Ionic stuck on 0% and won't charge

[Natstock85]

My ionic was working great and then the battery died the other day. I plugged it in to charge and came back a few hours later and it still says 0% when you press a button. It has now been on charge for 3 days and still says 0%. I have tried wall chargers and running it off the laptop USB but still nothing! I can't reset or do anything as there is no battery life! Help! 

[AndieJ]

Hate to say it replacing it with a new device seems to be the only resolve. I think the Ionic is just a dud and Fibit does not want to properly address the issue. They offered me a versa at a discount and I took it only because my Dr pulls info for my diabetes control and hated to have to set up a whole new thing with another app. So far the versa has not had any issues.Sent from my Verizon, Samsung Galaxy smartphone

[Huckiv]

Was having battery issues in October, reached out to support, they wanted me to do a full battery drain, which would take 3 days (bc the battery life was failing). Ended up just setting the watch down and not using since then until recently I started using it again. Same issue persisted with battery but I figured I just would worry about it bc cuatomer service wouldn't attempt to have it sent back for them to work on it. I'm now out of warranty and they won't replace it. 

Now having the same issue as everyone else with it not charging... Have factory reset while on charger and now it won't charge enough to reset. 

Have been a Fitbit user for some time but not impressed with the lack of help after warranty is out and battery issues pop up after the end of the first year...

[AndieJ]

Me too on the long time Fitbit customer never before had such Poor Customer ServiceSent from my Verizon, Samsung Galaxy smartphone

[Jordoncahoon]

Aubrey from fitbit customer service just wasted an hour of my time having me repeat the same 3 things (unpair  factory reset, and then attempt to sync up again) 15 times to tell me that even though they just sent me this ionic as a replacement less than 2 weeks ago they will do nothing as it is now out side of the 1 year warranty.. Good god does fitbit suck at customer loyalty  customer satisfaction and customer service  

[JuanFitbit]

@Indie77 @Benelli17 @Huckiv  @Tonywaugh @Jordoncahoon @Neednew, @cocoliso59  @AndieJ  to you all a very sunny welcome to the Fitbit Community!

I want to thank you all for the time you've taken to describe the issue and the troubleshooting you've attempted, as well as for all your feedback.

@cocoliso59  Thank you for your posts and tips. 

I've contacted Support and they informed me that @Jordoncahoon @Benelli17 @Jeanny21 @Indie77 @Huckiv you all have a case opened, and you are being already supported. Please, if you have any doubt or the troubleshooting steps advised by the Support Team did not help, please let them know, answering the last response you have from Support, so that they can investigate every case individually, in order to help you further. 

For you @AndieJ , @Tonywaugh, @Neednew ,  I have provided the information to Support, and they'll be contacting you per Email, in order to provide further help. 

Please keep me posted. 

[Benelli17]

Customer service apparently has absolute rules. If one day out of warranty too bad. They told me exactly that. No one who can vary that mandate. Nothing they can do. Terrible PR, customer service and tech people that can't fix what is an obvious issue with this watch

[Chriswilson23]

I broke down and got a Versa.

[Indie77]

How long is the warranty in the UK does anyone know?

[Huckiv]

One would think with falling sales in a competitive wearable market, falling stock price, etc. that the customer service would be lenient and try to keep customers on board with Fitbit instead of being so absolute, especially when this seems to be a manufacturing issue. 

[Benelli17]

IF "all have a case opened, and you are being already supported" means having wasted time with a customer support person who was totally unable to help, had no authority to do anything, who told me how many days out of warranty my watch was and to be totally unable to explain why this issue keeps happening to MANY others with this product, then yes i consider myself  "supported".

[Indie77]

For what it's worth Fitbit have replaced my watch without much fuss.
Customer support were quite helpful. A shame it stopped working, slightly
worrying, but I accept all the checks you need to go through to make sure
it's dead. But I'm willing give it a chance again, fingers crossed. It
sounds like this hasn't been everyone's experience though.

[zmuhls]

Hi,

Not unlike everyone else in this thread, my Ionic refused to charge right out of the box, then when I went to conduct a factory reset, the device died and still refuses to charge. I've tried different outlets, cleaning the charging hardware, etc, but no luck whatsoever. Can you contact Customer Service for me about a replacement device, or perhaps credit toward a more reliable product? 

Thanks!

[AndieJ]

Call Fitbit customer service at 1-877-623-4997. If it will not charge straight out of the box they should send you a replacement.Sent from my Verizon, Samsung Galaxy smartphone

[Shannonleebell]

My ionic had a medium charge when it last sync'd with my phone a few hours ago. it now appears to be dead. have plugged it in, cleaned the contacts and tried the 3 button reset with no luck. 

[LuciaFitbit]

Hello everybody! Please apologize the delay in my response. 

@Benelli17 and @Huckiv  thank you for your replies and feedback regarding Ionic and support. You can find more information about our warranty here: Returns & Warranty.

@Chriswilson23 nice to hear from you again. Thank you for sharing your experience with us. I'm glad to hear that you have a Versa now. 

@Indie77 nice to hear from you again. I'm glad to hear that support helped you to solve this situation. You can find all the details of our warranty here: Returns & Warranty

@Shannonleebell and @zmuhls, welcome to the Fitbit Community! Thank you for all the troubleshooting steps, that you have already tried. I have opened a case for each of you with support. Please keep an eye on your inbox, since they will be contacting you soon. 🙂

@AndieJ nice to hear from again. Thank you for your help. 

Let me know if you have any other questions. 

[NeverAgain4Me]

I purchased my Ionic October 2017.  It will not charge and I have contacted Customer Support.  After troubleshooting with them, they told me that it is dead. 

As the warranty is one year, I am outside of the warranty.  

Luckily for me, Onemoardave posted a solution that worked:  

"I was doing the  hard reset (left and right buttons pressed at the same time) and nothing happened

I turned Bluetooth off on my phone, did a few more attempts at the reset, and then put the watch down again as nothing was happening. Five or so minutes later it flashes up and is now charging again

I attribute it to just turning the Bluetooth off after skimming through other responses "

Moderator edit: format.

[RDB72]

Mine was stuck at 0% battery.  I found a solution on this site and it worked.

1.  Go on IONIC device and hit clear and restore to factor default

2.   Go onto mobile phone and remove SYNC and IONIC from Bluetooth or "forget" devices

3.  Go to Fitbit application and delete / remove device that is in the upper right corner of the app.

4.  Add device in app, and resync.

This solved the problem, and batter was actually at 80% when showing 0%.

[AndieJ]

That is what support had me do. Have repeated these steps multiple times with no changes still dead.Sent from my Verizon, Samsung Galaxy smartphone

[NeverAgain4Me]

I appreciate your reply, but my problem is that it won't charge or turn on at all.  I went through all the troubleshooting steps with the Fitbit.com tech support (who were very nice), and nothing.

[Onemoardave]

Mine was showing as Zero percent (big red letters, couldn’t do anything else, wouldn’t turn on)

i was doing the  hard reset (left and right buttons pressed at the same time) and nothing happened

i turned Bluetooth off on my phone, did a few more attempts at the reset, and then put the watch down again as nothing was happening. Five or so minutes later it flashes up and is now charging again

I attribute it to just turning the Bluetooth off after skimming through other responses - bit nervous about how it will last going forward thougfg