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.

[pizzacheeks]

It may be different in Australia but in the states, it was one per device

[dvpatel]

Besides, if it was a bug which was letting you order one watch and 5 straps, you guys just told Fitbit on here so they will fix it soon. 😄

[Queendhel]

Hi Lizzy, I have an ionic fitbit which is no longer synced to my fitbit account às the battery already died. Am i still eligible for refund even if i cant sync my ionic to my account? Tia!

[montozkhairi]

Any email regarding the refund though? I received an email only for Step 1. Went through all the way to Step 3, but haven't received any confirmation email. The next email I received was regarding the discount, after following your discount link. However, haven't had any email regarding the confirmation of the disabling of the device syncing, even though my device was removed 24 hours ago. 

[Queendhel]

Hi montozkhairi, yes i received an email from fitbit, i then followed the steps but im stuck in step 3 where it says disable your device as my ionic is no longer synced to my account. I havent received any emails there after. 

[RolandM]

Same for me. I am going to wait...

[YogeshMohla]

hi,

Same problem..

Reference code not found..

what do we do?

[YogeshMohla]

hi,

I purchased an Ionic from India. I got a mail from fitbit regarding callback and registered. I got a mail back from fitbit quoting the reference code... But when I am verifying it, it is showing an error " Code not Matching"

Does your Ionic need to be in working condition for the refund?

Request Help...

[YogeshMohla]

oh..

is that for India also?

[Roosterboy]

Hi Lizzy,

I have completed the process but still haven't received a discount code so I can purchase my new watch. 

Regards,

Richard

[SrC2018]

I finally managed to complete the verification last night. This morning sync is disabled, but I still haven't received a verification email\discount code. I am in the UK. I am on chat, but not getting a response.

[CraigSupple]

Hello
Use this.
Re-enter your registration number that you were emailed, and you will get your discount email with your codes on it..

https://myhelp.fitbit.com/s/devicediscount


Sent from my iPhone

[SrC2018]

I had the same problem. I repeated the registration process and was emailed a new code. This time the verification went through. I have screen shots. Sync is now disabled. Unfortunately, I haven't received an email confirmation, so no access code or discount. I'm in the UK.

[Aquamarina7]

I haven’t had my confirmation email or discount code and it’s been more than 12 hours. You got yours yet?

[CraigSupple]

Do this..


I was stuck for 12 hours after having received the confirmation of Step1, I then followed the Verify Account link, where I input my reference number twice, it then said I had registered successfully but the screen was stuck on Step 2, with a yellow exclamation mark saying I was already a processed user.

I then followed this link

https://myhelp.fitbit.com/s/devicediscount , enetered by reference number again, it then said I had got through to Step 4, Discount Access. I then received an email in about 30 seconds giving me the codes for access to the store and for the discount.

When I got to the store, I didn't need to apply the discount code as all of the prices were already discounted.



When shopping on the site, I did not go away from the ionic discount pages, as was worried I might lose my discount. Fortunately a dialog box pops up and asks you if you want to leave the pages so I managed to stay and order a sense and some bands.



I feel the support I received from Fitbit over this has been very poor, if they read any of these posts they would have seen that the vast majority of posts couldn not be answered by the FAQ page.



Sent from my iPhone

[YogeshMohla]

hi,
not yet verified my account as error code is shown
thx

[Kingleeroy87]

I'm getting this too

[SB1865]

Hi
I have just registered for the refund. I am in Australia. I have read through some posts and several say that the refund is 'after' Fitbit receive the watch back but that is not what my registration confirmation has. It has that disable device syncing within 7 days and receive a refund within 3-6 weeks.

I also opted for debit Mastercard. Is that an actual debit card to use or is it a refund to an actual account? If it is a card, I input my 'home address' but thinking maybe I should have put my postal address. Is there a way to change that?

[Roosterboy]

Thanks Craig, 

This worked, appreciate your help.

Richard

[Nagui]

Same for me.