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.

[Donkeychops]

Thanks for this but unfortunately people are having a multitude of issues.  I haven’t received my discount email.  Others cannot register and so on.  Help with these issues would be useful

[randijaa]

I am stuck in this registration form - have disconnected Ionic  - but it says in the form:...verify your account to receive your refund - and how do I do that?

[OllieCrafoord]

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@Donkeychops wrote:

Thanks for this but unfortunately people are having a multitude of issues.  I haven’t received my discount email.  Others cannot register and so on.  Help with these issues would be useful

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Yeah, this is a mess, lol.

[Grizzby]

@randijaa I think you did everything you could, may just go ahead and close the tab. 

[Silverspy]

Imy husband's ionic won't charge up so cannot connect to the app. How else can he get a refund we have tried everything else. He stopped using it and got a different one but he would still wish to claim 

[randijaa]

So you think I'm done? But I didn't get option where refund could be sent - bank-account or PayPal - so I am just to await an e-mail with further information/instructions? Arriving sooner or later.......?

[sbert]

I have the exact same problem.  My Ionic was overheating and finally stopped.  I discarded it and was just informed that for any customer that discarded their Ionic no refund or discount is issued.  

[sunmanuk]

Just re done my confirmation of account and got my discount email straight away , and now purchased a sense

[NGahan]

I registered for recall earlier today but have not yet received any more communication from the site. I did get one to acknowledge I registered and it stated I would receive a confirmation email but it has not yet arrived. I m eager, like yourself, to invest in new watch asap. I tried the chat feature three times but did not receive any feedback at all. I appreciate they are probably busy at the minute but it would be great to get it sorted asap.

[vaniagravito]

Hi,

I complete the step 1, but when I go to verification it's showing United Kingdom. I already change my location (I think I did it right) but it's not updating in the step of verification of account. Can you advise?

Thank you

[Ma85Mo]

So I have registered everything and the ionic is disconnected from my account but no email regarding store discount.

Tried getting help via chat, but the agent was unabel to help me. Told me it was escalated toa  senior team member that would get back to me via email. But no timeframe 😞

I mean, I understand that they can't answer everyone at the same time, but now that I can't use the ionic anymore I want to get a new device as soon as possible, so what to do without the discount code?

[PamelaC1986]

Tammy i had the very same question... I selected the mastercard option but was confused when they didnt look for details... Also done the refund application and was told  7 days to Deactivate my sync but it was done in an hour..... It will be a long few weeks with out my fitbit.... 

[Grizzby]

@randijaa I think you are, a least i done the same thing and my Ionic is not syncing anymore. But as many others, i did not received any mail or anything from Fitbit as for right now (it's been like 5-6 hours). This whole thing is just a big mess tbh, blocking 300 USD device like that and not even giving a single mail after the procedure is absurd. 

[RolandM]

Dear Fitbit,

Today I received an email from you in which you stated that my Ionic is still connected, which is true by the way, to my fitbit application on my phone, however I registered for a refund. But the situation is that I have two Ionic smartwatches. I had the mentioned issue with the first one and I bought a new one, which still works and connects to my phone. So my question is, should I stop using the working one too? Because in that case I will have two useless Ionic devices. And if I should stop using it, how I can request refund for both of them?

I am looking forward to your reply.

[OllieCrafoord]

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@Scottfitz09 wrote:

• 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...

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I haven't received mine yet and it's been about four hours since I submitted the verification & they deleted my device from my account. I'm in Sweden. I'd also like to get my new device asap 😞

[sbert]

Yes - my Ionic was overheating, stopped working and I discarded it.  They will not issue a refund unless you still have the Ionic and return it to them.  

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Same for me.  It is ridiculous.  I think if you have proof of purchase there should be a refund.

[randijaa]

OK. I'll wait and see. I have been a Fitbit fan for many years and the different models have given me much fun and motivation. I cannot sync my ionic any longer, but I have an old Charge that I use as a reserve - but as I cannot be without a good watch for many weeks I went today at a local store, buying a F.Sense - I miss the discount then,but I hope at least I'll get the refund when time is due. (I also noticed something strange - the Fitbit account can't have a Versa and a Sense at the same time, or a Sense and an Ionic. But an old Charge can go with another equipment)

[Nobular]

I went through the registration process on Wednesday morning, I still haven't received any confirmation. I contacted support yesterday and they said to wait at least 72 hours. Seems like they are swamped - which is strange given that they know how many devices are out there.....

[Charf1990]

I've started the registration process for a refund after the ionic recall but after selecting debit card as my refund method I wasn't asked for my debit details? Not sure when this will be asked? Also I started this process at 10am (its now 7pm) and I've received no email to confirm my verification has happened and now my fitbit has stopped syncing. 

[randijaa]

Can you tell me WHAT you actually did when confirming (or verifying) your account??