Using MobileTrack and Ionic

[HerbM]

I recently tried to setup MobileTrack on my iPhone11 for my Fitbit Ionic and I’m having a problem. In my Account MobileTrack shows up on the list but shows “Not synched yet” under it. When I click on that item and the next screen comes up showing MobileTrack and under that it says “Sync Now” but that is greyed out and can’t click on it. I tried removing MobileTrack and re-adding it but still no change. When I re-add it there seems to be a problem where it’s supposed to Sync with my Fitbit and it doesn’t seem to be successful because I see it say “synching ” on my phone and then it shows Not synched yet. Anyone know what’s going on? Thanks

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

@HerbM Welcome to the Community. Thanks for letting me know that you're using MobileTrack and Ionic. 

I appreciate the troubleshooting tried. MobileTrack should sync to your account when you swipe down in the main screen.When you open the Fitbit app, your phone's data automatically syncs with the app. That's why you're seeing the sync now option grey out. 

If you have set up MobileTrack and Ionic to your account, you should only use one at a time. Learn more about it by checking this article: Can I use more than one Fitbit device with the same account? 

I'll be around if you have any additional questions. 

[HerbM]

So if I understand your reply correctly, if I leave my Fitbit at home and go walking, my iPhone should automatically be capturing my steps and the next time I open the Fitbit app and Sync up with the Fitbit my steps from the iPhone will be added. Is this correct?
Thank you

Sent from my iPhone

[SilviaFitbit]

@HerbM Thanks for getting back. I'll be happy to clarify your inquiry. 

Yes, you could that either with your iPhone or with your Ionic. Just make sure that when you're using MobileRun (your iPhone) you're manually starting the activity by following the steps mentioned in this article: How do I track my workouts with my Fitbit device? 

I'll be around if you have any additional questions. 

[HerbM]

Thank you. I tried checking out the info in the referenced link but I’m getting a “Not found” message when I click on the link in your reply.
I tried doing a test leaving my Fitbit at home and I went out walking and the Fitbit app on my iPhone did not register any additional steps when I went to the Today screen. I also tried pulling down on the screen to force a Sync and still nothing..I still don’t understand how the iPhone knows to start gathering step data when I don’t have my Ionic on me.
Thanks,Herb Mardon

Sent from my iPad

[SilviaFitbit]

@HerbM Thank you for getting back. 

I have edited my reply and it should show you the help article now. Also, please make sure you have properly set Mobile Track in your phone. Learn more about Mobile Track here. 

MobileTrack lets you use the Fitbit app without a Fitbit device by using your phone's sensors to track basic activity data including steps, distance, and calories burned.The data that MobileTrack tracks should sync to your Fitbit app and therefore to your watch. Could you provide me with a screenshot of what you're seeing in our Fitbit app? 

I'll be around if you have any additional questions. 

[HerbM]

Sent from my iPhone

[HerbM]

Thank you for all your help but I still don’t know how MobileTrack knows to start tracking steps if I don’t have my Fitbit Ionic on me. I’ve tried leaving it home and going for a walk and it doesn’t appear any steps were added in the Fitbit app. Am I missing something?

[SilviaFitbit]

@HerbM Thanks for getting back. 

MobileTrack helps you keep track of your stats when you leave your Fitbit device at home. MobileTrack lets you use the Fitbit app without a Fitbit device by using your phone's sensors to track basic activity data including steps, distance, and calories burned. MobileTrack does not track floors, sleep, or active minutes. In addition to activity tracking, you also have access to other app features such as: 

• Food tracking
• Weight tracking
• Setting fitness goals
• Adding friends
• Friends leaderboard
• Cheering, taunting, and messaging friends

Could you provide me with a screenshot of what you're seeing on your Fitbit app? 

I'll be around if you have any additional questions. 

[HerbM]

I’m confused because I’ve left my Fitbit home and went for a 3 mile walk and when I looked at the Fitbit app it was not showing any steps or any other stats as I was moving. Here are screenshots of what the Fitbit app is showing currently. It does show that MobileTrack has Synched .

[SilviaFitbit]

@HerbM Thanks for the screenshot shared. Since MobileTrack isn't syncing, please try the following: 

1. Go to your phone settings.
2. Tap privacy.
3. Turn on fitness and motion.
4. Reboot your phone again.

Keep me posted. I'll be around if you have any additional questions. 

[HerbM]

I checked Privacy and this was already turned on. I turned it off and back on and rebooted just to see if it works.

[HerbM]

After rebooting I took off my Fitbit Ionic and walked and no activity was updating on my Fitbit. I received notifications on my iPhone saying that the Fitbit wanted to pair with my phone and that was it.

[HerbM]

I just realized that I think I already had my Fitbit app setup with the ionic when MobileTrack was added. According to the Fitbit app instructions it says to select “no Fitbit yet” when installing MobileTrack and to install the Fitbit device afterwards. Could this be why it’s not working as expected? 
Thanks

[SilviaFitbit]

@HerbM Thanks for getting back. In this case, I've shared your post with our Support team and they will continue assisting you through email. 

Catch you later!