Ionic won't turn on or charge

[Its-me-JenJen]

Two days ago my Fitbit Ionics battery died. Now I am unable to turn it on. I have tried to charge it via my wall plug for over 24hrs with no luck. I have tried holding down all the buttons. Tried the left button and bottom right button combo. Nothing seems to work. Is there someone in South Africa that can assist me in fixing my Ionic? Really sad about this because I look after it really well only for it to stop working 😞 Please help

[EPWhalen]

Yes, my Ionic has just stopped charging over the past three days as well.  The charging mechanism has never worked very well, but now nothing I do will let it charge at all. I can see why it's been discontinued.

[Its-me-JenJen]

This is truly so sad. I do hope there is someone that is able to repair it for us. Are you also in South Africa? 

[BobHall]

Make sure you have a clock face. Something similar happened to me. Does the app still see the device? If so send a new watch face to the Ionic and see if it works. I would select one of the Fitbit defaults. The current firmware lets you put several on the Ionic device. 

[Its-me-JenJen]

Hi Bob, thank you very much for your suggestion. I actually did try that but it seems as though my phone is not able to sync with my fitbit. 😢

[BobHall]

That is sad, it is such a great device. The only other time I had an issue was after a failed firmware update. Technical Support ran me through several steps and ultimately concluded the device had failed as a result of the update. They were kind enough to replace it. I'm not sure if that option is available to you but I would try. Good luck.

[Its-me-JenJen]

@LiliyaFitbit I see you have been able to assist so many of the community members....Please HELP me:):) I feel so lost without my Ionic:(

[LiliyaFitbit]

Welcome to the Fitbit Community, @Its-me-JenJen @EPWhalen. It's nice to see you around, @BobHall.

@BobHall Thank you for sharing your experience and helpful tips. I appreciate your time and efforts to help other users. 

@Its-me-JenJen Thanks for the details shared in your post and for already trying to resolve the issue. I understand how you are feeling about this situation. I recommend following the complete troubleshooting instructions at Why isn't my Fitbit device's battery charging? Additionally, please try to update your device's firmware by following the steps from this help article: How do I update my Fitbit device?

@EPWhalen I am sorry that you are going through the same situation. I understand how you are feeling and appreciate your feedback. Please follow our tips at Why isn't my Fitbit device's battery charging?

I'll be around if you need further help.

[Its-me-JenJen]

@LiliyaFitbit Thank you so very much for getting back to me. I truly appreciate it and all your advise.

I have tried all the troubleshooting instructions with no luck;(

I have not tried to update my device's firmware. Will it work if my device does not switch on?

On my android app it did request me to do the update but when I tried yesterday it could not locate my fitbit:(

[LiliyaFitbit]

Thank you for your reply, @Its-me-JenJen.

I appreciate your efforts and the additional details. Since the issue persists, I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

I'll be around if you have any questions.

[Its-me-JenJen]

Hi there, please could you ask customer support to get in contact with me. You mentioned in your previous email that someone would be in contact and no one ever was. I would really still love to have my fitbit Ionic fixed. As per my above all the same applies with regard to it not charging or turning on. I have tried absolutely everything as recommended in all the threads with no luck. It literally just stopped working from one day to the next.

I would be so grateful if someone could contact me soon. Thank you kindly

[Avi_Gold]

having the same problem

[AndreaFitbit]

Thanks for getting back to us and for letting us know that you have tried everything as recommended in all threads @Its-me-JenJen. 

I  checked your case and a Support representative sent you an email back on February. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

@Avi_Gold, welcome! Could you please confirm that you have followed the steps of help articles shared with us on the previous post?

[Its-me-JenJen]

Hi Andrea, thank you for your message.

I did receive feedback in February but there was nothing that I haven't already tried. They just gave me steps to follow that I have airway tried with no luck. 

I need to speak to someone that can actually repair my fitbit or replace it in South Africa. 

[Its-me-JenJen]

Hi Jennifer,

Thank you for contacting us. We are sorry to learn that the screen on your Ionic is unresponsive and not charging.

Lets try these steps:

• Restart:

1. Press and hold the 3 buttons for 12 seconds until you see the Fitbit logo on the screen. 
2. Let go of the buttons.

• Clean the back of the Ionic:

• Check the back:

Is it showing flashing lights?  

• Charge it (please, consider trying with different power sources or USB ports).
• Sync.

Let us know.  

[AndreaFitbit]

Thanks for getting back to us and for sharing the feedback you received @Its-me-JenJen. 

Our Support Team works worldwide. Please contact them again and reference the case you have back in February in order to receive assistance and your options.