Unable to set up MobileTrack for Pixel XL

[HylianHero17]

Mobile Track does not show up in setup a device menu for Pixel XL even its supposedly supported for use with the mobile track functionality per the official website if you look up the pixel xl. I really wanted to use this feature since I recently  lost my fitbit charge 2. 

Moderator Edit: Updated Subject For Clarity.

[RobertoME]

Hello @HylianHero17, welcome aboard to the Fitbit Community! I was reading you want to use the MobileTrack feature due to the recent lost of your tracker.

Despite the Fitbit app and trackers are compatible with this phone, the feature in specific is also supported with Google Pixel and Google Pixel XL based on our list of Compatible Devices.

If you have lost your tracker recently perhaps doing the following may help you to find your Charge 2. Although it will only help if your tracker was lost recently ans still has battery.

- If you've paired your Fitbit tracker with a mobile device, you can take that device to the area where your tracker may have been lost and watch for it to sync. This may help you to pinpoint its location. 
- Use a Bluetooth locator app. For Android you can try Bluetooth Finder (http://goo.gl/CLyxgf).

Hope this helps. See you around!

[HylianHero17]

As of today(9/26/2017 and when I originally opened this thread), according to the fitbit website, MobileTrack is listed as a supported feature for the Pixel XL. If it's not actually supported(nor going to be), the fitbit website needs to be updated.

I have read others being able to use it with new account on which they had not yet connected an actual fitbit tracker on. So this appears to be a fitbit software/system issue.

Either fitbit should patch the issue or remove the listing from the website. It's dishonest to leave it listed then claim in the forums it's not supported.

I did try walking around trying to get my phone to sync. I also tried multiple apps to find the day of and day after I lost my fitbit in the area I lost my fitbit based on when the app said I had last synced that I new where I was. Fitbit should also build features into the new models they create for locating them(especially since the new fitbit ionic has built-in GPS). Even something simple like what Tile has done with their item trackers.

[RobertoME]

Hello @HylianHero17, thank you for coming back. Usually when a device does not show the MobileTrack option in the app when you are trying to set up this feature, is because is not supported by the mobile device.

In this case after I read your last response, I have to offer you an apology since I look in to this further and you are right, this feature is supported according to the list of compatible devices. So disregard of my previous information and once again my apologies for causing you confusion on this matter, but I feel pertinent to correct this mistake publicly and it was not my intention. Also I updated my previous post to avoid future confusion to other users too.

The way to set up MobileTrack is like any regular tracker by choosing the option for setting up a new device in the Account tab and follow the MobileTrack instructions.

If you are not able to see this option, then make sure your phone is running the latest version of the Fitbit app. Which to the date of this response is 2.58.

Also try to reset your app by logging out from your Fitbit app and go to your phone settings. Access to the App manager option and look for the Fitbit app in your downloaded apps list. Once you are there, clear the app cache and data and proceed to "Force Stop" the app. Finish the workaround by restarting your phone. When your phone has initialized, go back to your app and try again.

About your lost tracker I'm sorry to hear despite all your efforts, you were not able to found it. However note that through the Fitbit Community we are not able to handle these type of cases. So I was able to reach out to our Support Team and they confirmed that someone will be getting in touch with you via email to the address in your Community profile within the next 24-48 hours to further assist you.

I'm sorry for the confusion. Hoping to hear some good news from you soon!

[turtlerogue]

I am also having this issue with my Pixel XL (date: October 25, 2017, Android version 8.0.0, Fibit app verion 2.60.1 (2193194)). I have reported it to the support team, who referenced this thread in our conversation. Just to confirm: "Mobile Track" is not a listed option on the menu to add an additional device on the Pixel XL. The agent I spoke with today confirmed that this is not expected behavior, and indicated that he would report the issue to the engineer team.

This seems like it's probably a relatively easy software fix, since it sounds like Mobile Track is already available for this device if no other device is added. I hope adding it as a secondary device can be implemented in the near future.

Note: I don't need the functionality badly enough to remove the existing Fitbit, add Mobile Track, then re-add the Fitbit, but if the moderator above is correct, that might be a viable workaround.

[RobertoME]

Hi there @turtlerogue, let me give you a warm welcome to the Fitbit Community! This was reported as you mentioned and it cause a bit of confusion, even among us as moderators; since MobileTrack shows up as a feature of the Pixel phone but in reality does not show the option in the Fitbit app.

So I would like to take the chance to clarify this information. Since I feel pertinent also to give you a proper answer to you @turtlerogue and to you too @HylianHero17.

We found this information is incorrect in our list of compatible devices. As I mentioned before the MobileTrack feature shows as compatible, however this is not correct. At the moment this feature is not supported by Pixel and Pixel XL and we do not have an estimated timeframe of change for this that I can share with you at this point. However I'm giving follow up for any change that may come from this.

As soon I have more updates, I will keep you updated and I'm really sorry all the confusion this scenario has caused to you, is the least we want with our users.

See you later and stay tuned to our Community for more updates in the future.