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.

[jgrun15k]

Who are you referring to?

Sent from my iPhone

[aising]

Thank you I also

put in my details again and  got the email with discount so thank u 🙏 

[Ecgirl07]

I have the same problem - https://myhelp.fitbit.com/s/devicediscount this link doesn't recognise the reference number from globalintake-no-reply@sedgwick.com email?

Is this a wait it out scenario?

[dvpatel]

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@Ecgirl07 wrote:

I have the same problem - https://myhelp.fitbit.com/s/devicediscount this link doesn't recognise the reference number from globalintake-no-reply@sedgwick.com email?

Is this a wait it out scenario?

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Yes. The official word from Fitbit is to wait it out. Some have reported having to wait more than 24 hours and some even more than that. I am in the US. I signed up yesterday morning at 7:30 AM ish Eastern time. After about 13 - 14 mins, the reference number got accepted.

[OllieCrafoord]

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@dvpatel wrote:

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@Ecgirl07 wrote:

I have the same problem - https://myhelp.fitbit.com/s/devicediscount this link doesn't recognise the reference number from globalintake-no-reply@sedgwick.com email?

Is this a wait it out scenario?

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Yes. The official word from Fitbit is to wait it out. Some have reported having to wait more than 24 hours and some even more than that. I am in the US. I signed up yesterday morning at 7:30 AM ish Eastern time. After about 13 - 14 mins, the reference number got accepted.

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I tried re-registering and got a new reference number and it worked for me. Maybe try that?

[VersaAFTERionic]

About 10 months ago, my 2018 Ionic stopped charging normally and got warm, not hot, but would not charge.  I loved it but had to discard it.  Replaced with a Versa.  You should be able to consult your records of my ownership and offer me the $299.

I respectfully await your reply.

[Aleks93]

My ionic is:

broken (i cant turn it on)
no box. I throwed it

no documents. It was a gift

is there a chance? Contacted online support.  Wasnt really helpful. The last message was that they redirected my question to a higher level of support and im not sure if i will get an email from them or not

[Odyssey13]

@VersaAFTERionic  you posted in the community forums and no one has the ability to help you. You'll need to go to the Ionic Refund page for more information. See the first post of this thread for details.

[slipd]

So, I've completed all the preliminary stuff and verified - any idea on how long it takes for the discount code to arrive? I'd like to get my new Sense ordered 😊

Also, it appears my Ionic is still syncing? - I'm not wearing anymore btw. 

[OllieCrafoord]

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@kvahora wrote:

After registering for the recall Account Verification gives me the error "Reference Code not found" & I have waited more than 30minutes. Does anyone know how to fix this? 

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You just have to wait for a long time. I waited for 19 hours and then decided to try to re-register and get a new reference code. The new reference code worked after 30 minutes. So, just be patient or don't be patient and re-register lol 🙂

[annieuk]

@kvahora we never had any luck with this either yesterday so eventually registered again today and the verification worked the second time. The ionic was immediately disabled but no email or discount code has arrived. It's been about 5 hours now. I'm in the UK. Hopefully the email will turn up eventfully.

[Nicro666]

Do they refund the exact Price we paid for the watch ?

[OllieCrafoord]

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@Nicro666 wrote:

Do they refund the exact Price we paid for the watch ?

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They refund 299 USD.

[kimtucker]

I am having trouble with the refund request form. It doesn’t accept my email address. I have tried to contact someone with no luck. Does anybody know how I can contact someone to assist me please? The contact link doesn’t work. Very frustrating.

[Plec]

I have contacted support and I've not got anywhere.  I will probably not be going to buy another fitbit 

[MotleyLew]

everything worked but when the watch "started up" i got a screen that said "Data not cleared. Sync and Try again" Not being able to sync was the reason i had to resort to this in the first place.

[JoMul1]

Hello, I wondered if someone could help me. I have just seen this update about the fitbit being refunded. 

Unfortunately my fitbit gave up on me some time ago, it stopped charging normally and got slightly hot. I therefore disconnected it from the app, (wish I didn't now).

Looking at the faq's on the webpage for the refund, it didn't give me much info. So I raised it with the 'chat' service and was told another department will have to get in touch with me, no timescales were given, but I'm concerned.

1 - they don't get in touch with me

2 - they do but it is too late (I'm unsure if there is a cut off time for this to be completed.

3 - if I will be entitled to a refund because I delinked it.

When I'm going through the registration process, it is saying there is a defected device atta he'd to my account. 

Is anyone else in this situation and if so, are you doing anything different that I should try? 

[GrubbyDuck]

FAO: FitBit support & moderators:

I've registered and for 12 hours I have tried to validate my claim.  I keep getting:  Reference Code not found.

Anyone else?

Anyone know what the resolution is please?

Spoke with FitBit customer services and twice I was told to wait out & keep on trying then I was told my claim has been validated.

Again,  anyone else had this & does anyone know how I can check if my claim has been validated?

I still have my Ionic - thankfully, but it is dead.  Died months ago. Stopped charging after it overheated that one time doing so.

Do I have to pair it with my FitBit account to get the validation process to complete? I cannot pair it as I cannot get it to charge so cannot power it up.

[oldgit60]

I have a reference number but I can’t get any further, apparently it doesn’t exist, I’ve been trying all day, but I expect that there could be millions of people trying to get it sorted, somehow I doubt that we’ll all be able to get it sorted, it’ll cost too much 

[Ingelby]

Yep same here , I got a response from chat “ try again as busy” 

also I think I’m being dim but is it possible to see other peoples responses to these questions?  
 I think this refund process sounds complicated for a reason 🤔

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Thanks that’s useful info 😊