Unable to setup MobileTrack on Samsung Note 20 Ultra

[BrianKG]

I have my Charge 3 set up in the app but sometimes I leave the house and forget it. My understanding is that MobileTrak should work when you don't have your device but MobileTrak isn't installed in my app. If I try to add a device, it isn't listed. How do I get MobileTrak? BTW, I'm using a Samsung Note 20 Ultra, so I don't think it would be a hardware issue.

Moderator Edit: Clarified subject

[Rich_Laue]

Hi @BrianKG if Mobile Track is availible it will be an option at the end of the Add device list. 

Mobile Track is dependent on a specific type of hardware and if the phone does not have the required hardware this option will not be listed. 

[RicardoFitbit]

Hi @BrianKG, welcome to the Community Forums! 

Thanks for bringing this to our attention and for the details that were shared in your post. Just as @Rich_Laue mentioned, the MobileTrack feature depends on a specific type of your phone's hardware to be compatible and work as the way it was designed. As it turns out, if you have a Charge 3 setup with your Fitbit account, you'll not be able to setup MobileTrack because this feature is meant to be used by users that do not own a Fitbit device. If by any chance you would like to use MobileTrack instead of your Charge 3, you will need to unpair the Fitbit from your account. To learn more about this, please check our help article: Can I use MobileTrack if I have a Fitbit watch or tracker?

Let me know if you have any additional questions.

[BrianKG]

Thanks, i figured it out a couple of days ago. In addition to unpairing from the Charge 3, I also had to uninstall the app then reinstall it in order to get the MobileTrak option.

[Rich_Laue]

Hi @BrianKG did you really only unpair the Charge 3 from your phones Bluetooth, or did you remove the Charge 3 from your Fitbit account.