Unable to link Greenlight/Google Wallet

[chelming]

I was able to link a Greenlight card for one kid, but kids 2 & 3 it just keeps going to "Can't connect to the Fitbit Ace LTE.” The watch is on wrist, has a lock code, is unlocked, and receiving messages, calls, location tracking. 

I opened a ticket with the wallet team but they just said "not our problem."

Any ideas?

Solution:

The Google Wallet app was blocked in Family Link.

[Acetheriver]

Hello and welcome to the Fitbit community!

Would you be able to verify the following for me?

- Check that all three watches are on the same software version.
- Send feedback via the Ace app (top right profile icon and then 'Send feedback)
- Can you try to contact Fitbit Ace LTE support instead at g.co/fitbitace/contact. (You most likely will get a better response there. If not, reply back on this thread and I'll try to get someone on it as soon as possible!)

Let me know if this helps!

[chelming]

Thanks! They're all on the same May update version. I did a chat with the Ace LTE support and they said they'd escalate to a product team via email but I didn't get an email confirming that soooo we'll see, I guess! 😅

[chelming]

lol why'd this get marked as answered? I don't have an answer yet on how to resolve it 😂

[chelming]

@Acetheriver support just told me that Greenlight isn't a supported bank 🤦‍♀

Hello Chris,

Thanks for reaching out to the Fitbit Ace LTE Customer Care Team.

I just wanted to make a follow up with you as we review your case. It seems that your debit card that you want to add to your Fitbit Ace LTE Watch is not listed to our Supported debit or credit card.

5-3299000036995

[Acetheriver · Accepted solution]

Oh no! I am sorry to hear you got that response. I know you are getting a lot of mixed answers and it might get confusing but we are going to be on top of this. 

I want to definitely confirm that your debit card is fully supported and I have the engineering team reviewing this.

Could you give this a try? Check if Wallet is disabled in Family Link for the two children? Here is the article for steps to check. If so, could you please unblock. I'd also like you to try again by ensuring that the Wallet app is open on the watch during the setup (top side button, then tap on the Wallet icon).

[chelming]

It was blocked and that was the issue 😭

I swear I didn't block it but who knows at this point. Is there any way to have a message to verify that the app isn't blocked so other people don't run into the same issue?

Thanks for the help!

[Acetheriver]

Glad we were able to find the issue! I would recommend adding feedback through the app so we can track how many users run into this issue.

I'll also try to bring it up to the team to see what they can do and feel free to reach out if you run into any other issues!

[minijgmom]

Thanks for posting here. I had the same problem. Had forgotten I had blocked Google Wallet on Family Link awhile ago (before kiddo had Fitbit Ace LTE). Unblocking Google Wallet and restarting the Ace LTE allowed me to finally link Greenlight! 

[The_real_kate]

I ran into this issue as well. What Greenlight doesn't make obvious is that you have to have the debit in hand and activated before you can finish the setup. Once I got the cards, it was easy to finish setup. 

[chelming]

I'm not sure that's true? All three of my kids watches were active and working before we got the physical cards

[The_real_kate]

I reached out to greenlight customer service when I couldn't get it
connected and that's what they told me. Just got the cards today and
completed the set up no problem.