Fitbit Ionic wristband not working

[Vera_ica]

I just got new Fitbit and I'm disappointed because when I tried it on the wristband are not working, and when I put it back it just easy to pulled it off again. 

[NellyG]

@Vera_ica Do you mean the clips that hold it onto the Ionic watch are not holding? They need to be pushed on really firlmy and 'click' into place. Some people find they need a stronger person to do it when the band is new. I manage mine by pushing on the tiny clip on the band and slotting it into the ionic, then I release the clip and push hard and I hear a soft click. Check that it is nicely up against the ionic (if there is a gap at one end it is not quite lined up - try again). Then I tug to make sure it is seated right. Let us know how you go.

Have a look at THIS video clip.

[MarciM]

Hi @Vera_ica You just need to push a bit harder to get the wrist band to snap in. It will get easier over time. Use a little muscle and you should be fine. For more detail, there is a video you watch HERE.

Hope that helps and you can begin enjoying your Ionic. 

[Vera_ica]

I tried the video you sent me mine are easy to be pushed and I heared some click, but when I tried for couple minutes to see if it's going to hold it wasn't. I might just return it.😔

[MarciM]

@Vera_icaHave you tried both sized to see if perhaps it's the band? If it's both sized of the band, I would suggest contacting customer service next. I'm very sorry this wasn't easy resolved for you.

[MattFitbit]

@Vera_ica A very warm welcome to the community. 

I went ahead and contacted our support team and had them create a support case on your behalf. Keep an eye on your inbox as they will be contacting you via email within the next 48 hours. 

For anyone else having a similar experience, I do recommend taking a look at the video @NellyG and @MarciM posted, here.

Let me know if you have any questions!

[Vera_ica]

Thank you @MarciM, @MattFitbit, and @NellyG for helping me with this issue, hopefully this will resolve soon. 

[Vera_ica]

Thank you! for helping me with this issue, hopefully this will resolve soon.