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.

[redlark]

Pizzacheeks - Thanks for the information and the link on page 5 of this thread. I didn't get the email but when I follwed your advice and logged back in the email arrived straight away.

All sorted now.

Thank you.

[TammyLynn_17]

@Stu.69 Not sure if you are asking me or not, hard to tell who's talking to who in these forums! Unless you tag someone at the start. 🙂 

In case you are talking to me, as I have asked many questions in this thread, I posted an update a few replies back. It's on page 31 for me. I'll try to cut and paste my post here for you: 

Hope this helps someone....
My experience so far, from the UK…The Update

The Fitbit website, system and people are all overloaded at the moment. I've had no success with the online chatbox at all. I did get some decent help calling their special phone line. Numbers found on the FAQ page about the Ionic Recal. 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 information 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:

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 GBP. It can take 3 to 6 weeks to arrive. For me, in the UK the choice was via PayPal or a prepaid Mastercard. (They will not need or ask for your bank details, it’s a prepaid Mastercard which can be used anywhere they accept Mastercard)

The 40% off discount access code to the special discounts shop only works once. So be ready to buy when you go in. Everything in the main store is not in the discount store. The top three smartwatches that are similar to the Ionic are in the discount shop. Including the newish ‘Sense’. The more expensive watch bands are not included.

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'. The discount codes came 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.

The Fitbit websites are overloaded with requests and it may take some time for your codes to come through. Check your spam box for missing emails.

Once you start the process of giving up your Ionic (which is advised you to do for safety reasons) and filling out the forms to get your refund and discount codes, Fitbit will disconnect your Ionic from the app and it will no longer collect or send information to your app. NOTE: Your Ionic needs to be connected to your app for any of this to take place. If you can’t do this you need to contact them directly.

At first glance, it looks like you lose all your collected data in your Fitbit app when your Ionic is disconnected. (If that’s your current Fitbit.) That’s what I thought. But when I looked at my account online on my computer I see that all my data is still there.

I ordered the Fitbit Sense at 40% off and an extra free band yesterday (Thursday), it's on the way today (Friday). Expect to receive it sometime next week. I did not take advantage of the free year trial of the advanced Fitbit App.

From my understanding, the affected Fitbit Ionic watches have the code [FB503] stamped/engraved on the back.

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!

[TammyLynn_17]

@FitbitUser304 Did you follow the link in your email to the special discount page? I think you have to use the special store they set up for the discounts and not the normal shop. 

[Niki-h]

I was on live chat, but after 30 odd minutes of nothing I gave up. Good lucknin getting them.

Get Outlook for Android

[Donkeychops]

could I ask what you did pls.

Moderator Edit: Formatting

[Ionicmel]

Takes 7 days they said to delete which they will email you when they have
done it and 3 to 6 weeks to get refund

[ArturV]

Perfect and clear reply. It's realy a pity that Fitbit employees like the community moderator didn't clarify first.

Welcome and thanks 

[Silverspy]

I tried and got to enter registration code and my watch has been disabled bit no confirmation email received so no way of knowing about how refund or if refund will be made. I have no evidence now either as I try again and it says code has been used . Tried help chat but it isn't working

[oynsy]

I've had exactly the same experience, but I eventually got through to help, they said wait 24 hours for confirmation email and discount code. As you can imagine, the shear number of people trying to claim is clogging the system 

[ArturV]

Hello. With me they switched off in 10 minutes without any warning
Thanks

[Mottpants]

I’ve been trying since 9:30 this morning it’s now 6pm and still no luck.

[asim.ajmal]

Hi,

I am from Pakistan, and it is not mentioned in the region countries. The same page says:

To get started, select your region. If you don't see your region listed, click here. - and this link gets me to: https://help.fitbit.com/en/ionic3.htm

and when i click to refund center, the account verification page is keep loading and stuck there:

Questions:

1. How can I get the refund from Pakistan as it is not mentioned in the list of countries from available regions?
2. Account verification page is stuck on loading (image attached) - how should i proceed?

[Eri75]

• I managed to register my device but I never received the code to verify my account?!
• After how long that code arrives?
• Thanks guys.

[Simon.N]

Hi,  

I just completed recall step one and received a reference number. Now I’m trying to connect my iconic to the iPad but for some reason the watch screen is blank, watch is working but unable to sync the watch to iPad.

can you advise me on this issue.

thanks

[CanadaGuy]

---

@Simon.N wrote:

Hi,  

I just completed recall step one and received a reference number. Now I’m trying to connect my iconic to the iPad but for some reason the watch screen is blank, watch is working but unable to sync the watch to iPad.

can you advise me on this issue.

thanks

---

Don't worry about syncing. As long as it shows up in your Fitbit.com account I think you're fine.

[Simon.N]

Hi, I haven’t used for sometime so not sure if registered on my account?
Thanks

Sent from Yahoo Mail for iPhone

[CanadaGuy]

---

@Simon.N wrote:
Hi, I haven’t used for sometime so not sure if registered on my account?
Thanks

Sent from Yahoo Mail for iPhone

---

if you never deleted it, even if not used, it should still be there.

[YojanaFitbit]

Hi everyboty:

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. 

Your safety is always our top priority, and we are taking this action out of an abundance of caution. Thank you for your continued support and being a member of the Fitbit family.

[Spookyrooky]

I bought a new Versa 2 and kept my old ionic as a back.up, ive just registered for the refund, but I can't get any power to my ionic to link it up.yo my account, ive tried 2 separate chargers, 2 hours at a time, but I get nothing showing up on the watch face to say its charging and there's nothing flashing up on the back of the watch. 

Will I loose my refund 😥😥

[Scottfitz09]

• How long was it until people received their discount codes? I'm in the UK and went through thr process but haven't had any confirmation so at the moment I have no idea if anything worked. I'd like to order my new watch ASAP but would obviously like to use the discount code...