Ionic band disconnects

[Spokanesales]

I got my ionic Fitbit for mother’s day. I had it connected to the larger band. Well when I was walking around the band disconnected and my ionic just hit the ground. I had been wearing it for a couple weeks without an issue. The face now has a little scratch in it. I tried to reconnect the band. I even waited for the pop noise to make sure it was connected. It just keeps coming apart. I tried the small band as well and it has the same issue. This is a really expensive watch... you would think the Band was better quality. Unless Im doing something wrong? Any ideas? 

[WendyB]

When you attached it you should be able to tug on it pretty hard and it should not come out.

Is it a fitbit band of an off brand?

[Shastaski]

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@Spokanesales wrote:

I got my ionic Fitbit for mother’s day. I had it connected to the larger band. Well when I was walking around the band disconnected and my ionic just hit the ground. I had been wearing it for a couple weeks without an issue. The face now has a little scratch in it. I tried to reconnect the band. I even waited for the pop noise to make sure it was connected. It just keeps coming apart. I tried the small band as well and it has the same issue. This is a really expensive watch... you would think the Band was better quality. Unless Im doing something wrong? Any ideas? 

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If you are hearing the click, it should be seated properly.  If you can tug on it and it comes off then it is not inserted completely.  I would try it again until it locks.  If it doesn't lock, I would put in a trouble ticket with support and request a replacement.

[Spokanesales]

Thank you. How do I put in a trouble ticket? 

[Shastaski]

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@Spokanesales wrote:

Thank you. How do I put in a trouble ticket? 

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on their website, Help and i believe support, poke around you will find it.  I used the chat the last time.