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

[LizzyFitbit]

Hi everyone.

Thanks for your continued reports, and the steps you've tried so far. As mentioned before, our team is aware of this issue and while we don't have a time frame for the fix, please know we're keeping them informed of the impact this has had to all our members.

I apologize for this situation and appreciate your feedback. Please know I'll keep updating this thread as soon as I have more information from them.

[SunsetRunner]

@LizzyFitbit Below is the Android logcat of this error "Something went wrong.  Error connecting to the Sense 2.  Make sure it is close by and turned on" Can you report to your tech team?

E GPay    : Command executed failed, request:VERIFY_SE_REQUEST, error:DEVICE_UNREACHABLE, message:Cannot find the device with wireId:######C####C

I've changed the wireId above to protect privacy.  The issue appears to be that GPay (Google Wallet) is expecting a deviceId and Fitbit Sense 2 is either not presenting one or presenting something different.  This may be related to a protected NFC being locked to a previous user, if Fitbit is sending out refurbished units for warranty replacement.  If the NFC is locked, it cannot be used for another user unless unlocked with the original password.  Such would suggest warranty replacements are faulty hardware for the Google Wallet Feature.

[SunsetRunner]

The full log has been reviewed by artificial intelligence, ChatGPT, and is being referred to a 3rd party with expertise for verification.  Once confirmed... Well you get the idea.

[Ad-909]

"No time frame".... This is incredibly poor service

[NottaName]

A new app version was released today on android if any optimists would like to install it and test adding credit cards.  My google wallet works already so I can't test and report this update.  I assume that if the update fixes the problem then fitbit would be in here trying to calm everyone down.

[SunsetRunner]

The update didn't fix anything.  I think it's a protected NFC issue which may means no fix is coming.  Limited warranties for many will expire soon, perhaps they're running out the clock.

Before anyone ever thinks about ever buying a Pixel, remember Fitbit is Google and they did this to you.

[ChampDude]

Trouble with buying anything else is all competitor devices suck big time. Half a day battery, dodgy pay wallet systems that are nowhere near as good as Fitbit Pay was. And I have tried them all - every competitor out there. Google's way - if you can't beat competition, destroy them. Having Fitbit on the market with the 2 week battery life and a flawlessly working payments system was an inconvenience they could not handle, drastically different from what any other brand makes, unacceptable for all smart watch maker giants out there. And here we are - killing off the brand for being too good. Sad.

[NottaName]

Sense 2 is $300 US, Pixel Watch can be purchased for $300 US so it seems people are being encouraged towards the Pixel.  My opinion is that neither watch is worth that much for what they do (claimed to do). The Sense band is sweaty and uncomfortable, sensors are inaccurate, wallet doesn't work for a lot of people, and it would seem that keeping time accurately would be a basic feature for a watch but yesterday I was retrieved and removed from a property 40 minutes after closing by some irritated employees because my watch with automatic time updates was an hour off for some reason.  I mostly bought the Sense for payments and battery life, my credit cards work so I've been mostly happy after changing the band..until finding out yesterday that I can no longer trust timekeeping and thus alarms also.  I haven't purchased the Pixel but I assume since Google bought Fitbit that they want to have the same features except wallet might function better and I struggle to understand why anyone would want a watch with one day of battery life.

[Ad-909]

Made no difference here either.  Still cannot use Google Wallet..... Come on Google FFS!?!!

[SunsetRunner]

I just updated my phone.  Originally I was dead set on getting a pixel phone, but this whole experience changed my mind.  Back to Samsung.

Garmin has some good options.  Their pay solution has very limited card options, but the battery on some of those devices can last for days.  

[GaryME]

The latest update [v 3.82 (38251031)] I have was updated on May 18, 2023. It made no difference at all. I continue to get a message that reads, "This card can't be set up for tap to pay. Your bank doesn't support tap to pay with your watch on your card. Contact your bank for more info or add another card." 

I've had this problem with my new Sense 2 and have posted about the problems I have with Google Wallet several times previously. As I've stated before, I'm trying to add a card from a participating bank (Citi VISA). I contacted the bank and they were aware of no issues that would prevent their card from uploading in Google Wallet on a Fitbit Sense 2. My Sense 2 is not refurbished (I know some have theorized that the Google Wallet issue affects re-furbished Sense 2 watches) and I have contacted tech support on multiple occasions and followed their advice without resolution. Like others, I was told the issue would be escalated and that I would hear back from the advance team. I never heard back.

Since there is no suggested timeline for resolution, according to the Fitbit moderator, I want to know, from Fitbit, how they intend to compensate users who have purchased the Sense 2 with diminished functionality and with no real hope of resolution. Compensation should include all of our time wasted trying to fix a problem that we cannot fix.

I'll wait . . .

[terminus]

I just get "Something went wrong" instead.

[SunsetRunner]

Are you using a warranty replacement?

[terminus]

No, it's a brand new device that I got on Tuesday this week

[SunsetRunner]

No news for a long time!  Brutal.  Well, FitbitPay still works with a downgrade.  Have a look here on YouTube!

https://youtu.be/EBNDJ0nM5jA

[thirstycat]

I must not be fast enough to turn off bluetooth after the update downloads but before it installs... it always seems to manage to install the update... and then I'm right back where I started 😞

[SunsetRunner]

Once you kill Bluetooth as soon as it hits 100%, Fitbit Sense 2 will restart to install the update.  Just kill Bluetooth as best you can at 100%.  It will look like it's updating but it's not.  

I'll also note that for the purpose of the video I did use a new account.  Not sure if this makes a difference, but it's worth noting.

[SunsetRunner]

I'll be posting a video on how to fix the exercise app crashing, when synchronizing with your smartphone shortly.  In case anyone is interested!

----------

Here's the vid.  Enjoy!

https://youtu.be/w2mUgtbRqY0

[five8s]

Thanks @SunsetRunner, nice vid, unfortunately did not fix my issue.

[JALD321]

Well, I officially gave up yesterday and purchased the Galaxy Watch 5 Pro and so glad I did. Amazing watch and of course, pay by watch actually works. Will be seeking a full refund on the Sense 2 next week due to false advertising and zero support and followups from Fitbit. The worst customer support I've ever encountered. They're never going to fix this issue and really think you all should do the same and get a refund.

Good luck everyone 🙂