MobileTrack error message and steps not syncing to challenges

[SunsetRunner]

Hi all,

I have an Android phone and am using the MobileTrack option on the app since I don't have a Fitbit device yet. I've found 2 issues so far that I haven't been able to figure out. I've tried uninstalling and reinstalling multiple times, and restart my phone in between each, and have checked my connections as best as I could as I read about in other posts.

1. The app tracks my steps and I can see them on the app's Dashboard, but they don't show up in Challenges I'm participating in (I can see other peoples' steps, though. My steps just show up as 0).

2. I get a "Fitbit Sync Device Service - Last Synced: Unavailable" or "Fitbit Sync Service - Last Sync: Null" notification on my phone on a regular basis, so don't know why if my connections seem good.

If anybody has any insight, I'd appreciate the help.

Thanks,

oceandude80

Moderator edit: Clarified subject

[LanuzaFitbit]

Welcome to the Forums @SunsetRunner.

Thanks for bringing this up. I'd like to take a closer look at what is going on.

To better understand the situation I'd like to ask you some questions:

• What phone is it that you are using?
• Could you share some screenshots of the syncing message that you get and from the challenges?

As for the challenges, please keep in mind that only steps that were tracked by a Fitbit device, or MobileTrack as is the case in here, will count towards steps. That means that any steps that were manually logged as an activity will not sync to your challenges. It is also important to mention that the challenge begins and ends in the challenge owner's time zone, so if you're in a different time zone than the challenge owner, you may notice that your challenge leaderboard stats do not always match your dashboard stats.

Look forward to your reply. Let me know if you have any further questions.

[SunsetRunner]

Sure thing, thank you for responding. The phone I'm using is a Motorola e5. I've attached some screenshots here of (1) the device showing the steps I had on Saturday from my Dashboard, and (2) the Weekend Warrior competition with no steps shown for me, but steps shown for my competitor. I'm doing a Workweek Hustle right now, and the same thing is happening; I have steps on my Dashboard, but none showing up in the competition window.

Regarding the sync notification, I haven't had it come on since the weekend, but it's just a push notification on my phone with the same verbage I posted about before. I can try and post a screenshot later when I see it again if that would help.

[SunsetRunner]

@LanuzaFitbit, while doing some additional digging, I found your posted reply last December to the "Syncing with Moto E5" discussion. I guess the issues I'm seeing stem from my phone not being compatible. With my phone not being compatible, I have 3 follow-up questions:

1. Do you know if it's a resolvable issue for steps to still show up on the Dashboard but not in challenges, or do the "symptoms" of having an incompatible phone differ from phone to phone? i.e. I'm wondering if the issue I'm having would be outside the incompatibility factor and something I could still fix.

2. Same question above, but for trying to connect with Humana's Go365 app (I've been unsuccessful with this as well).

3. If I were to get an actual Fitbit device, do you know if this also would not function?

[LanuzaFitbit]

Hello @SunsetRunner.

Thanks for sharing that screenshot and those other details. I apologize for the delay in my response.

From what you have mentioned it doesn't appear like this is related to the phone itself. 

We’re aware of this issue happening to other users, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products.

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please let us know if you have any other questions.