Ionic won't charge

[mrWicke]

Thas seems to be an issue since the latest update. 

When I originally updated plugging my ionic in had no effect. I followed all the trouble shooting steps

-made sure the watch was clean

-tried multiple USB sources (multiple computers and wall adapters)

-attempted resetting (held the two buttons for 15 seconds).

After giving up for a day, I tried again before heading into the shops to return it and it started working.

Today my ononic was down to 10%, so I thought i would attempt to charge it before it completely died incase that was the problem last time. Tried multiple USBs again with no success, attempted to reset the ionic, but now it flashes up with 0% and fails to start even though it was 10% when I reset it. 

Any suggestions? I like the watch but this has been frustrating 

[moedawg140]

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@mrWickewrote:

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@Crazy-Fritterwrote:

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@mrWickewrote:

Just returned it to the retailer (not a Fitbit store) and they replaced it without making me feel like I was trying to scam them. Much better than my experience with the technical support team. Should of just done that from the start

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You should have returned it for a refund....Fitbit's customer service used to be beyond excellent, the fact that things have changed so much could very well mean Fitbits on the way out. They've been on the financial ropes for the last couple years, it sounds like desperations setting in. Plus they've cut back on Ionic production because of low sales and a high return rate 😱😨

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I decided to just replace it as I like the device (software and hardware issues do happen), just not the technical help provided.

Although I finally received a response from the technical help guys that was frustratingly stupid, and made me regret not getting a refund already haha. So I've asked them to forward me case on to complaints - but at the speed they reply, that probably won't be for another few days 

A real shame too. I want to root for the underdog, and as far as what I'm after, the ionic ticks more boxes than the compition. Just wish they pulled their head out for the support. It really let's the brand down

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I understood what you were saying/explaining the entire conversation - I’m glad that you got the issue taken care of! Wishing you trouble-free fun with your replacement Ionic! 

[MaginB]

Hi everyone! It's great to see you around 

@mrWicke Thanks for going through all these troubleshoots, and for letting us know that you already contacted support. I hope you're already back on track! 

@moedawg140 @DramaQueenDiva @WendyB Thanks for sharing your experience and for all the help you have provided, I'm sure it will be useful for all the users.  

@JudeO @SunsetRunner I noticed that you have an open case with the Support Team, so please keep an eye on your email inbox for the next steps. 

@Crazy-Fritter Thanks for the feedback, Fitbit is always working to improve the quality of the products and services. 

See you around! 

[friskybri]

Great I am having the same issue right now.    My ionic wouldn’t sync so I rebooted the ionic, cleaned out my Bluetooth on phone and deleted the app.   Still wouldn’t sync and then my screen went blank.    Now it won’t turn on after being on the charger.    This is the second Fitbit item to malfunction.  I’m now two for two.   First was the flyer headset.    Sent that back because it stopped working.   Now the ionic is malfunctioning.      This is the worst product I have ever owned.   

[Ghall4978]

My ionic wasn't charging, so I solved the problem by not wearing it to bed anymore and cleaning the back of the watch and connector with a tooth brush and alcohol every night. Also cleaned connector on wire charger, now charges great with no issues. Great watch but it was a bad design putting charging port on back of watch where it can touch the skin. When you start to sweat it gets into the port then transfers into the charger. So a thorough cleaning of both regularly should solve the problem

[DrewXT]

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@Ghall4978 wrote:

My ionic wasn't charging, so I solved the problem by not wearing it to bed anymore and cleaning the back of the watch and connector with a tooth brush and alcohol every night. Also cleaned connector on wire charger, now charges great with no issues. Great watch but it was a bad design putting charging port on back of watch where it can touch the skin. When you start to sweat it gets into the port then transfers into the charger. So a thorough cleaning of both regularly should solve the problem

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that's not really an acceptable solution - my Ionic is my 4th FitBit product, and the first one that is having issues charging (as well) ...  I actively use the sleep tracking to correlate migraines with my sleep patterns, so not wearing the FitBit whilst asleep defeats the purpose of owning one.

I've had it for 2 weeks, so admittedly only had to charge it 3-4 times so far, but each time I've had to check on it multiple times to ensure that it is actually charging, and it rarely is.

