Versa Wallet unexpected error

[crushthefat]

Everytime on my Versa 3  i try to setup Wallet. When the module tries to register it, it goes back to the prior screen and displays “an unexpected error occurred. please try again later.” I’ve tried 2x in 24 hrs. with same result. I’ve tried enabling the device lock but get the same error. I  rebooted the phone and the watch then i got to the Device Lock screen and it asked me to change my pin but alas i never input it in the first place - no option to.

Sometimes accessing Device Lock will give me the same error.

Ive done an App Cache erase and even completed a total fitbit App reinstall with versa hard reset.

No Dice. I am wasting so much time. Am i missing something simple here?

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Can’t setup fitbit wallet. 

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i called, didn’t do twitter

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ok you didn’t reply. i called support for 1/2 hour and i was hustled off the phone without it being fixed. The agent kept offering solutions that i told her i already tried that failed, but she kept trying that approach. It’s very very simple: when i press the wallet icon and the start button it says registering then aborts with the error “ an unexpected error has occurred please try again later’

i need fitbit to take ownership of this problem and triage me to some competent help

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ok you didn’t reply. i called support for 1/2 hour and i was hustled off the phone without it being fixed. The agent kept offering solutions that i told her i already tried that failed, but she kept trying that approach. It’s very very simple: when i press the wallet icon and the start button it says registering then aborts with the error “ an unexpected error has occurred please try again later’

i need fitbit to take ownership of this problem and triage me to some competent help

[Odyssey13]

@crushthefat  I'm just a volunteer on the forums, one of many on the Community Council that help out.

try getting back with customer support.

here are the support contacts I've gleaned over the years on the forums.

when there is someone available, chat is an option. Phone or X/Twitter works well, too.

https://myhelp.fitbit.com/s/support?language=en_US 

Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[crushthefat]

And this was before i posted here today

[Odyssey13]

@crushthefatthere is no triage on these forums. You still need customer support at those links I provided.

[crushthefat]

NP thank you for your replies. How do I use twitter for support? I am not a big twitter user but willing to try.

[EstuardoFitbit]

Hi @crushthefat, a warm welcome to the community. @Odyssey13 Thank you so much for all your help, really appreciated. 

@crushthefat I really appreciate you taking the time to contact us about your issue with Fitbit Pay. My best recommendation is to continue speaking with support because you've already reached out to them. However, I notice that you are currently feeling a little frustrated, so I need to know a few things.

Make sure your Fitbit app and OS version are both current before continuing. This kind of issue can occasionally be brought on by an outdated version of any of those things. After you've checked twice, try setting up your Versa 3 as if it were brand new. The wallet may then be re-setup after that.

[crushthefat]

Hi thank you for answering and recognizing my frustration, and equally for remaining professional when it may have gotten out of hand. 

I’ve already reinstalled several times with updates and I keep getting the error. I go to setup fitbit wallet I page through 3 screens and press the “get started” button. It says “Registering” and then pops back to start page qu  the this error:

A couple of times instead of this error i got:

 I usually get the first.

No offense at all but you are advising me to repeat what i’ve done several times with same result. Yet if you still need me to do those steps again i will.

Ive tried setting up in different physical locations to see if there was a connection issue. No dice.

 

[EstuardoFitbit]

@crushthefat Thank you for your kind words, it is always a joy to assist our users. 

I want to try these further steps as the methods suggested above didn't work. Keep in mind that the Fitbit Online Dashboard will be used for this process:

• Open your profile 
• View the Account Settings button in the top right corner
• Select Versa 3
• Scroll down until you find Fitbit Pay
• Press on it and then on "Deactivate Fitbit Pay"
• Start the process to set up a card again from your Fitbit Mobile App. 

[crushthefat]

Hello, thank you for the link. It’s in Spanish though could you please post one in English?

Thank you 

[EstuardoFitbit]

Hi there @crushthefat, I apologize for the mistake. Here is the correct link to the English version. 

Just to complement the information, you can always change the language by clicking in the little flag at the bottom of the page.  

[crushthefat]

Still the same error message. Nothing has changed.

 

 

 

 

 

 

[EstuardoFitbit]

Hi @crushthefat,

Thanks for trying the steps suggested before. Let me tell you that we are currently working to resolve it and hope to have a fix soon. Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution.

I'm sorry for any trouble and I really appreciate your patience and look forward to getting you back on track.

Thanks for understanding.

[crushthefat]

would exchanging it for a new one solve the problem - is it hardware ?

[EstuardoFitbit]

Hi @crushthefat, thanks for getting back to us. 

Let me assure you that we are aware of the problem and are trying to find a solution. Since you have previously contacted our support staff, my best advise is to continue working with them to resolve this as soon as possible.

[crushthefat · Accepted solution]

Ok I found the solution!! I exchanged the new device for a newer one on Amazon and boom it works including fitbit wallet setup! I was able to add cards .

So by the looks of it it’s a hardware issue.

Pretty sure it has something to do with Device Lock pin. Don’t make it your phone lock pin — maybe that’s the answer?

[EstuardoFitbit]

Thanks @crushthefat, for sharing this update with us. 

It's great to hear you figured it out; like you indicated, it appears to be a hardware issue. I'm going to designate your post as the Best Answer to assist others who are experiencing the same issue.

If you have anything else you want to share, please do so.