Mobile track appears linked to another device

[SunsetRunner]

In my fitbit has listed the Mobile track along with my blaze which is fine but underneith it states "mobile track is linked to another device". When I hit the 3 little buttons at the side of it all it says unpair but this only removes it from the app in my phone that I am using, which i dont want to do. I want keep the Mobile track and link it to the phone I am using. So how do I find out which mobile device the mobile track is linked to?

Anyone know how I can find out please as I have tried everything I can think of, from looking around in the app and going to my profile on the actual web page. 

Moderator Edit: Clarified subject

[RobertoME]

Hi there @SunsetRunner, welcome aboard to the Fitbit Community! I was reading your post and I saw you are having troubles with removing the additional MobileTrack entry from your tracker's list. Certainly is not a normal behavior since when you select the unpair option, it should remove only the Mobiletrack device you are selecting.

In this case when you see the note of "Linked to Another device" is because the Mobiletrack feature was established in a different mobile device.

So moving on, there is a new version of the Fitbit app that has started rolling out this week. So make sure to review your Google Play store if the update is available for you and install this new version. For more details review the following post: Android app version 2.65 is now available - 1/22.

Once you have installed the new version, proceed to log out from your Fitbit app and restart your phone. Once the phone has initialized, open the Fitbit app and log back in. As you have done before, go to your account tab and select again the three vertical dots from the left side to unpair the MobileTrack option with the note of "Linked to Another device".

I'm afraid there is not option to identify which mobile device is where it was enable the MobileTrack option. However If the issue persists I'm wondering if you have tried to remove all the MobileTrack options and re-enable again from scratch in the mobile device you are currently using? It might be a good workaround if you haven't try this yet.

Let me know how it goes. I'll be around if the issue persists.

[SunsetRunner]

Hi there @RobertoME thanks for your reply. The thing is I don't really want to lose the Mobile track but when I unpair it, it removes it totally from everything. When it does this there is no option to add it again to have it linked to the device I am currently using. I have had the fitbit app downloaded on various devices in the past but when I remove it from one it removes it from all the devices plus the phone I am currently using. Every device I have downloaded it on all. states the same thing. Just doesn't make sense to me. Surely when you change phones and uninstall the it should automatically be unlinked to that device! Shouldn't it? 

[RobertoME]

Hello @SunsetRunner, thanks for keeping me updated regarding your MobileTrack concern. I'm wondering which mobile device are you currently using?

Based on your last description you are correct by saying that when you moved from one mobile device to other, all the trackers should remain on the same account. However with MobileTack is different, since in the basic your phone becomes the tracker. Nonetheless for this is require the mobile phone is able to support this feature as not all the compatible devices are able to use this option.

In your scenario, I believe your previous phone is able to support this feature, reason why you are seeing the message that MobileTrack is linked to a different device. If I'm correct, your current phone might not be able to run this option, explaining why you can't enable this feature again after you removed the MobileTrack.

To review the options that your current device is able to support, please look your brand in our list of Compatible devices.

Hope this information helps and let me know if you have other questions.

[SunsetRunner]

Thanks for the info. It does looks like my current phone is not compatable with it being a Samsung A5, shame really as it would of come in handy at times when my watch is charging or when I have forgotten to put it back on. 

[AdriannaRodrigu]

I have the same issue. The last phone I had the linked tho mobile track was LG aristo which was 2 phones prior to my current one. My last phone (Alcatel fierce A30) never had the option but had a notification drawer which stayed on as long as my Bluetooth was on & connected to my Fitbit flex 2. Now it just today after 3 updates showed up on my current phone (Alcatel 7) saying it's linked to another device. Meanwhile I have no notification drawer & do not get my notifications all the time like text or call alerts. Really wish Alcatel was on the list.

[Osampaio · Accepted solution]

My new phone (Samsung S10+), is in the compatible list, but I can´t see it to reinstall , In S9+ ( my older one), worked very well. What is happening? NOT WORKING

[CityLion]

@SunsetRunner @Osampaio  there is no answer and that non-answer is flagged the best answer.  I'm guessing the phone lost connection to data, security used new addressing and the ancient mobile track tracking application as most often it does lost track. This bug is at least as old as 2016.

[CityLion]

Combatibility is not the issue. I have had his problem on compatible phones. I have it right now on a compatible phone.  @RobertoME 

[petitmiam]

I just spotted this on mine too, your post came up with a Google search.  I have had Fitbits for around ten years, and never once had an issue with this before, despite many phones, at least one of these (Samsung S5 incidentally) not on the compatibility list.  So disregard that list I say.  It worked absolutely fine.  When I stopped using a device it merely switched over.  I checked numerous times, and was getting data from it no problem when I’d left my Fitbit device at home.

FIX:

I simply removed the Mobile Track from my account.  Then I went to “add device” and added Mobile Track as a new device, exactly how I’d set it up to begin with.  It’s now paired normally with my (current) phone.

I had a problem when I got my new Fitbit Charge 4 to replace one that had bricked itself.  I had insufficient storage space remaining on my iPhone SE (original 2016 model) to fit the Fitbit app on it.  So I ended up  first setting up my new Fitbit on my Samsung tablet.  I can only surmise that this is how the issue started.  My old Charge 2 was paired to my iPhone, no problem at all, with mobile track also paired to that phone.

I’ve now been running the Fitbit app on my phone for a month or two at least since I stopped using it on the tablet, and actually removed the app from the tablet completely.  Not the first time I’ve run it on this phone though, until I got my Charge 4 I was connecting Fitbits to this phone.  I guess mobile track, which I mistakenly assumed was set to my phone, has been set up on my tablet the entire time since I first installed the app on it 6 months ago?  I don’t know, it doesn’t exactly say what device it’s tracking from.  I just know it was working fine all the time I’ve had it on a phone, no matter what phone, or if I changed phones like I have several times over the ten years while owning a Fitbit.  So I don’t know why it suddenly decided to do this now.

[RodrigoMFitbit]

@petitmiam Nice to see you again in the forums. Thanks for the explanation and the fix you found for this. This will definitely help other users. I can honestly say I had never seen this before. Glad it is sorted out when you set it up again. 

Have a nice day!

[CityLion]

From my experience the MobileTrack App runs open loop for a time and then attempts to reconnect anytime GPS, WiFi, or Bluetooth disconnect from any signal issue.  Mostly it re-estimates quickly and well on signal recovery and sometimes it locks up.  Occasionally tech support would say that even after the device MobileTrack was removed there was still an active process tied the account.  When that occurs there can be significant data loss for the tracked activity. There are many combinations to debug here.  Some run MobileTrack with a tracker tracking the same event.  Maybe the greatest shock is that is works well so often with all the open variables.

[Star55]

Worked perfectly.I went back to set up new device saw mobile track at the bottom of the screen. Set up the mobile track and it synced directly to my Fitbit charge 5. Thank you.