Versa Fitbit pay not working

[SunsetRunner]

My first Versa developed a problem with one of the buttons.  It was promptly replaced by fitbit (1 week shipping).  Second Versa battery went dead in 20 hours.  They made me do a bunch of troubleshooting and replaced that one (1 week shipping).  Third Versa works great, with one exception.  Fitbit Pay is not working.  I get the check-mark as if the transaction goes thru, but on the terminal it says "Tap Error", or the screen doesn't change and it still asks for me to tap or swipe my card.

Going on 2 weeks and all support had me do was a factory reset, then verify there was a pass code.  Now they have gone silent.  When I call, I'm told the issue is escalated, and a phone rep cant help me.

I would appreciate any input from the Community. 

[Marrrmaduke]

@SunsetRunner My concern is this might be a hardware issue. Is NFC even working? You could probably install NFC tools/reader, but I believe your best option is to go through Customer Support. I am sorry, I couldn't be of more help.

[SunsetRunner]

I totally agree. My issue is that common sense says it’s a hardware issue, but it takes Fitbit customer support 3 weeks.

Sent from my iPad

[Beetree]

Did you ever get a response to this? I’m having the same exact issue. Gives me the green check mark then the actual credit card reader just sits there and asks me to scan tap or insert my card. My phone works every time. I just emailed customer service an hour ago so haven’t yet got a response. 

[RBakken]

I also have the same problem, as does my wife.

The terminal says "error reading card", and I get a green check mark on the fitbit.

Oddly, it's working for my Visa, but not my american express.

[Beetree]

The same terminal will take your visa but not your American Express? Otherwise it could be that the terminal doesn’t take fitbit pay? I know some places ONLY take Apple Pay. It has something to do with the technology. At least your getting an error. Mine is like the terminal has no knowledge of the watch but the watch says everything is fine and gives the green check mark.

[SunsetRunner]

Not sure about your question regarding Amex Vs Visa. All I have on my devices is Amex. But I will say the issues sound similar. Watch vibrates and gets a check. While the card reader says things like “card error” or “read error”.

Philip Kommer
iPhone. iTypos. iApologize.

[Marrrmaduke]

@RBakken @SunsetRunner @it's not your Fitbit. It's the terminal. Some won't take Amex tap, only insert. But, at the same time you can tap Visa or MasterCard. I have this issue all the time with my Google Pay and Amex. The store needs to update their terminal.

[SunsetRunner]

I have not. But here’s the thing. They got fed up with me calling everyday. So some manager decided to give me a full refund. I had to send in the bad versa along with the charger and bands. They sent me a check. I bought a brand new Versa SE. The Fitbit pay worked once. After that I had the same problem. After the holidays I plan on opening a new ticket and pursuing this further. 

[SunsetRunner]

Quick update. Almost 3 weeks after the issue was escalated to their top tier support. Still not getting a resolution. I called every day for an update. It became my morning coffee break. Support was sick of me and they offered a full refund. 

I sent back the versa and a check was sent to me. I purchased a new versa SE. Fitbit pay worked the first time. After that, the same issue returned. 

After the the holidays I plan on opening a new ticket and pursuing this further. 

[RBakken · Accepted solution]

@Marrrmaduke, I actually thought this as well - the issue there is that my android pay with Amex will work on the terminal, as well as my fitbit pay with Visa.

So there's some disconnect between Fitbit and Amex causing by fitbit pay to malfunction.

I spent some time with fitbit help, who basically just said "yeah, this should work, ask Amex".

[SunsetRunner]

Sounds like finger pointing. If it’s on the list of acceptable cards it should work. End of story 

[Marrrmaduke]

@RBakken Honestly, I would ask Amex as it is always a two-way street. At least it's not a hardware issue as your other cards work. I'm not surprised by 'disconnect' between Fitbit and Amex. The common denominator seems to be Amex in my case. Google Pay - Amex does not work, Google Pay - MasterCard does, Apple Pay - Amex works etc. Sometimes it's hard to memorize which Tim Hortons will take my Amex and which won't. Last time I had to call Amex to re-add my card. I was on the phone with them for 30 minutes being told all was ok. Only that it wasn't. And it had to be done over the phone as they had to clear some kind of error. 

[SunsetRunner]

Who were you on the phone with, Amex or Fitbit that had to clear the error?

[Marrrmaduke]

@SunsetRunner Amex, and it was Google Pay - Amex issue, but I am pretty sure at first you will hear all is good! eheh

[alioc]

The same issue with fitFit pay and Amex on my  Versa SE 😔.

My husband has Ionic and Fitbit pay works perfectly. My Versa SE only sends green check mark and nothing is going on.

We bought theses watches at the same time.

Also think that it's a hardware problem.

P.s. my Google pay with Amex works good, never got problem with payments

[Beetree]

This is exactly what's happening with me. Though it does only seem to be AMEX that's causing the issue. Other cards are working just fine. This makes me THINK its an AMEX issue, but when I call them they say everything is fine on their end.

[alioc]

Yeah, today added Visa card Bank of America. Payment was successful 😀.