Sense won’t accept supported card into wallet

[Fluffypants09]

Hi. Bought my sense a couple of days ago. Loaded my debit card into wallet just fine - Macquarie bank debit MasterCard on the approved list. Used my watch to pay for something later in the day no probs. Then I get a msg from Fitbit the next day or so saying your card has been removed from wallet please load another one. Tried to reload the card many times and I see this msg

that says my card is not supported - clearly it is since I’d just loaded it on earlier and used the watch in store. I have rebooted the watch and my phone iPhone 8 several times and signed out and back in to the Fitbit app several times. Am now massively frustrated. Any suggestions? Thx

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @Fluffypants09. Welcome to the Community Forums.

Thanks for sharing detailed information about your Sense and for the troubleshooting steps tried prior to posting. I'm sorry that you're going through this experience and let me give you a hand with this situation. I've double checked and indeed the Macquarie Bank appears in the supported banks list. I'd recommend to reconnect your watch to your account by doing the following:

1. Remove the Sense from the Bluetooth settings.
2. Force quit the Fitbit app.
3. Restart your watch one more time.
4. Open the Fitbit app and tap your Profile Picture > Set Up a Device.
5. Select your Sense and follow the onscreen instructions.
6. Once the process is completed, try adding your card to the wallet.

Let me know how it goes.

[Fluffypants09]

Thankyou so much for your reply. After my post I ended up contacting the bank directly and they felt it was an issue at their end which they would investigate. They never replied to my email to say the matter was resolved however after waiting a couple of days I found I was able to successfully load my card into wallet once again. So thank you again for taking the time to provide your thoughts and the issue is now resolved 😁

[LizzyFitbit]

Hi @Fluffypants09. It's good to see you here in the forums.

You're very welcome. Thanks to you for keeping me posted and for your efforts while working on this. I'm glad that you were able to get your card into the wallet and now you can continue enjoying the experience with your Sense. By the way, let me invite you to visit our Health & Wellness board where you can share your experiences, meet people and create new topics.

Catch you later! 😊

[Awesome.tiff20]

Hey i bought a fitbit sense a week ago and ive trying to use the wallet. When i try to add my card to the wallet it tells me that my card doesnt support it but what im using is United Southern Bank debit(Visa) card which the list tells me that it supports it. Plz help me for what i can do to fix this its very frustrating!

[LizzyFitbit]

Welcome on board, @Awesome.tiff20.

Thanks for letting me know that your card is from a supported bank. I understand how frustrating this can be and appreciate your efforts while working on this matter. Just to double check with you, have you tried contacting your bank to see if there are any restrictions on the card? In case there are restrictions, they'll be able to help you out so you can try setting up Fitbit Pay one more time on your Sense.

On the other hand, if the issue persists even after trying the steps shared in my previous post, my best advice is to get in touch with our Support team so they can investigate what may be occurring. They're available via chat and phone, please click here to get connected with them.

[HeavynLyDivine]

I was able to add my card to the wallet on my Sense but when I try to use it in stores, it does not work. Are there certain stores that accepts payment from sense wallet? 

[LizzyFitbit]

Hi @HeavynLyDivine. Welcome to the Community.

Thanks for the details, I'm glad you were able to add your card. Let me share that you should be able to pay with your Sense in any store that accepts contactless payment. Because this isn't the case, may I know if you've had the same issue in different stores? What is the error message displayed on your Sense?

In the meantime and if you haven't done so, restart your watch to refresh its performance, open the Fitbit app, pull down on the screen to force a manual sync and try using your watch in your next purchase to see how it goes.

[HeavynLyDivine]

I haven't tried using it recently but I will try again and if that don't work I will restart my watch and attempt again.

Thank you

[LizzyFitbit]

@HeavynLyDivine It's good to see you here.

You're welcome, thanks to you for getting back. Given this situation, please try the suggestions shared above and monitor your Sense's behavior. If by any chance the issue persists, don't hesitate to let me know. I'll be happy to continue helping you.