Can't Reset PIN And Fitbit Pay Stopped Working

[ItsyFitsyBitsy]

I had configured FitBit pay on my Charge 4 earlier this year, but recently it stopped showing up on my device.  When I try to reconfigure the wallet in my iOS app I get prompted to enter my PIN but after doing so I get a message "Change PIN failed" which is odd since i didn't try to change the pin.  When I try to open the "device lock" 9 times out of 10 I get the same PIN prompt and error, occassionally I get to a screen that shows an animation of setting the PIN and has an option to reset my PIN but when I click on that I also get an error and get bounced out.  Not sure what else to try.  It seems like fitbit has a bug in how they're managing PINs.  I tried a reset on my device but that didn't do anything to fix this either.

Moderator Edit: Clarified subject

[LucioFitbit]

Hi there @ItsyFitsyBitsy. Welcome to Community Forums.

Thank you for sharing this information. I'd recommend you check this article, How do I use the device lock on my Fitbit device?.

Also you can try to restart your device.

Hope this helps.

[MHildebrand]

Hi.

I had the same problem and eventually searched the HELP and found no satisfactory answers. I then began a text conversation with Fitbit help who eventually escalated the issue to someone else. They responded with the following info. I followed it and it fixed my problem. Navigating the menus was slightly different than described in the email, but I was able to follow through and it’s now working.

This is the follow up email regarding your Fitbit Charge 4's Fitbit Pay issue. 

For further troubleshooting steps, please follow the steps below:

1. Perform Clear User Data. Note that any data that's on your device that has not been synced will be deleted, and that you will have to set up again afterwards.
   • To do the clear user data, swipe down from the clock screen of your device to find the Settings app > open the Settings app > Device Info > Clear User Data.
2. Set up device 
   • To setup from Fitbit app, tap Today tab > profile icon (an icon on the top-left corner of your Fitbit app) > Set Up a Device.
3. Set up Fitbit Pay by following the steps from this link. 

We hope this helps. If you have additional questions about your Fitbit device or our services, visit fitbit.com/help.

Sincerely,

Irish Er and the Fitbit Team

[LucioFitbit]

Hi there @MHildebrand. Welcome to Community Forums.

I appreciate the information shared, I'm sure many users will benefit from it. I'd like to invite you to visit our Health & Wellness board where you can share your experiences, meet people and create new topics.

Have a great day.