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MobileTrack linked to another device and will not unpair

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‎04-06-2020 02:56

‎04-06-2020 02:56

Morning all,

 

Today I pre-ordered the Charge 4. I downloaded the app on my Samsung S10+ to get my account and everything set up so I can use my phone before the tracker releases. 

 

First off, MobileTrack was not showing at all on the app. After I followed the 'Clear Cache', 'Force Restart' and 'Reboot' advice, MobileTrack began automatically showing on my account but claims to be 'Linked To Another Device'. I set my account up today, so I am struggling to determine what other device that might be...

 

When I try to 'Unpair' nothing happens. I go back into the devices list and MobileTrack is still listed as 'linked to another device'. 

 

I would like some support to understand how to resolve this issue, as I am now questioning whether to withdraw my Charge 4 pre-order in the event that I am unable to unpair the MobileTrack device from my account when I receive the tracker. 

 

Many thanks in advance for your help,

Sam

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‎04-24-2020 19:52

‎04-24-2020 19:52

Hi @SamRHills, welcome to the Community Forums! Sorry for the delay in responding.

 

Thanks for bringing this to our attention and for the details that were shared in your post, your effort troubleshooting this situation before posting is appreciated, seems odd that you're unable to unpair MobileTrack from your account. If you haven't already done so, I recommend you to follow the next steps and then try again to unpair MobileTrack. Keep in mind that if you do not have any Fitbit device paired in your account, you'll not be able to unpair such feature:

 

  1. Force quit the Fitbit app.
  2. Uninstall the app from your mobile device.
  3. Make sure that the Android version is up to date.
  4. Reboot your mobile device.
  5. Reinstall the Fitbit app.
  6. Login using your account credentials.

 

Let me know how it goes and if you have any additional questions.  

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