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MobileTrack does not work on Android devices in conjunction with a wearable device- data is erased

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‎10-26-2018 11:33

‎10-26-2018 11:33

I have a fitbit charge 2 and also installed MobileTrack as a backup on my Samsung Galaxy s9.  when I did this, I was not issued a warning of any kind.  Mostly it's irrelevant, because I religiously wear my tracker.  Data is important to me.  This weekend for the first time I relied on the Mobile Tracker.  It did an excellent job-- until I synced after two days.  At that time all my Mobile data was erased.  I  was mad.  I posted on the Fitbit forum.  The help desk did all sorts of insulting things- asking me to force stop my app, asking me to screenshot my OS, and more.  After FIVE DAYS they sent me to an obscure link that says Mobile Track doesn't work with Android unless it is used alone- not with a tracker. 

 

I am SO ANGRY.  First- why did it take the help desk 5 days and countless documentation to arrive at this answer.  And second- if Mobile Track doesn't work on Android devices in conjunction with a wearable device, WHY IS IT EVEN OFFERED?  Android users should not be able to turn on MobileTracker if they have also registered another device.  The fact that this feature is offered implies that it works.  Period.  I am incredibly disgusted to have lost my data due to the horrific user experience. Fitbit needs to fix this NOW.  

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‎10-26-2018 17:40

‎10-26-2018 17:40

@Lempi wrote:

I have a fitbit charge 2 and also installed MobileTrack as a backup on my Samsung Galaxy s9.  when I did this, I was not issued a warning of any kind.  Mostly it's irrelevant, because I religiously wear my tracker.  Data is important to me.  This weekend for the first time I relied on the Mobile Tracker.  It did an excellent job-- until I synced after two days.  At that time all my Mobile data was erased. 

 

@Lempi, did you also have this problem with the iOS app, as posted here:

https://community.fitbit.com/t5/iOS-App/Mobile-Track-Steps-Lost-Once-Fitbit-Sync/m-p/3029528/highlig...

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‎11-04-2018 19:40

In response to USAF-Larry

‎11-04-2018 19:40

No, Larry. And when I sent  screenshots of my device (a Samsung Galaxy S9) it did not trigger an AHA! moment with the support community. It was only after I laid out the case and offered additional proof via MyFitnessPal and GoogleFit that someone even gave me anything but a non-answer.

 

I posted in the section that showed this as a persistent problem that Fitbit has not addressed.

 

Why does Fitbit allow Android users to install MobileTrack when a wearable device is already registered?  If it doesn't work, it shouldn't be an option, period. At minimum a big warning of the consequences should be known.

 

At present rhe narrative implies that you can use the MobileTrack feature when you're not using your mobile device. There is no warning that as soon as you sync, Fitbit will obliterate  your MobileTrack data.

 

It's garbage software.

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