Fitbit Pay Customer FAQ’s

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    What is Fitbit Pay?

    Fitbit Pay is a secure and easy-to-use payment service available via certain wearable Fitbit devices that can be used to pay in stores wherever Contactless payments are accepted; just look for the Contactless symbol In-store.

     

    It enables the use of eligible cards through applicable Fitbit devices by leveraging existing Near Field Communication (NFC) technology to make payments.

     

    Users can manage and add AIB cards via the Fitbit device and app.

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    Which devices are compatible with Fitbit Pay?

    Product:

     

    • Fitbit Ionic

    • Fitbit Versa

    • Fitbit Charge 3 (Only available on special editions)

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    Do I need a mobile data or Wi-Fi connection to use Fitbit?

    Mobile data or Wi-Fi connection is not required for making transactions using Fitbit Pay. You will need a mobile data or Wi-Fi to set up a card on the wearable Fitbit device and to receive transaction notifications.

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    How do I know if my Fitbit device is NFC enabled?

    All compatible Fitbit watches are automatically NFC enabled.

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    Which cards can I use with Fitbit Pay?

    • Visa Debit Personal and Business

    • Personal Credit Cards (Visa Only)

     

    AIB Visa Corporate and Business Credit Cards are not currently supported.

     

    AIB MasterCard’s are not included.

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    How do I add my card to Fitbit Pay?

    Set Up

     

    Using the Fitbit App on iOS, Android or Windows, complete the following steps to add your AIB card to Fitbit Pay:

     

    1) Open the Fitbit Pay app on your iPhone, Android or Windows phone to enter your card information in the Fitbit Pay wallet. Locate this wallet by tapping the picture of your device in the top left corner of the screen.

     

    2) Open the wallet. Fitbit security will require you to enter your PIN/fingerprint in order to access the wallet. You can then add a card by selecting the ‘+’ symbol in the top left hand corner. Do this by entering card number, expiry date and CVC, press NEXT and then follow the on-screen instructions.

     

    3) Read and confirm if you are happy to accept the Digital Wallet Terms and Conditions.

     

    4) Complete the following verification steps. Once this is complete and the bank confirms the card it appears in your wallet.

     

    i. If your mobile number is registered with AIB you will be prompted to verify using a One-Time Passcode sent by text message. You then enter this Passcode into the Fitbit Wallet to verify the card and add it to your device.

     

    ii. If you’re mobile number is NOT registered with AIB you will be prompted to verify by calling our Customer Support team. You will receive a push notification on your phone when the Customer Support team have verified your card.

     

    5) Sync and Complete. The app syncs to your Fitbit Ionic, Versa or Charge 3 (Only available on special editions) device and the card is now displayed on-screen on your wrist and ready to use. AIB will send you a confirmation SMS after the card has been successfully added to your device.

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    I have been promoted for a one-time passcode. What is this and why is it required?

    To ensure the security of your card, we send a one-time passcode to you by text message. You will verify your identity by entering this code in the appropriate field.

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    If the card account has an Authorised User, where will the one-time passcode be sent?

    The one-time passcode will always be sent to the primary cardholder or, for business debit cards, the account owner.

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    I have not yet completed the verification process, can I return to complete it?

    Yes you can return to the Wallet to complete your set up by:

     

    1. Open the Wallet App

    2. Tap your card

    3. Choose your verification method

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    How do I use Fitbit Pay?

    Enter your 4 digit pin once in the morning and it stays for 24 hours or until you remove the Fitbit Device.

     

    For all transaction values*, press and hold the button on the left side of your Fitbit device until your card appears onscreen. Now move your Fitbit device close to the contactless terminal until you see a checkmark. Your device should vibrate to confirm the transactions has been made.

     

    *Fitbit Pay transactions above €30 may not be supported by some merchant terminals.

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    Where can I use Fitbit Pay?

    In-Store

     

    You can use Fitbit Pay wherever Contactless payments are accepted; just look for the Contactless or Fitbit Pay symbol.

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    Will the card image in Fitbit Pay match my Physical card?

    The card image may not be an exact match. Keep in mind this doesn’t affect how your cards work with Fitbit Pay.

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    How many transactions appear on the Fitbit device?

    You will receive an immediate notification after each transaction made using Fitbit Pay when connected to mobile data or Wi-Fi. When you open the card in the Wallet, you will only see the latest transaction made. When you navigate to the transaction tab (tap on your card in the Wallet to display) you will see your last three transactions. Transaction history is not available to view on the Fitbit Watches.

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    Are there fees or charges for using Fitbit Pay?

    In-Store: As with existing AIB Contactless fees and charges, the account transaction fee is waived for all Contactless transactions until further notice. For non-euro Contactless transactions the Point of Sale Currency Conversion Fee of 1.75% of euro value will apply.

     

    For more information on fees and charges for your account type please review “A Guide to Fees and Charges for Personal Accounts” or “Business Fees and Charges” for Business Accounts.

