Ionic Connection Error in Wallet

[Cheekygirlkim]

Husband has an Ionic and he's had his wallet set up for some time. He's gone into the app tonight and can't seem to access the wallet. 

The phone is synced but when he clicks on wallet now it says an account is already set up and to verify pin. He enters the pin and it say 'error connecting with Ionic'. Then it shows a 'get started' page.

We've tried uninstalling the app, unpairing, restarting phone resetting device but still nothing is working.

Can see the card on the actual phone but not on the app. We need to change over the card that is on there to a new one.

Anyone able to help?

[SilviaFitbit]

@Cheekygirlkim It's nice to see you on the Community. Sorry for the delayed reply. 

I appreciate the details shared about what you were experiencing with Ionic. Thanks for the troubleshooting tried prior to posting. 

I've taken the liberty to share your post with our Support team and they've mentioned you already have a case with them, please continue the communication through email, this to avoid any confusion. 

I'll be around if you have any additional questions. 

[C-B]

I am also having problems with syncing and now it won't even connect through bluetooth. Not even showing in list of devices I can connect to.

[C-B]

Help please I am also having problems with Ionic. 

[SilviaFitbit]

@C-B It's nice to see you on the Community. Sorry for the delayed reply. 

Thanks for letting me know that you were experiencing syncing issues with your Ionic. I've shared your post with our Support team and they've mentioned you already have a case with them, please continue the communication through email. 

I'll be around if you have any additional questions. 

[Cheekygirlkim]

All good. Support team solved it but i can't seem to delete the post.

[Charnelle]

Hi @SilviaFitbit

I am having the same issues as above when trying to go into my wallet. I need to update my card details as the one currently set up on my ionic has now expired but I am getting this error message. I have tried the same troubleshooting, uninstalling and reinstalling the app, unpairing and repairing my device, restarting my phone and device but with now success. Can you please assist on this or pass my issue over to the support team?

[SilviaFitbit]

@Charnelle A warm welcome to the Fitbit Community. Thanks for the details mentioned. 

I appreciate that you mentioned the troubleshooting performed. Before creating a case with our Support team, please try the following instructions: 

- Restart your Fitbit Ionic and phone 

- Restart Bluetooth on your phone 

- Force quit the Fitbit app 

- Try another internet connection 

- Remove the card again 

I know you already tried some of the steps mentioned above but this time try performing them in the order mentioned above. 

Let me know how the troubleshooting goes. Looking forward to hearing back from you.