Fitbit Pay on Versa not working - Solution

[smau7]

Hi,

I had a problem with Fitbit pay and found a solution/workaround , so I thought I would share this to help others! I hope Fibit fixes this issue ASAP!

• I'm in Australia using a new Fitbit Versa (Standard) running latest v32.33.1.30 firmware.
• I'm using an iPhone X running latest iOS 12, with latest Fitbit app installed on phone.
• I've setup Fitbit Pay using a VISA credit card via Commonwealth Bank (CBA).
• Fitbit pay is fully supported by my Bank and setup of FitBit Pay was successful on fitbit Wallet.

The Problem:

I initially made a successful payment once by scanning my Versa watch. However subsequently Fitbit Pay stopped working and every time I scanned my watch at the payment terminal/NFC reader to make payment an error on the actual payment terminal failed the transaction. Errors on the terminal (not the watch) included, 'Void Transaction', 'Not allowed', 'Declined' and similar error messages. The watch would simply vibrate twice and not display any errors.

I tried this several times across different shops, different terminals and all gave me an error of some sort on the payment terminal at the shops and I could not scan my watch to make a successful payment.

I called the Bank and the Bank confirmed that there are no problems from their end and that I should contact Fibit. The Bank confirmed that no transaction was actually declined from their end, and that the error was at the Fitbit end as the transaction didn't even get sent through to be processed by the bank.

Solution:

I discovered that when I have the Fitbit app running (open) on my iPhone and I subsequently try to make a payment using my watch, the transaction fails. The transaction still fails even if I go back and close the app on my iPhone by swiping up the app and I try to scan my watch to make payment.

However the payment is successful and transaction goes through without any issues if I close the Fitbit app by swiping up on my phone and then restart my Versa watch (by long-pressing the left and bottom right buttons for 10 secs until the logo appears and allow the Versa to restart), and then try to pay by scanning my watch (of course I need to long press the left button to display the credit card/Wallet app on my Versa).

If I once again open the Fitbit app on my iPhone and I try to make payment using my Versa, the transaction fails once again, and I have to close the Fitbit app on my phone and restart my Versa once again in order for the payment transaction to go through.

Summary:

In summary in order to get Fitbit pay to work for me, I have to make sure I don't open the Fitbit app on my iPhone, and just scan my watch as normal (after long-pressing the left button to display wallet/credit card). If I was to open the Fitbit app on my phone, I would have to first close the Fitbit app on my iPhone and then restart my Versa watch in order for the Fitbit Pay transaction to be successful.

Hope this helps other. I am hoping Fitbit addresses this issue, as it very inconvenient and makes the payment process very frustrating.

Moderator edit: Format.

[Marrrmaduke]

@smau7 Thank you for sharing this. If this holds true for other users, then this might be a bug. 

[AntW]

Hi,

Thanks for posting this @smau7. I'm having the exact same symptoms. Same firmware on versa, iphone x, commonwealth bank with Mastercard. Fitbut pay has been running wonderfully for the last 2 months, then it stopped working on boxing day 26th dec. Successful transactions in about 2 in 10 different retailers with no apparent pattern.

I actually got a refund on they watch as it presented as an nfc issue. Bought a brand new one at another store (the original retailer didn't have replacement stock). Same issue currently occurring again with brand new device which is 3 days old now. 

I'll will try out your work around and close the fit bit app and restart the watch. Fingers crossed. I hope this is fixed in the next update (firmware, or app?). 

I will report back.

[Marrrmaduke]

@AntW Please do report back! I'm curious, too! 🙂

[AntW]

Reporting in!

@smau7 has discovered the magic bullet for this bug. As suggested I closed the fitbit app on my iPhone X and restarted my versa. 

I went to two retailers today and fitbit pay was successful both times. I'm really happy there is a consistent workaround but clearly not able to access the fitbit app without the need for a restart.

I wonder if it's a combination of the latest firmware with iphone X in Australia with commbank. Doesn't look like it's affecting too many others.