     

    For more information on the Currency Conversion fees please view our “Schedule of International Transaction Charges”.

     

    Mobile network provider charges may apply depending on your data plan.

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    Is Fitbit Pay safe to use?

    Yes. When you shop at a merchant, Fitbit Pay doesn't send your actual credit or debit card number with your payment. Instead a virtual account number is used to represent your account information - so your card details stay safe. The Pin needs to be entered every 24 hours when on your wrist. The Pin is required again if device leaves your wrist.

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    What should I do if my card is lost or stolen?

    If your card is lost or stolen, please contact us immediately on 1800 24 22 27 (+ 353 1 269 5022), 24 hours a day. Your physical card will be blocked and a new card will be sent to you.

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    If my card is lost or stolen, can I still use Fitbit Pay on my device?

    Credit cards: Once reported to AIB as lost or stolen, your card details will be automatically updated and you can continue to use Fitbit Pay on your device whilst your new card is sent to you.

     

    Debit cards: Once reported to AIB as lost or stolen, Fitbit Pay will be updated when you receive your new debit card.

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    What should I do if my Fitbit Watch is lost or stolen?

    If your device is lost/stolen, please contact us immediately on 1800 24 22 27 (+ 353 1 269 5022), 24 hours a day. There is also an option to suspend or remove your card from Fitbit Pay using the Fitbit app on your mobile device.

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    How do I remove a card from Fitbit Pay?

    Fitbit Pay

    • Go to pass details

    • Tap ‘Info’ tab

    • Tap ‘Remove Card’

     

    From Settings

    • Open Settings

    • Tap ‘Wallet & Fitbit Pay’

    • Tap card to be removed

    • Tap ‘Remove Card’

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    Can I temporarily block my card from my Fitbit device?

    Yes you can temporarily suspend your Card.

     

    If you have misplaced your Fitbit Ionic, Versa and Charge 3 (Only in special editions) you can temporarily suspend your card for peace of mind. When the Fitbit device has been recovered, you can unsuspend the card just as easily.

     

    You can also call us on 1800 24 22 27 (+ 353 1 269 5022) to request that we remove your cards from Fitbit Pay.

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    How do I choose which card I want to make payment with?

    The first card you add to Fitbit Pay becomes your default payment card and will remain so unless you change it.

     

    To change your default card:

     

    Fitbit Watch: Use single button hold for 1 second and when your default card appears, swipe up or down to choose another card. You need to use the Fitbit app to change your default card. Hold your watch near the reader to pay.

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    Can I use multiple cards with Fitbit Pay?

    You can add up to six compatible cards on any device.

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    What happens when I replace or update my device?

    If you replace or update your device, you will need to add your card(s) to Fitbit Pay again.

     

    Please ensure that you remove your card(s) from any device before selling, exchanging, or disposing of it. You should also remove your card if you temporarily provide your device to someone else; for example if you need it repaired.

     

    You can remove a card from Fitbit Pay at any time. Using the Fitbit app tap on the credit card you'd like to delete. Tap on ‘Remove Card’ — you'll need to scroll down to the bottom.

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    How does Fitbit Pay differ to contactless on a card?

    Fitbit pay enables Contactless transactions on your Fitbit device instead of your physical card.

     

    While Contactless payments on your physical debit card are subject to a €30 threshold per transaction, Fitbit Pay will allow transactions over €30*, provided the available balance or credit limit exists. The Pin needs to be entered every 24 hours when on your wrist. The Pin is required again if device leaves your wrist.

     

    * Fitbit Pay transactions above €30 may not be supported on some merchant terminals.

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    How do I Keep my device and card details secure?

    • Never leave your device unattended.

    • Use appropriate security on your device such as passcode.

    • Change your device passcode immediately if you suspect anyone else knows it.

    • Please be aware of unsolicited messages asking you to reveal any personal or financial information, to allow access to your devices or to install software.

    • Contact us as soon as possible if you suspect any unauthorised use of your device, if it is lost/stolen, or if you think your details have been compromised.

    • Make sure your contact details are up to date with AIB so we can get in touch with you quickly should we need to.

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    What if I am having a problem making a Fitbit Pay payment?

    There could be a number of reasons for this:

     

    • There may be insufficient funds or credit limit available to make the transaction

     

    • The payment is over €30

    • Some merchants may not support Fitbit Pay transactions above €30 on their terminals.

     

    • The merchant does not accept Contactless payments

    • Not all retailers accept contactless payments yet. Please use another payment method such as your AIB debit or credit card with Chip and PIN authorisation.

     

    • If you do any of the following on your Fitbit device, all cards in the Wallet will be deleted:

    •  - Erase All Content & Settings

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    What should I do if I still have questions or need assistance with Fitbit Pay?

    Call us on + 3531 2695022 for Debit Card or +353 1 6685500 for Credit Card queries.

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