Can't set up Fitbit Pay on Versa 3

[Atks91]

I writing this with regards to an experience me and my wife had over the versa 3 a few days ago. So we bought our versa 3 from the the fitbit official shop on an online platform and have received the product. Everything was going smoothly for me including setting up fitbit pay, but my wife’s versa 3 was unable to set up with fitbit pay. The ‘unexpected error occured’ message keeps appearing when she tried to set up her fitbit pay. So we reached out to the store to try to get some help on this but they were of no help and asked us to contact the helpline on fitbit website instead. We did that and the staff from the helpline asked us to approach the staff for an exchange which might be due to the versa 3 she had didnt have the nfc chip in it. So we did and approach the staff and asked for an exchange or a refund if they couldn’t do the exchange. So from here the store was just being ridiculous, they asked us to find out where did we find that versa 3 supported fitbit pay where the official website itself stated that the versa 3 supported fitbit pay in the product specification. Shouldn’t the staff know more about their own products instead of questioning us when we did our own research on the watches before we bought them. Partly the reason we bought the versa 3 was because of the fitbit pay function as well. So i just want to know if there is anyway i could get my wife fitbit pay to set up without going through the shop again. Its really frustrating where we bought the exactly same product and i was able to set everything up normally but my wife’s device had problems and the shop isn’t very professional with their customer service and not being knowledgeable on their own products

Moderator Edit: Clarified subject

[SunsetRunner]

By chance are you trying to set hers up with the same credit card?

[Atks91]

No, we could not even get into the page which allows us to input any card details. It will always just shows ‘unexpected error occured’ when we click on setting up wallet

[MarreFitbit · Accepted solution]

Hi there, @Atks91. Welcome to the Community Forums. Thanks for the details provided in your post about the issue with your wife's Versa 3. We‘re taking your comments and sentiments in regards to our products and services into consideration. @SunsetRunner Thanks for trying to help. 

May I know the model of her mobile phone? Please make sure it meets the requirements listed here.

Also, please make sure that the Versa 3 is syncing properly to your Fitbit app. If she's (by any chance) experiencing syncing difficulties, please see Why won't my Fitbit device sync? 

Moving forward with the troubleshooting steps, please try the steps below:

• Restart the Versa 3 and phone.
• Restart Bluetooth on the phone. 
• Force quit the Fitbit app. 
• Try adding the card

For more information about Fitbit Pay, see What should I know about Fitbit Pay?