mobiletrack - sync problems

[honglong1976]

I had a Flex 2, Charge 2 and now Blaze.

Mobiletrack either doesn't sync automatically for days or when it does, it's out of sync.

For example. I leave my Fitbit at home. Walk over 10,000 steps, sync my phone when I go home and the steps on the tracker over right the ones from MobileTrack. It's been happening for months now.

Fitbit recommended using a Fitbit and MobileTrack before:

"Accidentally leave your tracker at home, but don’t want to lose that step challenge? Set up MobileTrack on your Fitbit app and Multi-Tracker Support will automatically switch over so you never have to miss a step again. Those of you with a compatible mobile device can now use MobileTrack even if you have a tracker paired."

I used to be able to sync both and they worked perfect. I emailed Fitbit support specific days that were out of sync. Some showing I walking 8 miles but only 200 steps were displayed. I actually saw 12,000 steps appear and then disappear.

I reported to Fitbit and they advised I don't use MobileTrack and that is the problem. I referred them to the info above where they recommended using it and they recommended not using it. They even offered a full refund.

"Upon speaking with our team and investigating further, the issue is caused by the Flex 2 and MobileTrack both set up under one account. If you does not agree with this solution, we are happy to make a one-time exception and provide you with a special refund for your Flex 2. "

"Since the MobileTrack syncs whenever you open the Fitbit app, you will sync both the MobileTrack and Flex 2 at the same time (unless the Flex 2 is at least 20 ft away and it won't sync to the Fitbit app). Syncing both at the same time is not recommended since user should only use and sync one at a time. As you already aware, using both may cause discrepancy. "

"To better assist you, we recommend you to try removing the MobileTrack"

"Your case has been escalated to the highest level of support here in our San Francisco office."

[MarcoGFitbit]

Hello @honglong1976, I hope you're doing well, it's nice to see you around. 

Thanks for reaching out and providing your feedback and insight about this situation, I definitely understand your frustration with the way MobileTrack is behaving when it's been set up in an account along with another tracker. 

I have checked your interactions with our Support Team and noticed you were suggested to remove MobileTrack from your account. I understand this is not ideal but it will help you not to lose steps while our team works towards finding a prompt and proper solution for this situation. 

Once again, I would like to thank you for your insight. Your feedback is really appreciated and is invaluable for our team as we continue to find ways to improve our product. If there's anything else I can do for you, please feel free to reply. 

[honglong1976]

My problem is Fitbit actually recommend using it with a tracker:

Fitbit recommended using a Fitbit and MobileTrack before:

"Accidentally leave your tracker at home, but don’t want to lose that step challenge? Set up MobileTrack on your Fitbit app and Multi-Tracker Support will automatically switch over so you never have to miss a step again. Those of you with a compatible mobile device can now use MobileTrack even if you have a tracker paired."

Something has changed and it's been like this for months (6 months) so I am starting to think it's intentional now.

[MarcoGFitbit]

Hello @honglong1976, I hope you're having a great day, thanks for taking the time to reply. 

Please note that currently our team hasn't made any intentional changes that might affect the functionality of MobileTrack. It is true, you can use MobileTrack in conjunction with another tracker but it seems this feature has been affected by a bug as we have received several reports of steps disappearing when MobileTrack and a tracker are set up on an account, which is why our team suggested you to remove MobileTrack for the time being while our team investigates and resolves this issue. 

I would like to thank you for reporting this issue and for your patience and understanding. If there's anything else I can do for you or if there's anything else you might like to add, please feel free to reply.  

[honglong1976]

It's been months so far!

Also, if I remove MobileTrack. How do I know when the problem is fixed? I suspect no one will contact me.