Ionic has completely died

[Becks1983]

Hi my ionic has completely died won't charge can't reset can you please help--I have tried button restart can't factory reset? 

[Buffalo1970]

My Ionic did the same thing tow days ago.  Anyone have any advice?

[tmizel10]

I had the same thing happen to mine.  If it won't charge the only option is to get it replaced (assuming it's under warranty).  If at all possible, return it to a retailer rather than Fitbit.  I begun the return process with Fitbit about 3 weeks ago and still don't have a replacement.  If you do a quick google search on the Fitbit return process you'll find that it's horribly slow.

[DramaQueenDiva]

If it's under warranty, you might want to give Customer Support a buzz.  They may be able to replace it.  Tell them you've tried the reset procedure and haven't had any luck. 

[MarreFitbit]

Welcome to the Fitbit Community @Buffalo1970, @tmizel10, and @Becks1983! Sorry to hear that your trackers are not responding as they should. Thanks for taking the time to troubleshoot this on your own, nice way to go! 

While reading your post, I was wondering if you have tried charging it at least 1 hour? Even if you don't get anything on the screen I'd recommend charging your tracker at least 1 hour to see if the battery icon comes up after that period of time.

Charging fully takes up to 2 hours. While the watch charges, you can tap the screen or press any button to check the battery level. 

If after the 1-2 hours you don't get anything on the display, check if the contacts on your tracker or charging cable are not dirty. Dust and debris can accumulate over time and prevent a charge. Try cleaning them by following these instructions.

How do you charge your buddy? Have you checked if by any chance the USB port or outlet is faulty? If you haven't done so, try a different port. A UL-certified wall charger will also work. Don't use a USB hub.

If so, plug the charging cable into the USB port on your computer or a UL-certified USB wall charger. 

Hold the other end of the charging cable near the port on the back of the watch until attaches magnetically.

I'd also try restarting your Ionic once more by following these steps. 

If none of these steps work, please follow @DramaQueenDiva's suggestion and get in touch with our Customer Support Team. Or let me know so I can create a case on your behalf. 

Hope the steps work for you my friend. I'll be around! 

[Buffalo1970]

I spoke to customer support yesterday. Nothing has worked so I was told I could send it back for replacement. I was also told that I would receive an e-mail with directions to send back. I have not received that email yet.

Sent from my iPhone

[tmizel10]

I never got an email either.  Contact them through phone or the live chat and just stay on until you get everything you need to start the process.  I ended up contacting them more than 4 times because each time I was just provided with pieces of information and never received follow-ups.

[MarreFitbit]

Thanks for letting me know that you've getting in touch with our Support Team @Buffalo1970. I've updated your case, please keep an eye on your inbox. Some will reach you out shortly. 

A replacement was placed for you @tmizel10. I saw that you chatted to our team yesterday and they've provided you the status of your replacement. If you have any other questions, please contact them directly so they can provide updates of this process. 

Have a nice day guys! 

[Becks1983]

Hi I have already had it on charge and it was almost fully charged when the screen when black.

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[Buffalo1970]

Same thing happened to me, but had a great experience with customer support! Contacted them on Monday of last week, explained my issue and they said they would send me another one. I completed form and my replacement was at my door Friday morning! Never experienced such quick service!

Sent from my iPhone

[Becks1983]

I know I reported mine and have a new one on the way due Monday fantastic customer service thanks fitbit 😁

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[fxitmom]

I purchased a fitbit for my daughter. It stopped working at 6 months--you could watch the screen go static with lines. We've received a replacement. In less than 30 days, it will not charge. I received instructions on charging the fitbit, I was frustrated at those instructions, particularly after I told them the battery didn't hold the charge. Well after receiving the instructions, the unit is completely dead--non-charging. I even tried multiple outlets and charging units. When you pay $300 for one of these Ionics, you expect it to work. 

It's frustrating there there are no repair centers.

[MarreFitbit]

I'm glad to hear that our Customer Support Team was able to solve the inconveniences you guys were experiencing @Becks1983 and @Buffalo1970.

Welcome on board @fxitmom! Sorry to hear that your daughter's Ionic is still not holding the battery. I have reached out to our support team and created a case regarding your inquiry. Someone will be reaching out to you within the next 24-72 hours with next steps. 

Point me out if there's anything else I can do for you in the meantime. 

[Becks1983]

Hi this issue is happening again with my new fitbit it won't turn on unless on charge

[MarreFitbit]

Hey there @Becks1983! Sorry to hear that your new Ionic is experiencing this inconvenience. 

I've seen you got in touch with our Customer Support Team a few minutes ago. Please follow the recommendations provided by our team and reply back with the outcome. They'll be more than glad to assist you and find where the issue is coming from. 

If there's any questions present, let me know.