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.

[frazer2312]

What about if you can't get your fitbit to sync to your device as it's already died? Any advice or information as just being ignored on chat.

[paulojudo]

Yes I think a call to the help centre might be a good idea for you (you are
a special case) as you say your loyalty to the product/brand may create a
problem with your refund as if emails or addresses match for your refund it
will probably be Flagged. Please keep me in the loop if you have any
success
Thanks
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Moderator edit: personal info removed

[DonaldElson]

I am trying to register my Ionic.  I have received a 16 digit registration number but this is not then recognised.  Is this because your web site is overwhelmed by the number of questions and complaints?

[alan-leicester]

I've applied for the refund and have the verification code but still after an 2 hours code is not recognised, is there a back log or are fitbit continuing with rubbish service?

live chat was not working either

[DaveM12773]

Has anyone else had this message appear after registering for a refund? 
‘Your account doesn't have an impacted device associated with it’

I have an ionic registered to account. 

[snoopylou]

Your Ionic must be paired & synced with your phone.

[ArnieBoy]

My reference code is not being recognised so I rang support and was told that the suggested 30 minute wait to verify your account is now a few days. Apparently they will be changing the message. I think they are overwhelmed already.

[Preci]

Is there other way to get a refund without having a PayPal account because it's the only one listed there 

[RacheB]

Same for me does this mean we don’t get a  refund? They know we have one as we have registered & they emailed us to let us know about the refund. Can anyone help please? 

[TammyLynn_17]

Hope this helps someone....

My experience so far, from the UK

The Fitbit website, system and people are all overloaded at the moment. I've had no success with the chatbox at all. I did get some decent help calling their special phone line. I talked to a person named David in South America who actually knew what he was talking about and where to find the answers to my questions. Very helpful.

I think some of this might depend on your location in the world. I'm in the UK, England. I'm supposed to have a refund on the way. I was also sent special links and codes for the 40% off replacement + extra band. 

Tips and info:

1. The Refund as far as I can tell is the same for everyone. $299 USD. For me in the UK that will be about £225-ish.
2. The Refund can take 3 to 6 weeks to arrive. For me in the UK the choice was via PayPal or a prepaid Mastercard. 
3. The access code to the special discounts shop only works once. 
4. Everything in the main store is not in the discount store. 
5. The top three smartwatches that are similar to the Ionic are in the discount shop. Including the newish Sense. 
6. The Fitbit websites are overloaded with requests and it may take some time for your codes to come through. 
7. Check your spam box for missing emails. 
8. There is an extra step for getting the discount codes, it's in an email. The subject for mine was: Fitbit Ionic Recall Account Verification- Reference xxxxxxxxxxx. In the email it says 'Click here for Fitbit Discount'. 
9. The discount codes were in an email with the subject: : Fitbit Discount. Remember codes only work once! Even if you don't buy anything. So be prepared to buy when you enter. 
10. I ordered the Fitbit Sense and extra band yesterday (Thursday), it's on the way today (Friday). Expect to receive it sometime next week.
11. From my understanding, the affected Fitbit Ionic watches have the code [FB503] stamped on the back.
12. I used my computer for all of the above, not my phone. I've heard that others who were having problems trying to do all this on their phone switched to their desktop and all was well. Good Luck! 

 Here are a couple of visuals of emails and how to get your discount code: 

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Good luck everyone! 🙂 

Moderator edit: all-caps

[jacklyn123]

Hi I had the email about the refunds on the Fitbit ionic. Registered for refund - got the reference code put that in the asked me to sync my watch - synced it and then it comes up with my device is not affected- I don’t see how this can be as it is a fit bit ionic and has the batch number fb503 just like it shows in the guide- how do I now go about receiving my refund please?

[alan-leicester]

it is. I live by my fatbit, may change to garmin now

[XavierGibraltar]

Thanks TammyLynn

[Casachand]

Yes, same here for me... step two submit button highlights then code is wrong , not able to access the chat room for help... grrr

[snoopylou]

Worked for me (just completed my discounted order) but not my wife who's stuck at Step 2 (account verification) even though we did everything at the same time 2 days ago ( and her Ionic has been remotely disabled by Fitbit yesterday)..

[abisousa]

I had the same problem after waiting 1.5hrs, so I phoned their direct recall support line but it was useless, she just told me to wait and try again later in the day. I decided to register a second time and 15 mins after was able to sort with the new ref code. Might be worth you guys trying to re-register 🙂 Hope it works for you too!

[Madscouser]

The refund was offered by PayPal or via credit card, yet it never asked for my card details, so how am I going to get the refund? 

[TammyLynn_17]

@jacklyn123 From my understanding the affected Fitbit Ionic watches have the code [FB503] stamped on the back. 

[TammyLynn_17]

It's a prepaid card, should be a Mastercard which you can use anywhere that accepts Mastercard. Good Luck! 

[Madscouser]

I got the discount code through within an hour of requesting it. However it had gone into my spam  so might be worth checking that