Mobiletrack not showing despite support

[fruxo]

Trying to get mobiletrack to work, but it's turning out to be very frustrating.

I checked supported devices on: 

https://www.fitbit.com/devices

https://www.fitbit.com/devices#xperia_xz2

I can see that Sony Xperia XZ2 is supporting mobiletrack. I have the Sony Xperia XZ2 compact, which is basically the same phone but smaller screen. Same chipset etc. This phone is not listed at all, so my assumption is that they have a whitelist for the mobiletrack feature which is why I can't see this option despite having the same chipset. Is that a reasonable assumption? See specs comparison here:

https://www.gsmarena.com/compare.php3?idPhone1=9081&idPhone2=9082

Is there a way to select this mobiletrack option (it's cuirrently not showing in list) so that I can test if maybe it actually DOES work once selected (I see no reason it shouldn't!).

Thanks for any help

Moderator edit: Clarified subject

[AlvaroFitbit]

@fruxo Welcome! It's great to see you around! Sorry to hear that you can't setup mobile track on your Fitbit app. If the option doesn't show try first logging out from the app, restart your phone and then log back in. If this continues then try uninstalling the app, restarting the phone and installing the most up to date version from the Play store. Still there isn't any guarantees that the option will show.

Let me know how it goes!

[fruxo]

@AlvaroFitbit,

I think you have massively oversimplified my problem. The issue is with how fitbit restricts this mobiletrack functionality. And no, reinstalling app etc does not help. Let me rephrase my questions if I wasn't clear.

1/ The hardware in XZ2 and XZ2 compact is almost identical. See link in first post. As the first device is supported and the second device is not listed AT ALL, my assumption is that this is NOT a hardware issue and rather a whitelist of supported devices. In other words, if they ever test my device and adds it to the device list, it will probably be enabled and added to whitelist of mobiletrack devices. Can someone confirm that they ARE indeed using a whitelist and that it's not a matter of just trying the app and it will work if it has the necessary hardware? If still claiming it's a hardware issue, please point out which piece of hardware differs (use my link above). It has same chipset and the rest of the hardware is 99% the same as well.

2/ More importantly, if we assume that there is a whitelist, it's possible that this is just enforced for the initial selection. Once mobiletrack is selected, it might just work as it has all the supported hardware. Since I don't think I'll get an actual answer as to how this is restricted, the best thing I can do is try it myself. Does anyone have any ideas on how I can get the mobiletrack added as one of my devices even though it's not showing up? For example, I'm thinking maybe finding someone in the office with a supported phone and get them to log in to my account and add mobiletrack. Would that lock it to their phone specifically, or would it then show up on my phone and potentially work if my hardware supports it? Is there any other/easier way of adding it?

[LanuzaFitbit]

Hello @fruxo.

Thanks for sharing your feedback on the matter. 

At this moment there isn't much insight that we could share on how support for the phones work. Please do know that if the phone doesn't show the option to setup MobileTrack then it is not possible to get it to show on that phone at all.

Let me know if there are any further questions.