Wallet app not working on Sense

[IAmCapstone]

Hello!

I've spoken via phone with Fitbit support bun never received a call back or any resolution.  Moved from Ionic to Sense.  Tried to set up wallet and it appeared successful but card readers wouldn't work with the Sense (various errors).  These are the same cards (Amex) that worked successfully with the wallet on the Ionic.  I'd like to have the Sense working the same way.  I've factory reset the Sense, deleted the card from the wallet, updated everything and reinstalled the cards with no success.  Help!

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @IAmCapstone. Welcome to the Community.

Thanks for getting in touch with our Support team, and for every step tried prior to posting. I'm sorry the wallet app isn't working and to look into this, may I know the model of your phone? What is the error message that you're getting when using the Wallet app? If possible, please take a picture of the errors and attach it to your reply. You can do this by following the steps in this post. These details will help me to further investigate on my end.

See you around.

[chriskan]

Funny. I was just about to post about the same thing. Also using an AMEX card. Added it to wallet fine. However, whenever I try to use it it doesn't get accepted. The two grocery stores I've tried it at failed. On the vending machine at work, I keep getting bad scan on the vending machine card reader but me Sense vibrates and I see a check mark indicating the it thinks the scan was fine (Samsung Pay using my phone and the same card works fine, do I know the reader is fine). If I use the app to review charges in my wallet, under Recent Transactions, I see "No transactions". Any ideas? I'm willing to do additional debugging if needed. I already tried rebooting my Sense, and deleting and adding the card back to my wallet. My Sense is running the latest released firmware, 44.128.5.49. Everything else on the Sense seems to work fine. Just can't get Fitbit pay to work.

[IAmCapstone]

Thanks for the reply!

Currently my phone is a Pixel 5 running Android 11.  My Fitbit App on my phone is Ver. 3.45.1 and my Sense is running 44.128.5.49.

The most recent error on the reader said, "The chip card cannot be read. Please insert card".  I've also seen, "Card not authorized". I have a photo of the most recent one if you would like to see it.

As mentioned, I've reset the Sense, deleted it and the wallet from the phone and reinstalled from scratch. With the exact same results. And my Ionic was working fine with this phone and these cards until I decommissioned it due to the battery life.

[LizzyFitbit · Accepted solution]

Hi @chriskan. Welcome on board. @IAmCapstone It's good to see you again.

Thanks for sharing more details, as well as your efforts while troubleshooting your Sense. @IAmCapstone Thank you also for trying to share a picture in your reply. I understand how you're feeling about not having your card working on your watches and because this shouldn't be happening, I went ahead to investigate this situation. I noticed this issue was reported to our team and should have been resolved by Amex. Because you have Android phones, even though you've done it before, please try the following steps one last time:

1. Open the Fitbit app, tap your profile picture > Sense > Wallet.
2. Tap your card and then Remove Card.
3. On your phone's settings, tap Apps > Fitbit > Storage > Clear Cache.
4. Go back one screen, tap Force Stop and reboot your phone.
5. Open the Fitbit app and add your card one more time.
6. Tap Today at the bottom of the Fitbit app and pull down on the screen to force a manual sync. Try making a payment with your watch.

[slgrant]

I had the same issue and following your fix I was able to add my Revolut card. 

[IAmCapstone]

LizzyFitbit, thank you!  Just was able to try and it worked as expected!  Greatly appreciated!

[LizzyFitbit]

@slgrant Welcome to the Community. @IAmCapstone I hope you're doing well.

You're welcome, and thanks for trying the steps suggested above. I'm glad you were able to add and use your cards on your Sense, and I hope you keep enjoying the Fitbit experience. In case you have some spare time, let me invite you to visit our Health & Wellness board where you can meet more people, and find great tips to live a healthy lifestyle.

Have a good one! 😊