Cannot update wallet details

[eveaus]

Hi, Need some help please. I'm trying to update my wallet details (card details now invalid) but fail to be able to do so. What I have tried is clicking Wallet on app, it asks me to verify the pin but it always says error connecting to versa when verifying it. I also tried to deactivate fitbit pay through the dashboard, it daysit is successful but it doesn't seem to work? I still see the card linked. Also tried logging into app again, reinstalling app, restarting phone.

Please can someone help me bring back this Fitbit pay joy back in my life thxxx

Moderator edit: format

[JuanJoFitbit]

@eveaus Welcome to our Fitbit Community! Seems odd that your wallet can't be updated and gives an error. Please make sure that your phone has the most recent app version installed. If the app is up to date, please log out of the app, restart your phone, open the app and log in.

After this, restart your Versa as described in this help article. Finally, try to update your wallet details and see if this fixes the issue.

Keep me posted on the outcome! 

[eveaus]

Thanks for your reply. App up to date and tried those steps, but to no
avail. I was thinking if I deactivated it from fitbit.com , it would let me
setup again but when I do this, it tells me it is successfully deactivated
but doesn't seem to save (option still appears for me to deactivate over
and over). Any other ideas?

[Rich_Laue]

Remove the current card, then try adding it again.

[eveaus]

How do I do that? I can't find any screen where I can remove the card. I
suspect it is after the pin entry but I can't get past the error connecting
to versa. Sync works just fine otherwise

[lenny4d]

@eveaus

>> What I have tried is clicking Wallet on app, it asks me to verify the pin but it always says error connecting to versa when verifying it. 

Do you get past the PIN screen (the first screen that pops up after clicking on the wallet-tile in the app)? You need to enter the PIN of your phone, not of your Versa!! It took me some time to figure that one out.

>> I also tried to deactivate fitbit pay through the dashboard, it daysit is successful but it doesn't seem to work? I still see the card linked.

What doe you mean by "I see the card linked"? Do you mean on your watch? If you have deactivated fitbit pay and you have synced your app/watch all info will disappear, also on your tracker. Your previously chosen pin will remain though. Reinstalling app and restarting phone has nothing to do with this and hence has no effect. To get into the wallet tile, you must use your phone's PIN, not the one of the tracker. Once in the wallet, there should be nothing there and you can start setting up your new card.

[eveaus]

Yeap basically deactivating Fitbit pay through Fitbit.com does not work. It has not saved properly.

Re pin, I don’t think so. It cannot be the phone pin, doesn’t make sense because I don’t even have a phone pin ... it uses a pattern to unlock. So pretty sure it is the tracker pin. As per previous post, it just keeps saying error connecting to versa.

[Rich_Laue]

When you click on the wallet, your asked to prove that you are the person responsible for the phone. Yes it is the swipe, pin, finger print, eye print, whatever you use to unlock the phone 

Now we can choose to reactivate the card, add a card, or remove a card.

Scroll to the bottom of of the page, there are two red entries, one says suspend, the other says remove.

All the above may be done without connecting to the Versa @eveaus, this would be the way to deactivate your wallet/card it the Versa got lost/stolen, the bank is informed to not honor the card anymore. This is possspos because the versa is given a virtual card number from the bank when setting up.

@lenny4d you might not have a lock on your phone now, but when setting up the wallet, The setup process will not proceeded until the phone gets a lock code. Your previous lock code should work. 

[lenny4d]

@Rich_Laue

>> you might not have a lock on your phone now, but when setting up the wallet, The setup process will not proceeded until the phone gets a lock code. Your previous lock code should work. 

I don't have a problem! 🙂 Plus I have no idea what you actually mean with the above sentence, it's probably well meant but it reads like sh-t. 😉
I wrote, in my original message, EXACTLY what you wrote later, except that I have a pin (which is what you call a lock code), and I appreciate others have some other form of phone ID/lock. But I don't have a problem with that.

[eveaus · Accepted solution]

I opened a support ticket with Fitbit given the lack of luck with this post. It was a long saga of 20 emails and in the end, what 'fixed' it was a factory reset of the watch and re setup of app and watch. Which hardly seems right for a simple request of updating wallet details. *disappointed*

[JuanJoFitbit]

@eveaus I'm glad to hear that the issue got fixed after performing a factory reset. I totally understand your frustration about this and appreciate your feedback and comments since this helps us to keep improving.

I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often! 

[Torz123]

I had this issue. Even a factory reset didn't fix it. I've updated my phone firmware, updated the app, uninstalled and reinstalled the app, factory reset the watch. Still won't let me change the card

[Rich_Laue]

May I ask what type of work, of any you get when trying to setup the wallet @Torz123 

Also at what step does the process fail?

[Torz123]

It fails at the point when it asks me to confirm the PIN.

I know I have the right PIN, because it's the same one to unlock my phone
(which unlocks fine) and to unlock my watch (which unlocks fine). But when
the app asks for the PIN it just times out and says there is an error.

[JuanJoFitbit]

@Torz123 Thank you for joining us in this thread and our Fitbit Community! I'm sorry to hear that your Fitbit app is not letting you to change your card. Since you already tried the troubleshooting steps and the issue persists. let me go ahead and forward your case to our Support team so they can investigate further and provide a solution.

You will receive an email from them soon.

@Rich_Laue Thank you so much for your help!

See you both around! 

[Orlasaurus]

Can I ask if @Torz123 got his problem sorted?

My debit card expired this month and I have a replacement one (same card number but new expiry date and CVV code). 

Wallet disappeared early yesterday from my Versa before I could add the new card to the app. I wonder if it knew my card had expired?

When I go into the Fitbit app to edit/delete my card, nothing is stored there. I only have the option to add a new card. Fine. When I do, it tells me I can't add the same card again (because it's an updated debit card with the same card number) and prompts me to 'edit card details'. I click on this and nothing happens. I'm stuck in a loop. 

I logged into the desktop Fitbit account and 'deactivated' Fitbit pay. Yet still when I go into the app, it says it's the same card.

Any advice? I just want to add my new debit card and keep enjoying Fitbit Pay.

Thanks,

Orla

[Rich_Laue]

I checked the wallet  through the Fitbit app. Tapped on wallet then on my card where I only see the option for suspend or remove with no option to edit pressing remove should then allow me to setup the new card  by pressing the plus since there is now no card connected to the wallet and nothing to edit. 

Actually edit really doesn't make sense since the card still needs to be verified with the bank. 

Deactivating the cards through the web interface says that it will remove the cards. I'm not sure if this is so, it might simply deactivate making this option unusable.

If your still having problems I would contact fitbit

[Torz123]

I finally managed to get it sorted by deleting all links between the phone
and the watch, uninstalling everything and factory resetting, which in turn
downloaded a bunch of updates. It was a while ago so I can't remember the
details. But the whole process took a couple of days and shouldn't have
been as difficult as it was.

[hebblew]

solved suddenly worked- delete thread