MobileTrack not working on Galaxy s9

[eagle1007]

I recently had to get a replacement s9 because my old one broke, and while I'm at work i use the mobiltrack feature, because my job doesn't allow me to wear my fitbit at work.  I know it works on the s9, but for the life of me i can't get it to work.  I've unpaired and reinstalled the mobiltrack morev times then i can count.  I've restarted my phone more time's then i can count,  I've even Uninstalled the fitbit app several times.  And i don't know what else to do to get it to work. 

I have checked my permissions and everything is enabled and i know my pedometer works because I've turned on the Samsung health tracker to make sure it does work.  

Thank you for your help

Moderator Edit: Clarified subject

[SilviaFitbit]

@eagle1007 It's nice to see you in the Fitbit Community. Thank you for the detailed information shared. 

I appreciate the troubleshooting tried prior to posting. MobileTrack lets you use the Fitbit app without a Fitbit device by using your phone's sensors to track basic activity data including steps, distance, and calories burned. MobileTrack does not track floors, sleep, or active minutes.

In order to provide you with the properly troubleshooting, provide me with as many details as possible by answering the following questions:

Does MobileTrack don't count your steps when you wear your phone? Is it just tracking some data? 

Learn more about MobileTrack on this article. 

Looking forward to hearing back from you. 

[eagle1007]

 

 

It won't track any stats at all

[SilviaFitbit]

@eagle1007 Thank you for the screenshots attached. 

In this case please clear the cache of the Fitbit app, restart your phone and set up MobileTrack again. 

Let me know how it goes. 

[eagle1007]

No steps where tracked for the 2 hours I was only running that

[SilviaFitbit]

@eagle1007 Thank you for getting back. In this case, I've shared your post with our Support team and someone will contact you as soon as possible. 

Have a great week. 

[JulioA]

After removing and reinstalling FitBit app several times it still doesn't sync Mobiletrack on my Samsung S9 with Fitbit.

Today I found the reason why, after unpairing and pairing Mobiletrack on FitBit app, I get a pop-up window asking me to join Premium with monthly or yearly options.

Is this how FitBit works? Forcing their customers to sign up and pay Premium to be able to use these functions?

Kind of a bad move from your company.

[SilviaFitbit]

@JulioA Welcome to the Fitbit Community. Thanks for the details mentioned and the troubleshooting performed prior to posting. 

There's no need to sign up for Fitbit Premium in order to use the Fitbit app. May I know if you're getting any error message when trying to sync MobileTrack? When did it stop syncing to your app?

Hope this helps. 

[JulioA]

Hello and thank you for replying. 

I started to have these synchronisation problems since about three weeks ago. 

Samsung S9 running last android update same with FitBit App. Before when using only the phone, would sync the steps with FitBit App then update on my Versa 2 watch. Now if I use just the phone, steps won't sync with FitBit App/Versa 2 watch.

No pop-up error messages, when I tried a few times clearing cache, data, removing the app and installing it again, enable permissions, etc;. I still have the same problem. Mobiletrack is enabled, wifi, Bluetooth enabled. But won't sync/update the steps on my FitBit App and Versa 2 watch done using only the phone. 

The only pop-up I get is after reinstalling the App, after add Mobiletrack it's a window with an option to sign up for premium with monthly or annual payment options. I do have the option to decline that, but it stop synchronisation the steps between App and mobiletrack since this pop-up showed up every time I reinstall the app.

[SilviaFitbit]

@JulioA Thank you for getting back. I appreciate that you shared detailed information on what you're experiencing. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

Hope this helps.