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.

[PaulMe]

If I choose to keep my ionic, how long can I expect it to keep working, at least in its basic time and tracking abilities. Will my exercises still sync to the app?

Answered a few posts above.Only steps and heart rate will continue. NO syncing of any kind.

[pizzacheeks]

Correct you don't have to return it but in order to get a refund of 299USD you must return it using this site https://www.fitbitionic.expertinquiry.com/

[PaulMe]

"...but in order to get a refund of 299USD you must return it using this site..."

Youre NOT returning it. Just deactivating it through that link.

It's up to you how you recycle it.

[dvpatel]

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@PaulMe wrote:

Hi all,

When entering the Reference number for varification and discount email I found that cutting and pasting the reference number would not work - even after carefully checking it was correct. I had to enter it manually via the keyboard for it to be accepted.

Hope this helps anyone having issues?

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Odd.

I was able to cut/paste fine this AM but had to wait about 13 - 15 minutes before the code would show up as valid. I do not remember ANY check boxes to disable/de-register the device on the app and while I got the confirmation (says they will send me something to ship it to them in about 3 - 5 business days), and the discount email, my device is still syncing fine and has been all day today. I did the process at about 7:30 AM.

I never did upgrade the OS so I should be at least 2 if not 3 versions behind. I am not sure if that matters or is relevant.

[Colinog]

Evita1990 thank you so much! That link worked for me! I got an e-mail back straight away with my discount code and I have now purchased a Fitbit Versa 3. Finally resolved! Thanks again 

[Maryjoh]

I can't seem to found which fitbits I can use the 40% discount on. Does anyone know?

[pizzacheeks]

Ok because something must have changed.  Because I went through the process yesterday morning and the first email has this in it.

"We’ll send your return kit with instructions within the next 5 business days. After we receive your device and process the return, we’ll send your refund through the method you selected. "

[dvpatel]

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@PaulMe wrote:

"...but in order to get a refund of 299USD you must return it using this site..."

Youre NOT returning it. Just deactivating it through that link.

It's up to you how you recycle it.

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Here are the contents of my email. Not sure how/why its different for different people. 🙂

Dear Valued Customer,

Reference: 999999999999999

You successfully registered through the Fitbit Ionic Recall website. Save the reference number above so that we can help you more quickly.

We’ll send your return kit with instructions within the next 5 business days. After we receive your device and process the return, we’ll send your refund through the method you selected.

For instructions on how to erase your personal information from your device, see How do I erase my Fitbit device?.

Note if you have multiple impacted devices, you must repeat the registration process for each device.

To keep you on track, we’re offering a special discount on select Fitbit devices, bands, and services available in your region, for a limited time. Offer not available in all regions. To take advantage of this discount, use the link below.

Click Here for Fitbit Discount

If you have any questions, contact us here.

Your safety is always our top priority. Thank you for your continued support and being a member of the Fitbit family.

Please take this brief survey to share your experience.

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[pizzacheeks]

Sense Versa 3 Charge 5

[Maryjoh]

I'm wondering about your question 3 also as that is the fitbit I would like to purchase to replace my fitbit 

[randijaa]

I'll go for the Sense too (I'm Norwegian) - and I wonder will there be taxes now on the sending - I think I go for buying the Sense here and just have the refund money sent - but then we'll perhaps miss the 40% off.....

[dvpatel]

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@pizzacheeks wrote:

Ok because something must have changed.  Because I went through the process yesterday morning and the first email has this in it.

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I think they're winging it over there at Fitbit land. I did not get anything about unpairing the device and getting it booted off this morning and it is still connected and syncing fine. I too have the same "need to return it to get a refund" verbiage in my first email.

[TomDuke]

Although this question has been asked and answered before I don't blame you for not wanting to scroll through dozens of messages; it's the Sense, Versa 3, Charge 5.

[pizzacheeks]

I went with the sense, but the Versa 3 is also good as a replacement for the ionic. 

[Odyssey13]

Support can help you to see if you can get it to go back on - it's the link above

[Suraky]

@TomDuke How could you possibly have registered for the refund for the
spare Ionic that you never connected to your account, and the dead one that
you removed from your account? The process requires that the Ionics are
registered to the account. Did you actually go through the process 3
times, once for each Ionic, as it says you have to do? It sounds like you
only went through Step 1.

I'd really like to know. I have a dead one, the system won't let me
process the refund because it isn't registered to my account anymore ... I
removed it when I replaced it with another Ionic. That good Ionic was no
problem.

I spent 2.5 hours last night in twitter direct messages with Fitbit,
repeating the same information to them and demanding that they give answers
for my specific situation instead of scripted non-answers. I even sent a
picture of myself holding both Ionics. And several times told them to look
at the history of my account to find it, and to scan their system so they
can know that it had only ever been registered to my account. After 2.5
hours they finally elevated me up to a "support case" and gave me a case
number ... and told me to wait for them to contact me by email.

I'm not holding my breath that they'll actually contact me again.

[TomDuke]

@Ebojager- the issue for the company is safety and the concern that users might be burned if the battery in the Ionic overheats which is why they are issuing the voluntary recall.  Sure, you can keep it and as long as it is synced with your app I'd bet it just keeps on working.  Fitbit discontinued the Ionic in 2020 and hasn't pushed out any updates in a longtime and I doubt they will.  Good luck whatever you decide to do.

[Ebojager]

Are you serious? Wow is that unexpected from What you read about the recall.

[TomDuke]

@PaulMe- According to the email I received from Fitbit after registering my three Ionic watches:

We’ll send your return kit with instructions within the next 5 business days. After we receive your device and process the return, we’ll send your refund through the method you selected.  

I think that indicates that to get the refund you must send in the device to them.  Otherwise you could claim to have an Ionic just to get $299.  Of the 3 I own only one is currently active on my Fitbit account/app, one is dead, the other was a back up and never used, there's nothing to deactivate for 2 out of the 3 I possess.

[PaulMe]

"Otherwise you could claim to have an Ionic just to get $299."

Really? My Ionic had to be connected to my account - which it was. They then deactivated it within a few minutes. Still good as a clock (until it drifts) and also a step counter and heart monitor.

It also seems that some are being asked to return there's Others are not. Geographic location a possibility.