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.

[smau7]

Hi @DelM, will try that and see. Hopefully it will resolve. FitBit really needs to do something about this. 

[Dfresh13]

It's crazy when u pay $100+ for something and u gotta do this workaround. ..... 

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@smau7 wrote:

Hi @DelM, will try that and see. Hopefully it will resolve. FitBit really needs to do something about this. 

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[SunsetRunner]

Hello, I'm on android and having issues too, it has to presented at the terminal 3 times before payment goes through. 

Temporarily I'll try the fix previously mentioned but I hope Fitbit sorts this issue asap for us all. 

[SunsetRunner]

6 months after and this was still not fixed? Mobile payments are not worth if they don't work 100% of the time, specially in a device priced at 200€/$.

[SunsetRunner]

I can confirm that this problem still exists and a restart completely solves it UNTIL you sync back to the app.

EDIT: A normal sync seems to not affect the problem, except if you change the clockface.

[Erica35]

I am having the SAME issue with my Versa, and android. I have tried all recommended troubleshooting, with no luck. Has anyone actually gotten Fitbit technical support to give an actual remedy for this? Why in the heck has this been an issue for so long without a fix/update?! $200+ for a device that offers the one thing I need most... and it's not working properly! 

[SunsetRunner]

The only way I've got it working although I don't bother much now, is to clear everything that's open on the phone then do a hard reset of the watch by pressing all the buttons at the same time and then wait until the start up icon comes on log in etc and then it works every time. Admittedly it is a lit of messing around just to get it to work.

Hope this helps..

[Ozzie52]

I have the same problem, I'm going to try your solution (I already called the VISA Helpdesk, tweeted Fitbit support, no answer yet, called the retailer, thought it was an NFC issue)….

[Wilbors757]

I'm an Android user and I'm having the same issue.  Sounds like a bug that Fitbit needs to fix. Shouldn't have to use a workaround for this feature. 

[Karleeputt]

Thanks, i'll give this a crack.

I used my watch to pay for everything over the weekend cos I couldnt find my wallet. Used it maybe 5 times, all good as usual. Went to use it for dinner a few hours later and same thing with it not working all of a sudden. Also there was no error msg on the watch, I actually got the green tick after the double vibrate to say payment was successful. I then tried it

in coles (where it always works) and same thing happened.

Only had error msgs come up on the card machines, mine said error and to check phone, there was nothing though.

Lucky I was with a friend cos she had to pay for my dinner.

Hope it works cos I still can't find my wallet amongst all the christmas decorations and prezzies haha.

Thanks again.