MobileTrack not counting steps.

[Aadavis94]

I am using the mobile track option until I get a Fitbit. But for some reason it’s not tracking my steps 

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @Aadavis94, have a warm welcome to the Fitbit Community, it's great to have you on board. 

I appreciate you have brought this to my attention, if you notice MobileTrack is not counting your steps, my best recommendation would be removing it from your account and setting it up again:

1. Go to the Fitbit app and tap on Account.
2. Locate MobileTrack an tap on it.
3. Select "Remove from this account"
4. Force-quit the Fitbit app
5. Open it again and tap on Account
6. Select MobileTrack and follow the onscreen instructions to continue.

Then, please monitor MobileTrack for the next few days, making sure to open the app and sync it at least once a day at the end of the day to check if the steps are now being recorded. 

I hope this can be helpful, give it a try and keep me posted in case you need anything else. 

[Aadavis94]

I already tried that. Didn’t seem to work.

Sent from iPhone

[Baltoscott]

@Aadavis94 What kind of iPhone do you have?  Are steps showing up in the iPhone's health app?  

[Aadavis94]

iPhone 6s and no

Sent from iPhone

[MarcoGFitbit]

Hello @Aadavis94, I hope you're doing well, thanks for taking the time to reply. It's great to see you around @Baltoscott, thanks for your insight about this situation. 

Thanks for letting me know you have already tried the troubleshooting steps described above. At this moment I would like to suggest you to go to your phone Settings > Fitbit > Fitness and Motion and make sure it's enabled. If it's already enabled, disable it, restart your phone and enable it back, then check if MobileTrack starts counting your steps.

Thanks for your patience and understanding, give it a try and let me know the outcome!

[Baltoscott]

@Aadavis94 In addition to @MarcoGFitbit latest suggestion go to privacy settings on iPhone and make sure fitness tracking is turned on under privacy settings -> Motion and fitness

[MarcoGFitbit]

Hello @Baltoscott, I hope you're having an excellent day!

I appreciate you have taken the time to add a new suggestion as I'm sure it will be very helpful for many members of the Fitbit Community with this situation affecting MobileTrack. 

Thanks again for your participation and help, if there's anything else you might want to add, feel free to do so, I really appreciate your help. 

Happy stepping! 

[pochosmom]

I have tried trouble shooting the suggested and my Health App data is still not loading to the Fit Bit app. I have updated everything (IOS & fitbit) and even deleted the fitbit app and re downloaded. Yesterday when I went to re-sync the mobiletrack, it Did show the Health app data, but then suddenly disapeared. For example Monday I walked 11k steps but Fit bit App shows I walked only 12 steps. I dont rely only on Mobiletrack, but on days I forget my fitbit Alta on the charger it is a good alternative for adding to my Challenges. Please help. 

[MarcoGFitbit]

Hello @pochosmom, thanks for joining the conversation, have a warm welcome to the Fitbit Community. 

Please keep in mind that the Apple Health app and the Fitbit app can't transfer information between each other as they can't be linked. MobileTrack is a separate feature that uses the sensors on your phone and will not pull up the information from your Apple Health app. 

Now, tell me, have you tried to remove and set up MobileTrack in the Fitbit app already as described above? Have you gone to your phone Setting > Fitbit > Motion & Fitness and make sure it's enabled? If so, please reply to me with the following information so I can check this further:

• iPhone model you're currently using.
• OS version your phone is running.
• App version currently installed on your phone (go to Account > Help to get it)

Thanks for your patience, I'll be waiting for your reply! 

[pochosmom]

I realize that the IOS Health App and Fitbit Mobiletrack do not communicate with each other. However, if the Health App shows 11k steps from just motion and fitness data, then shouldn't the Fitbit Mobiletrack show a similar calculation? Unfortunately I experienced losing out on All my data from Monday in my Fitbit app because my Alta was forgotten at home and the Mobiletrack did not accurately count my steps via my IOS data. Instead of 11,000 steps, Fitbit shows 12 steps. I have never touched the Motion settings on my iphone, so when I went to check the settings it was already enabled. I did all of the trouble shooting methods, one time my steps showed up on Monday, but then it went back to 12. I then resorted to updating IOS, and deleting the fitbit App and then downloading the most recent version. Still after that, none of the data from Monday showed up. I am now on all of the most updated versions, both Fitbit (2.46) and IOS (11.2.6) (on iphone 8). I will have to forfeit this weeks challenges from the loss on Monday, which is fine. I will just now only do challenges with my Device since the Mobiletrack is obviously not reliable as a backup method.

[MarcoGFitbit]

Hello @pochosmom, I hope you're doing well, thanks for taking the time to reply. 

I appreciate you have provided the information requested, at this moment I will forward it to our team so they can take a better look at this situation. I'm very sorry you have lost the steps from a day and that this has affected your challenge, unfortunately even by removing and setting up MobileTrack, that will not retroactively add your steps from previous days, it will only reset the connection and MobileTrack will start counting your steps again. 

Thanks again for your patience and understanding, if there's anything else I can do for you, please feel free to reply, I'll be happy to help. 

[Grunchy]

Mine also doesn’t sync Mobiletrack steps.

iPhone SE, system 12.4, and Fitbit app of course has no version information. Yes I tried “turn it off and on again”, the app, the mobiletrack, the motion and fitness setting, every combination and permutation of on and off.

Look the app is just buggy and non-functional, pretty much like the Fitbit watch itself. Waste of time. Please, ask again if I uninstalled the app and turned off the settings and turned them back on again, and reactivated the function, oh dear, ask us to do it all over again, and again.

Eventually we all clue in, flogging this dead horse is never going to work.

But sincerely, I really need to see customer support asking just one more time, if we wouldn’t mind toggling the settings all over again. Please?

[WillC249]

I had Fitbit on my iPhone5. That phone gave out but the Fitbit still worked. When I got an iPhone 7, the Fitbit app wouldn't count steps. I logged out on the old phone and deleted the app. Then I uninstalled and reinstalled the app on the new phone - still no luck. I ended up reinstalling it on the old phone (which means that I was carrying around 2 phones, now), but two days ago, the phone started glitching, dying and missing steps. Then I found your advice. I deleted Mobile Track from my account on the old phone. Then I quit and deleted the app. When I restarted the new phone, Mobile Track was not available on the new phone. When I reinstalled the app on the old phone, Mobile Track was also unavailable. So, as of now, my steps are not being counted and it's very frustrating. How do I get Mobile Track installed on my new phone? Thanks in advance for your advice.

[Baltoscott]

@WillC249 - can you post a screenshot of your account screen so we can see what you are lookin at?