Unfortunately Fitbit does not allow us to recognize you again after (re)installing an app or clockface, so our system will think you are a new customer when that happens, and will ask you to pay again.
Luckily you can unlock your clockface again for free here.
Just enter the code it is showing you and the e-mail address you used for the original purchase and you will be up and running again in no time.
We hope Fitbit will fix this problem with their SDK soon and allow us to make the user experience better for our customers. Feel free to vote for this issue to be solved faster here.
We do not send you a 5-digit code in your email, and you do not need a code to switch to another clockface.
Instead, you first install the new clockface or app you want and then wait for it to ask you to pay again.
As soon as that happens you can unlock it again for free by going to https://kzl.io/unlock using the code it shows you on the watch at that moment.
If for some reason it does not ask you to pay again, that isn't a problem and you can just use the clockface as is, the functionality is exactly the same before and after unlocking.
These messages are shown because you are using a paid app or clockface of which the trial has expired.
If you do not want to pay for the app or clockface, remove the app, or install another clockface from the appstore, and the messages will automatically stop.
How to remove an app: https://help.fitbit.com/articles/en_US/Help_article/2224#remove
How to change clockface: https://help.fitbit.com/articles/en_US/Help_article/2311
All clockfaces and apps clearly mention in their description if they are paid or not, so it should not be hard to find a free one instead.
How to recognize a paid app or clockface: https://help.fitbit.com/articles/en_US/Help_article/2224#free
All the apps and clockfaces sold with K·pay are one time payments for a lifetime license.
However, because Fitbit does not give us the means to recognize you after you remove and reinstall an app or clockface, it will ask for payment again if you ever remove and reinstall it.
When that happens you can unlock it again for free by going to https://kzl.io/unlock
When you install an app or clockface you can choose certain permissions, one of those is the "internet" permission. It cannot work without that permission.
The easiest way to fix this for an app or clockface that doesn't have it, is install another clockface first, then install the one you want again. As soon as you install it, a small screen will popup up which allows you to choose all permissions you grant to this clockface, best is to check them all (but certainly the internet permission).
After you re-installed, and the trial (if any) ends, it will ask you to pay again. You can then unlock it for free here.
Each code is valid for one hour. This probably means your code is expired. Normally it should refresh automatically after an hour, but the Fitbit watches have some connection issues which sometimes cause the watch being unable to reach our server, and the new code is never displayed. We hope Fitbit will solve these problems soon so we can offer a better user experience.
For now the solution is to make the clockface restart, which will force a new code to be loaded and displayed.
You can do this by swiping up to the today screen, then backing out of it again till you are in the clockface again. This will cause a clockface restart. In case that does not work, you can also shutdown and restart your watch.
We have made a special page where you can lookup your complete purchase history here.
After your purchase, we sent you an e-mail containing more information about what you purchased.
If you purchased a bundle, the e-mail will show all clockfaces/apps in the bundle with a download button next to each one of them.
Use that download button to go to the appstore and install the clockface/app on your watch.
If you cannot find the e-mail anymore, you can perform a lookup of all your purchases at https://k-pay.io/lookup
Note: These download links only work if you use them on the phone or tablet on which you have installed the Fitbit or Pebble app!
If the download button does not take you to the appstore, this probably means the developer has not correctly configured the appstore link in his account. You can contact the developer and ask him/her to fix this, or you can use the search functionality in the appstore to find the app/clockface instead.
If you also cannot find the purchase success e-mail in your spam folder, you can lookup your complete purchase history here.
This can have a few causes. It is possible you made a typo in your e-mail address when you purchased the app, so now our system cannot find your license.
Another possibility is that you are trying to unlock another clockface/app then the one you actually purchased.
Please double check that the name of the clockface/app you are trying to unlock is exactly the same as the name in the purchase success mail you got after purchasing (some names are confusingly similar unfortunately).
If you are very sure you have the correct app, please contact the K·pay helpdesk using the contact form at the bottom of the FAQ page with the following information:
- send the PayPal InvoiceID, you can find that on the PayPal receipt you got after purchasing, it starts with REF followed by 6 digits.
- If you paid with creditcard instead, send the first 6 and last 4 digits of your creditcard number (do not send the complete number!).
This will allow them to find your purchase and check why the unlock is not working.
Please also send along the 5-digit purchase code it tells you to enter. This allows them to double check which app is asking for payment.
The clockface/app will automatically show you the code when the trial ends, at that time you can use that code to purchase it at https://kzl.io/code or unlock it at https://kzl.io/unlock if you already paid for it before.
Until that happens you don't have to do anything.
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