[Marrrmaduke]

@AntW Thank you! This definitely will be very useful to us! Thank you, @smau7!

@KateFitbit @MarcoGFitbit @JuanJoFitbit

[smau7]

Glad I could be of assistance. Good to hear this workaround worked for you @AntW, not an easy one to figure out or crack. @Marrrmaduke do you think we will get this escalated towards a permanent fix?

(As a side mention, I did throughout my troubleshooting remove the Credit Card from Fitbit Wallet completely and re-setup the card and that didn’t resolve the issue. I also uninstalled the Fitbit app on my phone and that didn’t resolve the issue either).

What worked is the workaround I outlined above in my original post. I’m glad to hear it also worked for @AntW too. 

[Marrrmaduke]

@smau7 I tagged our great mods in the previous post. I am wondering if this affects Android users as well. I cannot test it myself as my financial institutions are not yet supported in Canada. But I am really curious.

[MAMIL]

I encountered the same issue only after updating the OS on my Versa.  I had tried other suggestions without success.  I tested your method today and it worked (at a retailer I had used successfully pre updating the OS but which has not worked post OS update).  I have iPhone 8, and am with Commbank.  Thanks for the tip.

[Roop64]

I have the same issue, and I opened a case with FitBit support. I must say that they are NOT taking the issue at all seriously, given the scripted responses from the support team.

I appreciate the workaround, and I hope FitBit wakes up soon.

[ianebc]

I have just been sent a new Adidas iconic - the fitbit pay works when I first set it up and then will NOT work at the same store a few days later. I suspect a software issue but I have tried re-booting both watch and phone - did a reset on the watch and re-installed the cards - worked fine but now will not work at 2 stores. ??? any help out there?

[Marrrmaduke]

@ianebc have you tried @smau7's tip? It works. Close the Fitbit app on your phone, then reboot your ionic and try to pay. Do not open Fitbit app before payment is made.

[ianebc]

Hi - yes it did work last night after trying this fix but it appears you have to perform the fix every time after you log into the app - it would not work this morning. I wish I knew when it was going to work as you feel like an idiot waving your watch over the reader and it rejects it.

[smau7]

Hi @ianebc,

Yes, you have to apply the workaround every time if you open the FitBit app on your phone.It works every time.

In short: 

• Do NOT open Fitbit app before payment is made.
• And if you have opened your FitBit app on your Phone prior to any restart on your watch, then you will have to close the FitBit app on your phone and then commence a restart on your FitBit Watch.

So every time you open the FitBit app on your phone, and you want to use FitBit Pay on your watch to make a payment, you have to close the FitBit app on your phone and restart your watch.

This works every single time! Close the app on phone, restart watch, and make payment (without opening the app again on your iphone).

We hope that Fitbit reads this and fixes the bug.

[Roop64]

There appears to be a better workaround than the reboot approach.

I find that simply trying the transaction a second time has worked for me. I just go back to the Home screen on my Versa and bring the payment card a second time... and the transaction goes through.

[Marrrmaduke]

@SunsetRunner can you share the instructions?

[DelM]

Hello, I have a better solution!  

I was experiencing the exact same issue with Fitbit Pay, but found that the issue was being caused by my device lock setting (on the Fitbit app).  If my device lock is set to "Embedded for Fitbit Pay Only", then I get issues with my watch failing to register payments... However, when I changed this setting to "Enabled (Recommended)" the Fitbit pay works perfectly every time... 

Please give this a go and let me know if it works for you!

[Marrrmaduke]

@DelM Thanks for the tip! 👍🏻😊

[smau7]

Hi @DelM,

Thanks for post. I've actually had the Device Lock on "Enabled (Recommended)" selected right from the beginning after buying the watch. So the issue still happens for me. 😞

[DelM]

Oh, that's annoying... I thought I had the solution because it actually made the difference... Perhaps you can try to change to the "Embed for Fitbit Pay only", sync the device, then change back to "Enabled Recommended" and then re-sync... Not sure this will help but worth a try...