Fitbit Ionic won't charge or turn on

[pbath]

bought my ionic on the 27th December 2017 and today it is not charging or turning on, any tips? I have tried holding down the left button and the bottom right button for 20 seconds and nothing is happing

Moderator edit: updated subject for clarity

[MarkPet]

I've had my Ionic for a couple of years, about 6 months ago it would not charge...i went back to my surge while i looked for a new type of watch...looked at Garmin...then, for fun i plugged it in again and it worked, until today. It is black screen again, very sad... Well, back to the surge for a while until I decide what to do

[BWM57]

My Ionic will not turn on either. 

It was operating fine then I looked and it was off. I can’t tell if it’s charging because it will not turn on or do anything. I tried several chargers and nothing happens. 

[emilylouisechri]

The same thing happened to me, it was fully charged when it died. I tried to recharge, and no luck. 

[BWM57]

I have cleaned the contacts, used multiple chargers with no response. It was working fine, now suddenly dead.


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[thewmejr]

I had the same issues finally I took out my small pocket knife and scratched the center pin on the back side as it was dark not shiny like the other two.  I guess it picks up dead skin or dirt and packs that little spot.  Anyway it worked maybe I'll try a toothpick next time

[MeKyle72]

I am having the same problem with my ionic. It won’t turn or charge looks like its completely dead I tried charging for over 2 hrs cleaned all contacts tried to reboot and restart still have nothing on the screen . I’ve been wearing fitbit products for a very long time and I am getting frustrated with these products lately.  

Moderator edit: Format

[JYCNYC]

Fitbit, if you want to hold on to your customer base, you will have to do the right thing here. Customers who spent $250+ to buy your top of the line product would expect that product to last more than 1 year, or have a decent replacement program in place to address this common issue. Until then, you will continue to lose market share. I always think that a $300/$400 Apple Watch is over priced, but you made me seriously thinking about switching to Apple. In my family, we have 2 Apple Watches and 6 Fitbits; 2 Fitbits went dead in about 1+ year (including my Ionic, die in 13 months), but both 2 year old Apple Watches still running strong. 

[RicardoFitbit]

Hello guys! It's a pleasure to continue providing assistance, my apologies for the delay in responding. 

Sorry for the difficulties some of you experienced with the Fitbit products, I want to thank all of you for the time you took to share your thoughts with us regarding our Ionic device and our Customer Support team, your feedback and comments always help us to improve our products and services. If any of you haven't already done so, please follow the steps from our help article: Why isn't my battery charging on my Fitbit device? which also include our restart process. Then, please try our factory reset process following the next steps:

1. On the device, hold all three buttons for about 10 to 12 seconds.
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive).
3. When the device vibrates, release all buttons.
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details.

As a friendly reminder, you can always check our Returns and Warranty policies to understand better the response from our Support Team.for any warranty-related reply and contact them back if you have any additional questions about the information that was shared by them.  

I'll be here if anything else is needed. 

[MarkPet]

The warranty doesn't apply, I have tried all the tricks, note...it is a
black screen, no factory resets can be done on a black screen...no reboots
can be done on a black screen..

If the cause of this was unknown, you would be asking me to return it to do
an autopsy, It is common enough that I'm sure you know the cause...it cost
me lots, and should last longer... (It is in mint condition, except it
doesn't work)

[lars-atx]

That's great, but that process assumes the screen still works and isnt just a paperweight at this point.

what is the latest firmware version?  Mine died for second time last Tuesday, and I have read others had issues w/ a firmware update last Monday. 

[hamllitoad]

I am experiencing the same problem. Mine was still under warranty thankfully. But the fact that I paid $250 to have a product last less than a year has me reconsidering ever purchasing a Fitbit again.

[SpheraNet]

What Fitbit support and moderators refuse to acknowledge is that there's a
problem with their product line... the fact that so many devices have
failed to recover even after going through multiple steps of support
functions, cleaning and reboots etc., the Ionic device is crap product.

You're lucky if you get a device that lasts more than a year and then soon
as you're $250 + dollar device fails you...Fitbit refuses to acknowledge
and do anything about their customers or satisfaction.

[BWM57]

As I stated I did all of those things already.


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[jwbarnes]

I went with the Apple Watch. I’m also getting rid of my Fitbit scale that constantly craps out. My wife and son currently use the Fitbit Versa, so I can’t totally get away from Fitbit, but I won’t be using them going forward.

Thanks

[psxjay]

Fitbit is currently aware of their issue with the Iconic. They're probably overwhelmed by the number of problems and just decided to ignore us. Check Amazon where the exact same issue is being reported. I'm guessing they've already lost market share (as someone mentioned) because their stock is about $3.00 +/- after an IPO of about $20. You can see the writing on the wall. 

[LisaLewis]

My Apple Watch just came today, no more Fitbit for me either after 5-6 years of wearing Fitbit watches, the Ionic’s lack of ability to last has been sorely disappointing!

[YojanaFitbit]

Hi everybody, thanks for reporting the issues with your Ionic and for mentioning the troubleshooting steps that you've tried to help it. 

@BWM57 Thank you for the steps that you've tried until now. I've requested a case on your behalf. You should soon receive an email from customer support. Please reply with the information that they need to check what is the next step.

@MarkPet @psxjay and @lars-atx Thank you for your feedback in regards our warranty, we strive for excellent customer service. If you have doubts about the response that you received from our team, please feel free to get back to them. They will be glad to give you more details about your warranty options. The latest firmware version for Fitbit Ionic is version 27.33.1.30.

@hamllitoad I appreciate all the feedback and the time you've taken to perform the troubleshooting steps suggested along the thread. If you've already contacted our support team, I suggest to keep communication open with them. They will be glad to keep assisting you if you have more questions about Fitbit products. 

@SpheraNet Sorry for the issues you're having with your Fitbit Ionic. Fitbit is always trying to provide great products and customer experience. I know that you may be questioning about the quality of Fitbit but, I assure you that we test our Fitbit before releasing them to the market and we expect the highest quality in our products and services. We’ve forwarded all of your feedback to our specialists for further review.

@jwbarnes and @LisaLewis Thanks for sharing your comments. We're actively reviewing your responses and providing feedback to our product development team. Sorry to see that you've decided to go to a different direction. We'll be around in case that you need anything else. 

I'll be around in case that you have more questions about this.

[SpheraNet]

Months of feedback, must be an interesting study in defective product?!

Once again, Fitbit Moderators and Support trying to consul you with
words...not action.

Samsung Active 2 watch is available for Pre-order today!

[MarkPet]

So, Ricardo..any more advice for my dead Ionic before I order a new watch. 

If Fitbit told me they knew what the problem was and had resolved it, i would contemplate buying another....as it is I have no confidence in the product anymore...it is too bad...

[Ddoodles]

Just a thought.... If we are all having the same problems with our fitbit’s , why are we not getting refunds? It’s a product issue.

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