted as a system that gives user’s confidence to run without their wallet or phone and it’s not delivering that confidence at the moment. If Apple Pay was failing on certain terminals, I’d say ok - faulty equipment. But Apply Pay works on them. 

[DeclanT]

I tried to use Fitbit pay again today on my Ionic, for a $5 Coles purchase at a self-serve checkout and it worked!

Did someone at Fitbit correct a setting in my account or something?

Cheers,
Declan


Sent from my iPhone

[Colinm39]

@DeclanTThat's a positive step(tap).  Was that on the Coles terminal at The Glen that I had success with the other day ?.

I'm sure it's nothing to do at your account end but the finickiness we have on some terminals.

I posted in this Forum yesterday where Garmin and Fitbit work but not the Apple Watch.

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@DeclanT wrote:
I tried to use Fitbit pay again today on my Ionic, for a $5 Coles purchase at a self-serve checkout and it worked!

Did someone at Fitbit correct a setting in my account or something?

Cheers,
Declan


Sent from my iPhone

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[jonb1760]

I too am having the exact same issues with my Iconic. I also had them with a Versa and it was replaced. now exactly the same with my iconic. I am With Westpac and my card is a duel credit/debit(not sure if this is relevant). I restored to factory yesterday and re-did the process. today nothing at local Hardware, Aldi and Mcdonalds.

I give up.

[DeclanT]

No, this time was at Knox Shopping Center.

[YojanaFitbit]

Hi @Robyn-TWR, @jonb1760, @DeclanT and @Colinm39 for sharing your comments.

@Colinm39 Thanks for the amazing assistance in this thread, your comments are greatly appreciated.

@DeclanT I'm glad to hear that you were able to use your Ionic to pay your Coles. Please let us know any information that you think will be relevant to other users facing similar issues.

@jonb1760 and @Robyn-TWR thanks reporting this information, please confirm that both your phone and the Fitbit App are up to date. If the payment terminal doesn’t recognize Fitbit Pay:

• Make sure the merchant uses contactless payment methods. Make sure you’ve added a card in the Wallet section of the Fitbit app. See help article, What should I know about Fitbit Pay? for instructions.​
• Make sure the watch face is near the reader and that the cashier knows you’re using a contactless payment. 
• You must wear your watch on your wrist to make payments with Fitbit Pay.
• If prompted, enter your 4-digit watch PIN code.
• When the payment succeeds, your watch vibrates and you’ll see a confirmation on the screen.

Let me know if you have better luck next time.

[Robyn-TWR]

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@YojanaFitbit wrote:

Hi @Robyn-TWR, @jonb1760, @DeclanT and @Colinm39 for sharing your comments.

@Colinm39 Thanks for the amazing assistance in this thread, your comments are greatly appreciated.

@DeclanT I'm glad to hear that you were able to use your Ionic to pay your Coles. Please let us know any information that you think will be relevant to other users facing similar issues.

@jonb1760 and @Robyn-TWR thanks reporting this information, please confirm that both your phone and the Fitbit App are up to date. If the payment terminal doesn’t recognize Fitbit Pay:

• Make sure the merchant uses contactless payment methods. Make sure you’ve added a card in the Wallet section of the Fitbit app. See help article, What should I know about Fitbit Pay? for instructions.​
• Make sure the watch face is near the reader and that the cashier knows you’re using a contactless payment. 
• You must wear your watch on your wrist to make payments with Fitbit Pay.
• If prompted, enter your 4-digit watch PIN code.
• When the payment succeeds, your watch vibrates and you’ll see a confirmation on the screen.

Let me know if you have better luck next time.

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@YojanaFitbit  yes both my fitbit app and my iPhone X are on the most up to date software. I’m aware of all the other things you mentioned already, as these have been suggested before. 

On previous posts I have listed (numerous times) the things that I’ve done to trouble shoot this.

Someone (either on this thread or another thread about this same topic) suggested that after each time your Ionic syncs with the Fitbit app, you need to shut the app down and restart the watch. I’ve been doing this since last Friday. It’s a huge nuisance, but it’s working. If I forget to do it, Pay is likely to fail, but if I remember to do it, it’s worked without any failures. It’s not been a week, but still it does seem to be a pattern. So maybe this is something the Fitbit team could look at.  

I’m sorry, I don’t mean any disrespect, but I just don’t agree with @Colinm39 that it’s our terminals at fault. It’s not been my experience that this has been a factor in my own experience - although I’m prepared to agree that likely there are some faulty or outdated ones out there. That happens with all things mechanical, electrical & digital from time to time.  Maybe where @Colinm39 shops there happens to be a bunch of faulty or outdated ones there. For me, the same terminal works this time, but not that time. I switch over to use Apple Pay and it works every time. 

For the time being, I’m using the fix I mentioned above, but I hope this will only need to be a temporary fix 

[jonb1760]

Update. Every morning soft start, then with the app closed I’ve had no dramas. This will do as a work around untill it’s fixed in future OS updates. 

[Robyn-TWR]

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@jonb1760 wrote:

Update. Every morning soft start, then with the app closed I’ve had no dramas. This will do as a work around untill it’s fixed in future OS updates.

Yes, That’s what I’m doing. Close the app, and restart the watch. I have to restart the watch if ever I’ve had the app owned and synced the watch to it - so it’s not just in the morning. It’s a few times a day as I synce multiple times a day. A bit of a nuisance, but it works with no failures. 

[DeclanT]

Ok that’s interesting and should give the Fitbit developers a good clue as to what the problem is (speaking as a software developer).

I haven’t had the ionic very long and haven’t figured out how to do everything yet and been too busy lately to research it - how do you restart the watch?

Cheers,

Moderator edit: Removed personal information.

[Colinm39]

@DeclanT  There are two methods to restart the Ionic

• Hold the left and the bottom right button at the same time for at least 15 seconds until you feel a light vibration and the watch will reboot and show the Fitbit Icon.
• The other method is to swipe left to right on the watch clock screen until you see the Settings icon, tap that and swipe up until you see About, tap that and swipe up to Shutdown and tap that and Yes. You will then need to push the LH button to restart the Ionic.

[DeclanT]

Ok thanks (I think you meant to say watch rather than phone 🙂

Sent from my iPhone

[Colinm39]

@DeclanT  Thanks, I have corrected that..

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@DeclanT wrote:
Ok thanks (I think you meant to say watch rather than phone 🙂

Sent from my iPhone

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[Robyn-TWR]

@DeclanT

I find you need to restart your watch each time you’ve had the app open on your phone. I think something in the App’s software is interfering with the watch’s Contactless Pay software. If the app is open, you need to close it first and only then restart your watch. This was suggested first to me by @antW (Ithink that’s his name) and it works. Big Thanks to him 🙂

I dont believe this issue has anything to do with Australia’s eftpos terminals. I believe it’s a software glitch and those who frequently sync to the app have problems. I sync often, as I’m a challenge addict. 

I hope this gives Fitbit tech gurus something to look at. 

[Rob-Dogg]

https://community.fitbit.com/t5/Ionic/Fitbit-Pay-not-working/m-p/3228071#M84242

[YojanaFitbit]

Hi everybody thanks for reaching out! 

@Robyn-TWR, @jonb1760 Thanks for sharing the explanation of what you're doing to fix the issues with Fitbit Pay, we really appreciate your feedback since we need to inform what you've been trying to use this feature. I'll pass along this information right away.

@DeclanT, @Colinm39 and @Rob-Dogg Your help and collaboration is greatly appreciated, thanks for sharing the steps that has worked for you. This is of great help.

I'll let you know as soon as get information about this.