Even today, it was at 27% when I connected it, and it got to 51% and hasn't charged since - that was an hour ago

Personally I think it's a bad design with the charge pins

[timbolee]

Same issue and I have exhausted all the recommended fix actions, and still it remains unresolved..  The issue started soon after installing the recent update.  Appears many of the Ionic owners are having the same or similar issues.  Fitbit, please take action to fix this issue before your loyal customers move on to other like products.  

[friskybri]

I'm on my second one and it won't charge because these watches are not water proof.  I sweet back and my first one went out at a month.  Luckily the store replaced it.   Now I had the second one and worked great until I went swimming.  The watch had a 80% charge when I went in to 5 minutes later it stopped working and the battery was hot.    I tried charging it up this week and the battery got hot again and came on at 0% for like 10 seconds before blanking out.  My guess is water got into the watch.  I will have to fill out a ticket and probably wait months for a replacement.   I am 0 for 3 on Fitbit.   My flyer crapped out and they replaced it now this watch.   If the don't do anything soon I am not sure I will buy another fitbit.   I loved the watch but never had so many issues.    

[jharla1]

Add me to the chorus of Ionic users that within the last week having battery issues.

Sent a support request in this morning, haven't heard back (didn't expect to by now).

Watch has died overnight the last few nights.  Gave it as near a full charge as I could this morning to 99% and 3 hours later I'm already at 80%.  So now I'm getting Apple Watch quality of battery, not what I signed up for.

Did all the suggested fixes.  Rebooted phone, battery, app, cleaned off the charging ports etc etc.  No results.

So either it's the latest firmware update draining the battery, or the battery doesn't last longer than a year (day one user here).

[HikeVA]

Add me to the growing list of owners with an Ionic that no longer holds a charge. Purchased last November specifically to measure sleep and swim. It's worked fine in the pool and out until now, except I usually had to jump through hoops for updates to complete. I had purchased an extended geek warranty at a Big Box store, so when I took it in today to ask if they were seeing problems with the Ionic, they simply said go get another one and charged me $12. I figure it was easier doing this than trying to deal with Fitbit through the mail. I hope Fitbit figures it out. The watch worked great in the pool and did a better job than competitors tracking sleep. 

[Becky9]

Having issues also.

10 weeks old. Will not hold a charge. Goes through the motions but will not charge. Battery is completely dead now, so will only power up when connected to charge cable. Have tried numerous chargers and cables.

Have done a factory reset twice through the onboard menu, managed to re-setup and download the latest firmware on both occasions although the last time was very fraught.

Have put in a support ticket and its very slow, now asked to do a 3 button factory reset and video it.

This does not work with my Ionic, its supposed to trigger a reboot showing the logo, then release bottom right button when the logo disappears. This does not happen, the reboot doesn't happen, the logo does not appear.

It also appears now that I cannot even do a two button reset, the screen simply flicks off then back on again.

I've had colleagues at work (who also own Ionics) try to do the proceedure on mine, none of them can make it work.

Support say then can see the multiple reboots and errant charging figures (randomly showing 0%, %81, %58, %99). Even when showing 81% or 99%, the Ionic shutsdown when disconnected from the charge cable and will not restart.

Have sent support a video of me attempting the factory reset via 3 buttons, still waiting a response.

Was disheartened to get a 'How did we do email' from support, seemingly they think they are done and solved my problem. Frustrated isn't the word.

[timbolee]

Update - Case # 25266265:  I contacted customer service and they talked me thru several reset procedure which none of worked.  Then I was asked to video myself performing the factory reset and send it to them.  Once Fitbit verified I completed the reset correctly and the watch wouldn't reset, I was sent a shipping label.  The watch was mailed June 15, and as of today (July 10) still no replacement or email stating a replacement was sent.  With each email inquiry, I receive an email from Fitbit stating to please allow 5-business days to process.  I'm beyond frustrated - why couldn't Fitbit have sent the replacement watch upon seeing the video.  I would have agreed to bill my credit card until the faulty watch was received, then could credit my card.  Within my immediate family, we have three (3) Fitbit watches, but based on this experience I don't foresee us purchasing another Fitbit product. 

