This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Garmin Pay isn't working anymore, after a software update (I'm pretty sure of that)

I've had my Venu Sq for less than 6 months. I used to be able to use Garmin Pay to pay for my groceries. Somewhere last week, it stopped working. In my supermarket, it's fairly common to pay with NFC. I tried: deleting the card in Connect and adding it back, restarting my phone, restarting my watch, deleting the cache files of the Connect app, resetting default settings on the watch (and adding the card again), and nothing seemed to work. The terminal says: "Kaart geweigerd. Lees chip, magneetstrip of andere kaart", which basically says: "Card declined. Read chip, magnetstripe or other card". Our bank cards are Maestro cards here, in the Netherlands, and I've added my bank card as Maestro. I have contacted my bank, they saw my card is successfully connected to Garmin Pay, and said it might be my NFC chip being damaged. Great for them to blame it on my NFC chip, but I've been so careful with my watch, that it can't be damaged, that's pretty much impossible. 

After I had that software update on my watch last week, this issue started. 

I'm not looking forward to have to send my watch back to the store I bought it from, to get a new one, because I'm careful with my watch. I went on Reddit and another Dutch person also has this issue with her Venu Sq. She got it in January, and has never been able to use it. She's with a different bank. 

  • Hi Isabella,

    Not sure if you've read the message about expectation setting but I guess someone at Garmin has seen it.

    It has gone quit after that question. Can you shed some light on progress? many thanks

  • Hi all! This case has been escalated and for anyone who has not been in contact with us,  I am trying to determine a few things in regards to the Garmin Pay not working for you. Can you reply to this thread with the following:

    Have you verified that your bank supports Garmin Pay by checking this link Garmin Pay

    Have you contacted your bank to see if everything has been verified?

    What bank are you using? 

    What is the exact error you are getting?

    Have you tried deleting the wallet and re adding then power cycling both watch and phone and pairing the device back?

    Thank you all for helping me with any more additional information you can provide. 

  • Hi,

    We're with ABN AMRO,

    -good to know the set up has worked perfectly before

    -bank cannot help has the cards are correct registrated (also in the online banking wearables portal)

    -error is that the card is refused or message invalid card

    -multiple efforts erasing the whole wallet from watch and garmin  connect. de-registering in the banking portal, powercycling the watch does not help.

    -please not I have also a forerunner 945 with the same setup and there is no problem there.

  • Have you verified that your bank supports Garmin Pay
    Yes, I'm using BNP Paribas Fortis and Hello Bank

    Have you contacted your bank to see if everything has been verified?
    Yes, i have spoken to support for over 30 minutes to check everything and they assured me that everything is linked up correctly.

    What bank are you using? 
    BNP Paribas Fortis and Hello Bank

    What is the exact error you are getting?
    Card not authorized/invalid

    Have you tried deleting the wallet and re adding then power cycling both watch and phone and pairing the device back?
    Yes, twice.

    Please solve this issue asap, this is one of the reasons i went for this watch and now it doesn't work. Utterly dissappointing, especially since i already emailed with garmin support and they said this case was escalated, while you're asking the same questions all over again here.

  • This case has been escalated. But there are other users who have not been in contact with us. I would like to get there information as well. The more information we have the better. 

  • Ok, nice to know, but i'm done with this problem. I contacted support in the Netherlands, to provide me with a solution. I have no faith in a quick solution, by a software update after today's inquiry for more information. I want to be happy with my purchase, but every day it takes extra to solve the issue, makes me more disappointed.

  • I understand your frustration, I  would like to reiterate that this has been escalated. My post was for anyone who has not been in contact with us. I apologize, I was not clear about that. 

  • The problem is that we keep reading that this is escalated but our question on timelines is ignored. Most users probably are not aware of the forum so the information you have (and as it is escalated) should give you enough to go by. Garmin could start by giving us a work around (re-load previous software version). Solving this should not be too hard (coming from software myself)...it's just a matter of priority setting...and clearly some Dutch users having payment issues is not the highest priority. I'll give it another few weeks and then return the watch because it is faulty.  please note that for more and more people this will become the only viable option as the standard product warranty her in NL expires after 1 year and dealing with retailers is not something we are looking forward to. 

  • Same problem, bought the sq music last week.

    Have you verified that your bank supports Garmin Pay

    Yes, abn-amro.

    Have you contacted your bank to see if everything has been verified?

    Yes

    What bank are you using?

    ABN AMRO

    What is the exact error you are getting?

    'card declined, read magnetic stripe'

    Have you tried deleting the wallet and re adding then power cycling both watch and phone and pairing the device back?

    Yes, multiple times

    If this problem does nog resolves within 24 hours or garmin e-mails / contacts me, I will return my product. Pricey for a non-working device.