Adding cards to wallet for FitBit Pay on Sense 2 consistently fails with "unexpected error"

[MeesterJim]

I've been having this issue for around a month. I cannot add any cards to FitbitPay. When I click on Wallet i get the error "An error has occurred. Please try again later". This appears to be happening since I transitioned my account from Fitbit to Google (also seeing this occurring in other posts).

App is 4.04 on Android 14 (Pixel Fold). Sense2 Firmware: 60.20001.194.86

I have raised a support ticket but no response for 2 weeks (escalated to a higher level team but still no guidance or update). The last guidance was to make sure v4.06 is installed which isn't available for me in the Play app store. I tried hard resetting the Sense 2 but now I have an empty wallet and am unable to add cards. 

Guidance or similar reports would be gratefully received.Thanks in advance... Jim

[Rich_Laue]

Interesting, when I added may cards, I was given the option to add my current cards to the Google pay, but when I added a card, I had to add through Fitbit pay. 

I'm assuming you are using the Google wallet and not Fitbit wallet. (not sure if this is still an option) 

What country are you in @MeesterJim

My android app is at 4.04(110006463)

[MeesterJim]

Update. Things have changed after the update of the app to 4.08. now I no longer receive the error message but I get a screen prompting me to switch to Google wallet. When I tap the "Not Now" button i get thrown back to the screen with the wallet tile. If I do it again and tap not now again then I get a message saying "fitbit app keeps stopping" with options to stop or wait. So progress but still no way to operate the Fitbit pay wallet option.

[Hsieh]

I have exactly the same issue with you. 

Not sure if it happens on newer Android only (because I changed from Pixel 5 to Pixel 8 then it happened)

[Fittybittyman]

I have the exact problem.

[MeesterJim]

Update: After contacting support again I received the following reply from Fitbit Support:

Fitbit Support:

We've reviewed your case, and since you moved your account to Google, it will switch the Wallet feature to Google Wallet. It is not possible to switch back to Fitbit Pay.

To continue using the service, you must use a supported bank card, see Banks supporting Google Wallet.

We appreciate your efforts and patience in this matter, and we apologize for any inconvenience that this may have caused you.

Thanks for being a Fitbit customer. If you have additional questions about your Fitbit device or services, visit help.fitbit.com.

This is pretty disappointing because it appears there was an undocumented requirement to move away from Fitbit pay when migrating to a Google account. This essentially removes functionality because Amex cards are not supported in Google Wallet on Fitbit… That’s a pretty big undocumented implication of moving to a Google account. Also worth noting that Fitbit are still advertising Fitbit Pay on the Sense 2 without any mention of the fact that that it requires you to stay on a Fitbit account, with that option going away soon.

Disappointing…

[CandaceHollis12]

Hi my name is Rene  how are you??

[alexthecat]

@CandaceHollis12 do you have a question about your Fitbit that we can help you with? 

[MeesterJim]

Update: Fitbit app now updated to 4.10. I can now get into Fitbit Pay wallet and have successfully added my Visa cards! (Contrary to guidance from support!). Incidentally, it looks like the Fitbit pay wallet has received a facelift...

When I try to add an AMEX card it gives a error stating that there is an "invalid entry". The address details are identical to the Visa cards so I suspect this is either due to the Amex card number being 1 character shorter than other cards or the CVV being 1 character longer than other cards. Will report this to support and report back.

[Rich_Laue]

@MeesterJim see this thread which answers your question