Issues with Google Wallet on Sense 2

[Sairamkanteti]

I can see many are facing issue with adding cards in Google wallet . The cards that supprt in mobile not supporting to setup in Watch 

It would be really helpful if there is any timelines to fix these bugs

Moderator Edit: Clarified subject and formatting

[infinidim]

@GaryME About a few years ago there were major issues with the original Sense. They reached out to some of us to to test new versions of the firmware. We reported a lot of issues during the testing which they fixed. Now the original Sense works well partly because of its customers testing and the commitment of Fitbit to make things work properly. I don't see this commitment from Fitbit now but there is still the commitment from it customers. 

[Rich_Laue]

This is a community board. Designed to be monitored by members of the community of fitbit users. Unless a post has been reported, we can not assume that fitbit employees have seen this. Even if they have, unless there is no response, they may not post. Most community boards work this way. 

Twitter is really the best way to get info on what issues, fitbit is aware of. 

However It really isn't that hard to contact fitbit when every page on this community board has a link. Tap in the top right of this page. 

Or look below and tap Help then scroll up. 

Or do a 5 second search with Google. 

 

[GaryME]

I've lost track of the number of times I've contacted the Live Chat technicians just in the past month-and-a-half and all just for issues associated with the Sense 2. I've been promised that my current issue was advanced to another team who would contact me by email. I never heard back. The chat technicians, while pleasant and professional, were only able to provide limited suggestions for issues that were clearly systemic and widespread.

I can't blame the technicians. They appeared, in most instances, to be following a protocol and they generally appeared to do their best to help.

My beef is that Fitbit did not follow through when I was told they would and that the company shows no signs of an interest in resolving the problem. I was given what seemed obvious to be scripted "fixes" to a problem and, after I followed the suggestions for my device and my phone and I contacted my bank, and wasted a lot of time, the problem is no where closer to resolved than when I began. 

[Rich_Laue]

Liz will only know what support tells her. Which probably will be what support told you. I don't see this on the list of known issues, but then again, some issues never make it into the list. 

[Desert-Walker]

Join the club, our stories are very similar.

[christyhi]

Hi experencing a similar issue in the Uk with my Santandar card....worked in fitbit pay(versa 2) works in google wallet on my phone  but google wallet fitbit app for my versa 4 and i can get to the verification stage and all it says is "call bank" and when i do they say they cannot help as there should be the option to receive a code via a text to activate card, I do not have this option just "call bank" so have be going round in circles trying to get my card working with this versa 4. Is this similar to what other people have been experiencing.

[infinidim]

We all appear to be having issues with Fitbit Google Wallet. They say that the cards work yet they don't - one of mine is Lloyds and they say it is a Fitbit issue and the other is JaJa and they say the same.

It's as if Fitbit do not care about their customers anymore. 

[JALD321]

@christyhi Yes, Fitbit finally confirmed that Google Wallet won't work on Sense 2 and Versa 4 until they can work out how to fix the issue. They also told me that they would jump on this page and formally notifiy everyone who have been needlessly trying to rectify the problem for over 6 months 😕 

[alangwell]

Well… Good to know they’re finally going to do something about it… However long that will take

[ChampDude]

I've contacted Google Wallet Support - since it's their product that's failing. You may be aware that Google have purchased FitBit. The sad news - that purchase appears to have been with intent of closing the company down. They don't give a toss about wallet not working. Google tech support resolution was - contact your bank to have your card `tokenized`, it's the banks fault. No fix coming. My bank in Australia has no idea what Google is on about.

[infinidim]

@jogger I have had the same discussion and both of them have no idea what Google was on about.

I have also got a case opened with Fitbit but I am not expecting any result from it. 

[Jh36]

Hi 

I gave fitbit sense 2 and tried to add all possible cards and nothing has worked so far. I either receive an error message or it says my bank doesn't support this for my watch. I am based in the UK

[infinidim]

@alangwell I had the same instructions and it didn't fix my two cards I want to add to the Sense 2.

Moderator please escalate this. @LizzyFitbit why haven't you replied to any of our concerns or any direct messages? 

-----------------------------------

Same here and was told it was escalated. Nothing 😡

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@JALD321 still nothing from Fitbit on the issue. I have a case open as well but only had a mail to tell me it is open.

It can't be that difficult to come and admit there is an issue and they are working on it. 

[ChampDude]

Fitbit are not planning to provide any fixes. Here is the response I received - and Yes I linked them to this thread to point out how many users affected:

"Thanks for letting us know about this issue. We’re aware of it, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products."

The issue is not with Fitbit - it's Google Wallet, and any watch brand that's using it. Unfortunately the only resolution is to move to a brand thats not using Google Walle. (I tried all otehr brands, they all suck compared to Fitbit, big time). You have a choice of Garming with Garmin Pay, Samsung with Samsung Pay and Apple Watch. Thats Fitbit's resolution.

[infinidim]

@ChampDude I got a totally different story yesterday. They told me that the issue was a combination of firmware on the Sense 2 and the app. They rolled out 3.77 of the app which fixes part of the issue but they also need to roll out a version of the firmware for the Sense 2 which is due to start happening next week. I got them to send me a copy of the chat as proof of what is happening. 

I really don't know what to think now. Everyone gets a different story from Fitbit support. I have a case open with them which I get them to put the latest story on it.

@LizzyFitbit when are you got to do your job as a moderator and tell us what you know. You don't even respond to direct messages these days, why? 

[GaryME]

Replying to @infinidim

That sounds like welcome news. Hearing that they're working on the firmware is a good sign of progress. I already have app version 3.77 so hopefully a firmware update will finally fix it. 

It sure would be nice, though, if some official word from a Fitbit representative could explain it all so we could all have confidence that we're being heard and that there is a commitment to fixing the problem with Google Wallet.

Now, if we could just dump Siri and replace it with Google Assistant.

[ChampDude]

Could you please post any quote from that support indicating their firmware updates are actually addressing the fact they stopped tokenizing cards at the time when switch to Google Wallet was made? And they not just releasing a bunch of random unrelated firmware updates? The reason we all stuck is Fitbit has previously tokenized cards as part of process to adding them to Fitbit Pay. That's no longer happening.

[infinidim]

This is what I have on the chat with Fitbit support -

Agent: Maria C.: I apologize for this issue, we have had issues with the Google wallet, but we are working for an update for the devices to resolve this issue. the idea is to start the update for the next week.
14:27:26 John H.: I was told on a previous chat it would be fixed in 3.77 but it wasn't
14:27:51 Agent: Maria C.: It was with the app that is in 3.77 but since the issue persists we will start for the updates for the devices.
14:28:37 John H.: wil it be an app update or a Sense 2 update?
14:28:54 Agent: Maria C.: An Update for the new devices.
14:29:42 John H.: My Sense 2 was bought before Christmas will I get it?
14:30:05 Agent: Maria C.: Yes, it will be for all the sense 2 and Versa 4.
14:30:34 John H.: understand, App or Sense 2 update?
14:30:59 Agent: Maria C.: Only an update for the Sense 2 and Versa 4

[ChampDude]

Mate, unfortunately nothing in this suggesting they are working on the lack of tokenization that they have decommissioned that part of functionality. I think the fault is largely on Google side and for Google to fix. But Google support is even worst - they plain told me to f off, twice the amount of times that Fitbit support did it...

[infinidim]

@ChampDude let's see what happens in the next couple of weeks.