MobileTrack not appearing on Samsung Galaxy S10+

[ajhall]

I don't see my device.. Fitbit broke but I want to use my device until tracker comes help

Please walk me thru the steps

Thank you👍🏾

Moderator edit: updated subject for clarity

[LizzyFitbit]

Hi @ajhall, welcome on board. It's good that the community is growing!

Thanks for letting me know about your Fitbit. I'm sorry that it broke, and I'll help you with your inquiry. Just to clarify, do you refer to use the MobileTrack feature since you're not seeing your Fitbit device? If so, let me share that the Samsung Galaxy S10+ isn't yet a fully supported device, and this might be the reason why it's not showing up in the Fitbit app. While it may not always work, please verify the following steps:

1. Make sure the Fitbit app and the Android version in your phone are updated.
2. On your phone's settings, tap on Apps > Fitbit > Storage > Clear Cache.
3. Go back to the previous screen, tap on force stop and reboot your phone.
4. Open the Fitbit app, tap on the Account icon > setup a device.
5. At the bottom you'll see "MobileTrack". Select it and follow the onscreen instructions.

Once the process is completed, the MobileTrack will track basic activity data including steps, distance, and calories burned by using your phone's sensors.

Let me know how it goes. 

[ajhall]

Thanks, Fitbit care says that they don't yet support my device. I'm
returning the defective tracker today. I'll have to buy a new one.

[LZeeW]

@ajhall  @LizzyFitbit   Most Android phones do not support MobileTrack.  This is why MobileTrack does not appear on the menu to set up a device.

I came across an incorrect Fitbit compatibility page once that said the the S10 supported MobileTrack.  Like I said, this is an incorrect page.  I do not believe that any current Samsung phones support MobileTrack.

[LizzyFitbit]

Hi @ajhall, welcome back to the Forums. @LZeeW, thanks for stopping by. I'm sorry for my delayed response.

@ajhall, I'm sorry that your device didn't work correctly with your phone. I appreciate your feedback, and be sure that our team will continue working to add as many devices as they can in the list, based on the comments posted in the Community.

@LZeeW, thanks for bringing this to my attention. While there are some Android devices that not support MobileTrack, my next recommendation is to check the supported devices list to ensure that your phone will work with this feature.

Hope to see you around! 

[Kevin97]

My dad has an Galaxy s10. When he tries to set up a device, mobiletrack does not show.

[LizzyFitbit]

Hi @Kevin97. Welcome to the Community Forums.

Thanks for letting me know that your dad isn't able to setup MobileTrack. To work on this together, first make sure the Fitbit app is updated on his phone. Then, give a try to the following steps one more time:

1. Open the Fitbit app and tap on his profile's icon.
2. Tap on Setup a Device.
3. At the bottom you'll see an option saying either MobileTrack or Not Fitbit yet. Tap on that and follow the onscreen instructions.

If the issue persists, take a screenshot of what is displayed on the Fitbit app after going to the setup a device screen and attach it in your reply so I can take a deeper look.

I'll be looking forward to your response.

[krystan]

This is still broken, website says the s10+ is fully supported for mobile track yet it does not show as a device.

It did briefly but.  I removed it from my old phone and it won't now show back up on the s10+, this isn't really good enough and is a long line of software glitched that simply make me want to move away from Fitbit.

Has anyone solved this issue or is it a bug ? Or even a mistake on the website that says its compatible

All other devices show.

[ajhall]

Is not true, s10 not supported. Use sync my tracks app.

[krystan]

 sorry but this is from the compatibility website with 10+ selected

[LizzyFitbit]

Hi @krystan, welcome on board and thanks for the screenshot! @ajhall, I'm glad to see you here again.

@ajhall, as @krystan, the Samsung Galaxy S10+ is now part of our compatible devices list, meaning that the Fitbit app has been optimized to work flawlessly and you can now enjoy all the features.

About your inquiry, you should be able to set up MobileTrack in the Fitbit app. Just note that you can't use this function in addition to a Fitbit tracker. Meaning that there shouldn't be any tracker or watch paired to your account so the MobileTrack can appear in the set up screen. If you don't have a Fitbit linked in the Fitbit app and you're still having issues to add it, please take a screenshot of what is displayed on the Fitbit app to further investigate.

Let me know how everything goes!

[LZeeW]

@krystan   I want to help clarify what @LizzyFitbit said.  

Seeing it in print helps.

[krystan]

HI there @LizzyFitbit and others

Unfortunately, this advice has not helped.

To clarify the current position:

I used mobile on a galaxy s8, the s10+ says it's supported on Fitbit's website directly both in print and in the screenshot I submitted.

So the websites is not consistent, if this is indeed where you got this text and doesn't explain why I could use it with previous android devices in the galaxy range if your advice is correct. By the way they both run the same version of android also 🙂

I do have aria 2 scales paired but this should make little difference

For the record I also unpaired my flex2 (I didn't need to do this previously) and the option to pair a mobile tracker still doesn't appear. So unfortunately that hasn't solved My problem, I also cleared my data cache and reinstalled the app a couple of times

[LZeeW]

@LizzyFitbit   Many months ago, close to a year, I found a Fitbit site that was page after page of phone models and the supported features.  It had a layout like an Excel spreadsheet, but had Fitbit's logo and color scheme and was definitely a Fitbit site.  I searched with every possible keyword I can think of, but can't find it.  Have you or maybe @MattFitbit seen this?  In the past, I made a comment that almost no (modern) Samsung phones support MobileTrack.  That site is where I got my information.

[krystan]

I really do appreciate that here is thevlink you can use
https://fitbit.com/uk/devices simply select from the drop down menu,
Obviously my s8 was supported and my s10 plus initially showed it paired
then it vanished when I unpaired it from my s8. Fitbit main website says it
is supported

Select android, Samsung s10+

[Yariv]

I can't see the mobile tracker option under setup a device on an existing acct. But as a new user, Mobile Tracker shows up.

[MattyB475]

So if I forget my Fitbit at home, I have to unlinked it to my account to use mobile tracking? That makes no sense...

[MattyB475]

If this is the case, then I am definitely moving on from Fitbit and getting a Samsung watch, I know that will be compatible with my Samsung phone.

[JaneeL]

 

I am having the same problem and it's quite frustrating.  I recently upgraded from a Samsung galaxy S8 to an S10. My S8 used to track my steps on my phone app on days when I wasn't wearing my Ionic but I noticed that my S10 wasn't tracking my steps when not wearing my Ionic so I contacted Fitbit, they advised unpairing from MobileTrack and re-pairing but after doing so there's not even a MobileTrack option on the app, I'm not sure of the next step, if any, to solve this, any help would be greatly appreciated.

[Myval]

I also do not have the mobile track option. Samsung S10.

Cleared cache, uninstalled the app, rebooted, reinstalled. Mobile track is not an option in the device's list.