How to add MobileTrack in the Samsung Note 9?

[Daspal]

I've got a Samsung note 9 and the fitbit ionic which work together great but I can't seem to add mobiletrack as an additional device. Fitbit says its compatible but doesn't not show up in my device list when I want to add a new one? 

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

A warm welcome to the Community @Daspal. Thanks for the details that you mentioned. I'll be happy to clarify your question. 

As you mentioned, your Samsung Note 9 should have the option to add MobileTrack. I would like you to log out from your app and force quit it. After this, please try adding it by following the tips mentioned in this article. 

I'll be around if you need further assistance. 

[Daspal]

Hi

I've tried that and it doesn't work. Interestingly it gives me the option
of mobiletrack before I login (as if I was a new user) but once I login
mobiletrack option disappears?

Thanks
Das

[Daspal]

Is there a solution to this??

[SilviaFitbit]

Thanks for getting back @Daspal. I apologize for the delay reply. 

In this case, I would like you to attach a screenshot when you get the option of choosing MobileTrack and then when you log into your account and you don't get it anymore. 

Keep me posted. 

[Jjr92]

I am having this same issue. The MobileTrack option appears if I am not logged in, but does not appear if I am logged in. I am on a note 9. 

[SilviaFitbit]

It's great to see you around @Jjr92. Thank you for the details mentioned. 

It's pretty weird that you're not seeing MobileTrack in your app when you're logged in. Please restart your phone and if you're still not seeing this options, please answer the following questions so I can gather more information: 

- Where are you seeing MobileTrack in your phone when you're not logged in?

- Have you set it up?

- Can you share an screenshot of what you're seeing?

Keep me posted! I'll be around if you need further assistance. 

[Jjr92]

Sure! I had MobileTrack setup on a previous device. I don't think it was actually ever set up on my current device. 

I see the no Fitbit option, which looks the same as the MobileTrack option when I click the create account button. Although I selected that, created a dummy account, and it still didn't set up MobileTrack. 

When I attempt to setup when I am logged in MobileTrack simply is not listed as an option when I click add device. Attached is what I see when I am scrolled down to the bottom. I also rebooted my phone, uninstalled and reinstalled the app. 

[Tiquella]

Same here. I'm having the same issue.

[LZeeW]

@Daspal  @Jjr92  @Tiquella  @SilviaFitbit   I found a discrepancy between features on two different Fitbit pages.  This page lists MobileTrack as a feature on the Note 9.  But when I look at this Android Supported Devices chart, no Samsung phones support MobileTrack.

I remember reading about an Android change a couple years ago.  When you review the chart, you will see that very few (almost no) android phones support MobileTrack.

[SilviaFitbit]

Thanks for getting back @Jjr92 and @Tiquella. I apologize for the misunderstanding. I've shared this with my team and this option it's not available for Samsung Note 9 as mentioned by @LZeeW it's available in very few Android devices. 

I've passed this feedback to my team so they can update the information and avoid any confusion. 

I'll be around if you need further assistance. Your understanding is appreciated. 

[3pt14]

Co-worker on a S9 has it... But the Note 9 doesn't have it? Am I understanding you properly?

[Jjr92]

I helped a co-worker set it up on her S9 today. There is no technical (sensor, processing requirements, etc) why the S9 would have it, but not the note 9. However, to be fair to Fitbit there are less users on notes than the S series, so I can see why it makes sense from a business perspective. Sad that they aren't extending their feature set to power users, and they should at least keep their literature up to date so that users (like me) don't drive themselves crazy searching message boards to figure out what they are doing wrong.

[SilviaFitbit]

Thanks for participating in the Forums @Jjr92 and @3pt14. Your feedback is appreciated, Fitbit is always working to improve its services provided and the information that's given. 

I've shared your comments with them, we're always trying to provide you with the best customer service. 

I'll be around if you need further assistance. 

[dangli]

I am not able to active Mobile Track on my Samsung Note 9. 

I wanted to do this today as my Ionic just turned into a brick.

This is my second Ionic that become unresponsive.

[SilviaFitbit]

@dangli It's nice to see you on the Community. 

I've shared your post with our Support team about your bricked Ionic and they've mentioned you already have a case with them, please continue the communication through email, they will continue assisting you through email.

Regarding your question about MobileTrack on your Samsung Note 9, currently it's not available for this phone. 

Your understanding is appreciated. I'll be around if you have any additional questions.