MobileTrack not working on Samsung Galaxy S10+

[cbrooker27]

I've tried the suggestion to clear cache and restart the phone.  Even removed my aria from my account so I have no devices setup in the app. Still mobile track is not an option for my phone.  Site says it is supported . Please help

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @cbrooker27, welcome to the Community Forums! 

Thanks for bringing this to my attention and for troubleshooting your device prior to posting. Just as mentioned in your post, the Samsung Galaxy S10+ mobile device is indeed supported with our products and services  That said, if you check this compatibility page, you'll find that your mobile device support MobileTrack as well. Therefore, please try the following troubleshooting steps and let me know how it goes:

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.

Keep me posted.

[cbrooker27]

Followed the instructions. Still no option to use the phone as a tracker.

[CWCMama]

Same here. Still is not showing up when I go to set up a new device. Since my zip stopped working finally and I don't like any of the new devices.. Mobile track was my go to before I got my new phone months ago. 

Please fix this Samsung device specific defect.

[RicardoFitbit]

Hello again, it's a pleasure to continue providing assistance! Sorry for the delayed reply. Your update is appreciated @cbrooker27 and welcome aboard @CWCMama.

@cbrooker27 Seems odd that even after trying the troubleshooting steps from my previous post you're still experiencing such difficulties. Can you please send me a screenshot of the devices that are shown?

@CWCMama Thanks for your feedback and bringing this to my attention. To move forward, can you please let me know if the steps from my previous post were already tried? If so, please send me a screenshot of this issue.

I'll be around. 

[CWCMama]

 it used to give the mobile track option at the bottom. It does not give this option with the S10+. Steps listed out do not resolve issue.

[mattptodd]

After extensive settings and zoom adjustments the problem is using a pop up at the bottom of the selection and not having mobile track in the options built into the page itself.

simple fix I think. Just make it a choice.

[mattptodd]

I just solved it. I used accessibility and told it to stop animations. And sure enough, mobile tracker is the last option and not a pop up animation.  You’re welcome, I’ll take my troubleshooter fee in tens and twenties hahahahahaha 

or a new Fitbit 🙂 

[mattptodd]

Dang it. I spoke too soon. It only works for setting up a new account. 

Now I’m trying the clear cache, force stop, reinstall stuff to see if I can make it work. I do not want to create a new account due to this issue. 

[cbrooker27]

Wow, should have read all the emails first... tried everything you said
and no mobile track still. Here's the bottom of my page per the request
for a screenshot.

[mattptodd]

So the only way it will work for us Samsung users is if we were new users.  We can't switch to Mobile track after having an account. The page design must be different when you are at the create new user page versus the Add Device page.  If it called the same page in the app, the "no animation" work around would work.

I've tried so many things last night and today to no avail, sadly. Fitbit needs to just change the add Device page and we'd all be set.

[mattptodd]

You don’t even need the no animation work around when you are a new user. That was probably a fluke change, I made too many changes and said that one was the solution. 

Only new users can select mobile track

[Joe12345678]

I have the same issue

Why are support not responding to this anymore?

So many things keep breaking

[gators3369]

Why are you no longer looking into this issue?

[Jeannie1997]

I am having the same issues as well! And did all steps.  

Moderator Edit: Formatting

[mattptodd]

I went ahead and bought a new Fitbit and I'm good now. Sadly it only worked if you dropped your old account and started a new one. It would work then.

[patg35]

Ive been having this problem for ages on my S10. I have just followed the instructions and again mobile track isn't showing. on my daughters A70 it comes up at the bottom of the screen and she actually has a current fitbit versa. I don't have anything registered at the moment  because I'm trying to set up mobile track. It worked fine on an S8