Are you using the app on android or iOS?

Android will only offer Quick Tuning which is not supported on the Arc listed in your profile.

What device? What OS? Trueplay only works on some devices and usually none running beta OS versions.

But Trueplay option should still show on an iOS device even if the device itself is not supported for Trueplay.

I have an iPad Pro that does not support Trueplay. Here’s what happens when I attempt to Trueplay:

Uninstall, then reinstall, the iOS controller. All important details are stored in the players. In my case this will not help because Trueplay is not supported on my model iPad.

More likely they are using android, which explains why Trueplay option is not showing for them.