We Have Answers

Purchasing Questions

Is this a one-time or recurring payment?

All of our clockfaces sold with k-pay are one-time payments with 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 this happens you can unlock your clockface again for free here.

We hope Fitbit will fix this problem with their SDK soon to allow us to make the user experience better for our customers. Feel free to vote for this issue to be solved faster here.

I already paid, why am I charged a second time?

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.

When this happens 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.

I cannot remember which clockfaces were in the bundle I purchased and I cannot find an e-mail about this

If you also cannot find the purchase success e-mail in your spam folder, you can lookup your complete purchase history here.

I entered the 5-digit code on the purchase page and it tells me that code is unknown or already used

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.

It shows the message "This app requires the 'Internet' permission to be granted". How do I fix this?

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.

The clockface shows the message "This clockface cannot be installed on your device. Your device is not connected."

This can have a few causes. It is possible your Bluetooth is off, so your iPhone is not connected with your Fitbit. Make sure your Fitbit is connected to your phone by following the instructions here.

Another possibility is that your Fitbit is not on the latest OS. Follow the instructions here on Fitbit's website to update your Fitbit on the latest OS. (You will see a pink band to initiate Fitbit's update.)

How can I find what I have already purchased in the past?

You can lookup your complete purchase history here.

Make sure you check your spam folder, if you think you may have missed an email.

I am trying to unlock an app I already bought and it tells me I haven't purchased it yet.

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 then the one you actually purchased.

Please double check that the name of the clockface 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 k-pay at help@k-pay.io 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.

I never received an email with my purchase

First check to see if your purchase success e-mail is in your spam folder.

You can resend your email or view your purchases here.

I bought a bundle, how can I install the other clockfaces/apps in the bundle?

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 in the bundle with a download button next to each one of them. Use that download button to go to the App Gallery to install the clockface on your Fitbit.

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 app!

Clockface Questions

How do I change my clockface's background color?
How do I change my Fitbit's 24/12 time format?

Follow the steps here to update your Fitbit's time format.

Did you design the clockfaces?

Yep, all of the clockfaces are original and designed and coded by the developer. Hope you like them.

I sketch all of my animals on an iPad Pro with an Apple Pencil, vector them in Illustrator, and then color and texture them in Photoshop.

I use Visual Code and Fitbit Studio to code the clockface application.

You can follow all of the animals I design on Instagram here.

Have more questions?

Send us an email here. We would be happy to help you.

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