Voluntary Safety Recall of Fitbit Ionic Smartwatches

[FitbitCommunity]

Fitbit, in conjunction with the US Consumer Product Safety Commission (CPSC), announced a voluntary recall of Fitbit Ionic smartwatches, which the company introduced in 2017 and stopped producing in 2020. The battery in the Ionic smartwatch can overheat, posing a burn hazard.

The health and safety of Fitbit users is our highest priority. We are taking this action out of an abundance of caution for our users. We will offer a refund to Fitbit Ionic customers.

This voluntary recall is specific to Fitbit Ionic devices. It does not impact any other Fitbit smartwatches or trackers.

If you have an impacted Fitbit Ionic device, please stop using it and visit our webpage where you’ll find:

• Answers to common questions
• Information on how to receive a refund 
• Access to a special discount on select Fitbit devices, bands, and services, if available in your region, for a limited time.

[RedDeviluk]

In the UK we seem to get the option for PayPal OR a pre-paid MasterCard & the 40% code.

[dvpatel]

For the people choosing the pre-paid MasterCard, be careful. They have a high monthly fee after the first 6 months so remember to use it up as soon as you can once you get it. I opted for the PayPal option due to that fee disclosure. 

[Pbp1966]

How long does it take to get the discount code email. Finished verifying account and agreed to permanent disabling of ionic a couple of hours ago but had no confirmation email. Not in spam either 🤔 Need to order a replacement as soon as possible.

[Pbp1966]

No mention of discount email?

[SunsetRunner]

Same here. I made a capture of the same screen in my iPhone.

[dvpatel]

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@Pbp1966 wrote:

No mention of discount email?

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Thank you for posting the image. I did not save that but I did not get that Step 3 on mine. I just needed to enter my reference number for step 2 and log on to my fitbit account for step 3.

[Pbp1966]

Just spoke to someone on webchat and they said the website is clogged up under the amount of returns but will get email in due course 🤞

[Scott_Turnbull]

For those waiting for their discount code on page 5 of this thread someone posted the link that was sent out on the email. https://myhelp.fitbit.com/s/devicediscount?language=en_US 

I went via this page, entered my reference no they gave me after I registered and they emailed me my discount code straight through. 

This works and I've ordered my replacement. 

Their system is very clogged up at the moment so the automated emails aren't getting through. 

[Gmodler]

There is an article in CBC that Health Canada is wanting a recall on Fitbits because of a battery overheating..

is there an official recall?

[Odyssey13]

Hi @Gmodler  it only involves the Ionic. Click to read about it

[Gmodler]

Thank you for your email

[AndreaFitbit]

Hi there,

Thanks for your question about the Ionic recall.

We’re offering the discount off a range of products that offer similar features to Ionic, along with our latest improvements and new features. To learn more about the Ionic recall and how to get your refund, visit our webpage at help.fitbit.com/ionic, where you’ll find:

* Answers to common questions

* Information on how to receive a refund 

* Access to a special discount on select Fitbit devices, bands, and services, if available in your region, for a limited time.

Thank you for your continued support and being a member of the Fitbit family.

[slhaunz]

@TomDukeI'm in Germany and did not get a discount code - only the refund and it is limited to Paypal and a Mastercard debit card. The FAQ for Germany only mentions getting the refund.

[IlseK.]

Same here in the Netherlands slhaunz!

[annieuk]

My husband registered but he is unable to verify. Instead he keeps getting this. It's been about 5 hours. Anyone else seeing this? I'm in the UK. Can anyone tell me exactly how much the refund is for please?

[RedDeviluk]

Just keep trying to get through, for me it took 10 minutes, for others is taken ages... They seem to be struggling with the demand.

As for the money.... No one seems to know, all we know is the US is getting $299... That could convert to £299 or....I guess anything really.

[HogieWan]

Hi Folks,

Had anyone not received nothing since going through the motions of refund and disabling watch.

Watch has been disabled and blocked now but I’ve received no email etc from Fitbit and when i tried contacting them, lady on phone couldn’t seem to be having multiple systems issues and couldn’t really help, after 40 mins, I couldn’t hang on any longer so wondering if there is some lag with the mail coming through as right now, I’ve no watch and no confirmation of refund etc. 

not the greatest experience 

cheers 

[SunsetRunner]

I had the same problem. Be sure to enter the email twice (second time is for confirmation). For some reason this didn't seem clear and I'm generally very thorough 😉 If you need to contact them I suggest using the Chat; The phone line has eternal wait.

[J-MeM]

I have been in contact with Fitbit. I did the refund but did not receive the discount email until the next day and I had already ordered a replacement.

They said to return the one I ordered for a refund and then order through the discount.
I wanted to see what was there and thought the discount code could only be used once but thought the access code could be used more than once. Turns out that is not the case so now I am locked out of the discount store. 
I contacted Fitbit and they said they would escalate to get me a new access code.

The ones on for the discount was the Sense, Charge 5 and the Versa 3 

[HogieWan]

Ha, sure that ship has sailed. 
can’t redo and I’ve tried. And the chat was as long replying hence why I ended up calling.

i suspect this will not be resolved, unfortunately.

thanks for reply