Wallet tile disappearing from the app

[wizaard]

I have a Fitbit Versa with Fitbit Pay activated and working. However, the Wallet tile keeps disappearing and reappearing in the app for no reason. Any idea? Thank you

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @wizaard, I hope you're doing well, it's nice to see you around the Fitbit Community. 

I appreciate you have taken the time to report this situation to me and thanks for adding a screenshot to your post. Tell me, since when have you experienced this situation? Have you updated the Fitbit app or your Versa recently? Has the wallet app disappeared from the Versa as well? This information will be very helpful for me to check this further. 

Thanks for your patience and understanding, I'll be waiting to hear from you. 

[wizaard]

Hello @MarcoGFitbit, to answer your questions:

1. I have been using Fitbit Pay since 14.09.2018. It has been happening since then randomly - sometimes I do not see the tile there for half day, then I see it and so on.
2. Fitbit app in the phone is always up-to-date.
3. My Versa is still on the latest firmware, no update in the meantime.
4. Wallet app is still present in my Versa, I can also pay using Fitbit Pay even if the Wallet tile is not displayed in the mobile app.

[MarcoGFitbit]

Hello @wizaard, I hope you're doing well, thanks for taking the time to reply and provide me the information requested, I really appreciate it. 

At this moment I will forward the information provided to our team so they can take a better look at this situation. Once I have more information to share with you, I'll make sure to update this thread accordingly. 

Thanks again for your report, if there's anything else I can do for you or if there's anything else you might want to add, please feel free to reply. 

[Kickiett]

HI,

I'm experience exactly the same thing. It's so annoying. I bought the watch partly for to pay with and now when my bank finally has enrolled themselves, the app is missing! I've experience that is can be disappeared several weeks at the time. Please help me quick.

[MarcoGFitbit]

Hello @Kickiett, have a warm welcome to the Fitbit Community, it's great to have you on board. 

I appreciate you have taken the time to report this to us. Please note that if your country and bank are already included on Fitbit Pay, make sure the region on your phone matches the region on the Fitbit app, as any discrepancy might be the cause why the Wallet Tile is not showing up. 

Please go to your phone Settings > General > Language & Region > Region and then go to the Fitbit app > Account > Advanced Settings > Location and make sure both countries match. 

I hope this can be helpful, if there's anything else we can do for you, please feel free to reply. 

[Kickiett]

All that is already done. Nothing like that is the problem.

Also - all of a sudden, the wallet app in my Fitbit versa app, showed up a an hours ago. So I have been able to enroll my card 🙂 But still, I'am worried that it will disappear again. Since I'm working in a bank with development like this, and is worried about card customer experience - this ticket is still valid. 

Kind Regards

Kickiett

[MarcoGFitbit]

Hello @Kickiett, I hope you're doing well, thanks for taking the time to reply. 

I appreciate your participation in the Forums and for having taken the time to let us know the Wallet Tile is now showing up in the Versa, I'm very glad. If this situation happens again, please reply to us immediately so we can check this further. Hopefully, this will not be necessary. 

Thanks for your patience and understanding, please keep us updated!