[jharla1]

@timbolee same boat here.  I mailed mine back on 6/19, they received it on 7/3, still nothing about the replacement being shipped.

Hoping it just randomly shows up.  I figure if I haven't heard anything by end of this week I'll ask for an update.

Was one of the biggest fans/defenders of Fitbit, but this now month long process to replace my faulty Ionic has just completely turned me off.

And still no widespread recognition that there is a major battery issue that happened to a lot of users after the last firmware update.  Hoping the new one lasts a few months.  Assuming I get it.

A month without a fitbit is an eternity.  I'd have gladly let them keep my card on file to charge it if I didn't send the old one back rather than not having a tracker for this long.  After years of relatively good interactions with the company this time has left me puzzled.  And I purchased direct from fitbit.com as well.

Good luck.

[timbolee]

Thanks for sharing your Fitbit experience. Misery loves company...

Sent from my iPhone

[friskybri]

I sent mine in around June 10th and got mine back already.  Check your email junk files.  They send an email asking for verification of address.   Once you reply it takes a few days.   I got mine on the 5th of July.  Hope this helps 

[timbolee]

Sent from my iPhone

[timbolee]

No Fitbit emails within the junk folder.  I traded emails with Fitbit Friday (July 9) and they confirmed receipt of my watch and stated it would be 5-business days for processing.  Fitbit’s replacement process is broke...

[timbolee]

Update - I received the replacement watch July 13, 2018.  I was like a kid at Christmas.  The watched worked great for several weeks and on August 2, 2018 I experienced the very same issue; watch would not charge nor would it reset.  I contacted customer service and as always they were  very polite and helpful.  The help desk quickly ruled the watch was faulty and needed to be replaced.  The watch was mailed to Fitbit August 3 and I was notified 18 August that a replacement was being mailed.  Hopefully, I’ll receive this week. Apparently, there are ongoing issues with the Ionic watch.  I suspect the 3rd party watch faces could potentially be the issue.  I selected and used the Elegance watch face on both watches.  After installing the Elegance in the most recent watch, the watch would not charge or reset.   Coincidental - maybe.  Whatever the issue, Fitbit needs to resolve it before loyal customers depart with them and select a competitor’s watch.

[DramaQueenDiva]

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@timbolee wrote:

Update - I received the replacement watch July 13, 2018.  I was like a kid at Christmas.  The watched worked great for several weeks and on August 2, 2018 I experienced the very same issue; watch would not charge nor would it reset.  I contacted customer service and as always they were  very polite and helpful.  The help desk quickly ruled the watch was faulty and needed to be replaced.  The watch was mailed to Fitbit August 3 and I was notified 18 August that a replacement was being mailed.  Hopefully, I’ll receive this week. Apparently, there are ongoing issues with the Ionic watch.  I suspect the 3rd party watch faces could potentially be the issue.  I selected and used the Elegance watch face on both watches.  After installing the Elegance in the most recent watch, the watch would not charge or reset.   Coincidental - maybe.  Whatever the issue, Fitbit needs to resolve it before loyal customers depart with them and select a competitor’s watch.

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The 3rd party watch faces could be the issue. I tried one once on my Versa and had to Factory Reset it to work again.

[TheCoombhiller]

I have the same issue.

[HikeVA]

Update to my June 2018 posting. This time, in mid-February, 2019, it stopped syncing, no matter what I tried, including completely resetting my watch and uninstalling and reinstalling the Fitbit app on my phone. I lost two whole days of data. All that hard work, lost forever, except in my memory. Lol. I took it in to Big Box store, no questions asked, they told me to choose whatever fitness watch I wanted, any brand, but that they no longer were offering the Geek Squad coverage for the Fitbits...hmmmm, I wonder why? I now have the Versa, because Fitbit tracks my sleep better than others. So far, so good, and the design of the Versa is nicer for a small framed person. It just doesn't have the built in GPS. Doesn't matter. I usually have my phone with me anyway that the Versa uses for GPS. Only complaint at the moment is that Fitbit Pay doesn't cooperate with Citibank. WHAT? One of the largest credit card countries in the world. Really? Fitbit claims it's Citibank. I don't believe it. It's probably cost. Oh well, this is definitely a first world problem. Cheers!!!