Unable to setup Wallet/device lock on Sense

[Mbo666]

Hello,

Bought my Fitbit sense yesterday, and wanted to set up wallet/device lock and ran in the famous "Error Registering sense with Fitbit Pay wallet. Invalid Tracker Trust Payload... GrizzlyBer::ParsingError"

Have been searching and trying to solve for hours... For some the new firmware worked. Others needed to get a replacement.. others worked with some factory reset,..

I did not have it solved, and I tried already with Galaxy J7, S7 and Tablet S4 and all failed.

As there were remarks from Fitbit community moderators that problem is know, and being worked on (with even first posts back in 2018...) I would like to know from the moderators themselves: Is there now a definitive solution available? Or do I "simply" need to get a replacement? Is the problem rather on the fitbit side, or on the app side?...

Moderator Edit: Clarified subject

[WilsonFitbit]

Hello @Mbo666 Welcome to the Community Forums! Thank you for the troubleshooting steps you've tried prior to posting! 

Our Support Team confirmed that you have reached out to them and they have provided assistance. As you were told on the last email from our team, they will consult this to our higher level of support. If you have questions about the outcome, I suggest you to reply to the email they sent to you. 

Have a nice day! 

[Mbo666]

I accidentally marked as best answer.. but can't change that again, can you remove the flag as moderator?

Still waiting for reply from support, and until now not solved.

If no answer within my return period solving the issue, i might need to return and ask for replacement... not the best for all parties involved, so hope to have answer soon

[WilsonFitbit]

@Mbo666 I've removed the flag as best answer. 

I also got in contact with Support Team and they informed that your case is still under review. Please keep an eye on your inbox since they will be contacting you soon with more information. 

Have a great day! 

[Mbo666]

I cant reply anymore to the post as reply bytton is greyed out.

Support is giving a headache, and not really reading past communications or
trying to help.

I am escalating. Please help at least giving some decent feedback

[WilsonFitbit]

@Mbo666 If you refer to the button for the phone number to contact Customer support, it might be grayed out due to the operations hours are from Monday - Friday, from 4:00 AM - 9:00 PM PT. 

But I was informed that our support team sent an email to you yesterday and they are aware that you already replied. Please note that they will continue working on your case and they will get back to you once they have more details. Thanks for your patience! 

Have a wonderful weekend! 

[Mbo666 · Accepted solution]

For all people having the same issue:

- Support could not help, and not really understanding or helping (even they say it is)

- Just return, and get a new one. Fixed!

[WilsonFitbit]

@Mbo666 I am very sorry for the experience and thank you very much for taking the time to provide your feedback! 

Every feedback shared in the forums never goes unnoticed and yours won't be the exception as it'll help us to evaluate our procedures to improve our devices, services and overall environment. 

I've contacted Customer Support and they should send a reply soon. Please keep an eye on your inbox. 

See you around. 

[caghca]

Has this issue been resolved? I just got a sense and it is having the same problem

[WilsonFitbit]

Hello @caghca. Welcome to the community forums. 

I'd like to let you know that inconveniences with Fitbit Pay or the Fitbit Wallet can be resolved after following the steps here: What should I know about Fitbit Pay? 

If it persists, please provide a screenshot or picture showing the specific error you receive. To learn about how to attach a screenshot or an image, please check here. 

I look forward to your response.  

[caghca]

Thank you for your response, I actually got it working. Just had to "reset" everything! Thank you again 😊

[WilsonFitbit]

@caghca Thanks for your response. 

I also appreciate your help in resolving the inconvenience and I'm glad to hear that everything is now working! 

Have a great day!

[MadyG]

Hi moderator

i am also facing same issue. Strangely, Wallet feature was working on my Fitbit sense but one fine day stopped working. Tried to remove the sense from app and paired again, but no use.

can someone help?

thanks

mady

[MadyG]

Issue got fixed. Reset the Fitbit by pressing button for 10 seconds. After that try to use  wallet feature!

Thanks for great support from support team over chat!