App crashing when trying to enter credit card

[SunsetRunner]

When first linking a credit card to my Charge 4 on my I-phone 6, I got as far as verifying my card - which I then had issues with caused by not having my bank's correct App installed - but having solved this my Fit Bit App now crashes everytime I am asked for my fingerprint after pressing Wallet in the App.

I have uninstalled and reinstalled App and unpaired and repaired devices, blue tooth on and off and switched phone on and off etc. etc. but App continues to crash... is there an inbuilt security device stopping me from getting to the next step now that I have tried so many times in one day?

Update:

When first linking a credit card to my Charge 4 on my I-phone 6, I got as far as verifying my card - which I then had issues with caused by not having my bank's correct App installed - but having solved this my Fit Bit App now crashes everytime I am asked for my fingerprint after pressing Wallet in the App. The on screen message is  "Touch ID for "Fitbit" Fitbit requires Touch ID or passcode authentication to secure your digital wallet." Then when I use the Touch ID it crashes - evrytime.

I have uninstalled and reinstalled App and unpaired and repaired devices, blue tooth on and off and switched phone on and off etc. etc. but App continues to crash. How can this be solved? 

Moderator edit: merged replies

[LiliyaFitbit]

Welcome to the Fitbit Community, @SunsetRunner.

I appreciate your participation in the Forums and sharing that the app crashes every time you're asked for your fingerprint after pressing Wallet in the App. Thanks for trying to resolve this, I appreciate the additional details and I am here to help. I understand your concern and would like to confirm your iOS version in order to investigate this further.

You can find more information about Fitbit Pay at What should I know about Fitbit Pay?

Looking forward to your response. 

[SunsetRunner]

IOS 12.4.7

Thanks

Sent from my iPhone

[LiliyaFitbit]

Hi @SunsetRunner , thank you for your reply.

Thank you for confirming your iOS version. I would like to advise that this issue has been reported to our team and they are already investigating it and looking for a resolution. Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution. I am sorry for any trouble. I appreciate your patience and look forward to getting you back on track. 

Meanwhile, I would like to confirm if you're able to update your phone's OS to an OS above 13?

Looking forward to hearing back from you.

[SunsetRunner]

Thanks again - no, the IOS is as upto date as it can be according to the Settings information.

I have tried everything, even reset phone completely & reinstalled App tens of times & blue tooth on and off & re setting up device but all to no avail. I even opened a new Fit Bit account is the new email I use, but again - it didn’t work... I press wallet, get a message that fit bit needs fingerprint ID or passcode, then I touch & it crashes... the very first time I got as far as verification, but now nothing.

I need to please solve or return Charge 4 as the pay facility is important to me. Thanks again for helping out, I hope it is fixable as I worry now that even with a brand new Fit Bit I would still get the same issue - the Charge 4 itself seems to work fine.

Appreciate your assistance.
Graham

Sent from my iPhone

Moderator edit: personal info removed

[LiliyaFitbit]

Thank you for your reply, @SunsetRunner.

I appreciate your efforts, thank you for confirming that your iOS is up to date. Our team is currently working on this issue affecting iOS users on OS 12 family, but I unfortunately don't have a timeline when it will be resolved. I apologize for this inconvenience.  

I totally understand how you are feeling as this feature is important to you. Fitbit has a 45-day return policy, so anything purchased directly from Fitbit can be returned for a refund for any reason within 45 days of shipment. If you've purchased from a retailer, you'll need to return your product directly to the retailer, following their return process. This is generally printed on your receipt, though you can also find it on the retailer's website. You can read our full return policy on our website here.

I'll be around if you have any questions. 

[SunsetRunner]

I understand from this that effectively it would be pointless returning the Charge 4 as with a replacement I could expect the same issue. ie. the problem is a software one between IOS 12 and the Fitbit App & it will either be fixed by Fitbit with an App update or Apple with an IOS update neither of which we know when will happen?

Thanks again,
Graham

Sent from my iPhone

[LiliyaFitbit]

Thank you for your response, @SunsetRunner.

Since the issue is due to the OS version, it's possible that you'll experience the same issue with another device. I am sorry for the trouble. Your patience and understanding while this is resolved is appreciated. While I don't have a time frame when this issue will be fixed, I recommend to keep the app up-to-date as the updates come with new features and bug fixes.

Let me know if you have any questions.