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.

[Zej]

Hi,

I also started the refund procedure from the start and got a new reference code, which worked after waiting 30 mins.

I noticed a difference in the questions dialog, the fact that I could choose 2 refund options now. During the 1st attempt there was only the creditcard option, the 2nd attempt I saw 2 options: Creditcard or PayPal. Seems the refund script already has been altered to work properly now.

[bi-Ionic]

What registration number?  Do you mean reference code?

[palekid]

I am UK based too, use this link and use your claim reference number

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

I logged my refund claim yesterday afternoon and this morning I was able to use the above link and have received my discount email and have placed my order.

[DianeButcher]

Don’t like clicking links, so I went through the fitbit store and tried the code but it was invalid, please be careful everybody, do not click on links!

[IlseK.]

Hi @annieuk, try https://myhelp.fitbit.com/s/devicediscount with your reference code.

Thanks to the very helpful post from @TammyLynn_17 it worked for me!

[chris_1981]

I used it and got the email with my discount code and I got into the discount page and have been able to order a sense with no problems

[FitnessPassion]

Thanks @YojanaFitbit 

I have completed Step one of the refund process which stated a refund would be issued within 3-6 weeks. If you do not have a PayPal account, you have the debit card option. 

1. Is this MasterCard only? I do not have a MasterCard or Paypal account.

2. After stating which method you would like to get your refund, it doesn't ask for any bank details. Will this be asked for at a later date?

Thank you.

[Eisoptrophobia]

Hi,

I am having trouble getting my account verified in the UK. Got the code and doing step 2 and keep getting the 30 minute wait message. This is 24 hours later.

Tried the 24 hr chat option, no responses there....

Can some one offer any thoughts on this?

Thanks

[flyingpiggy]

Hi, I am in China right now. I was following the recall process; my ionic Adidas is already disabled. However, I didn't receive an e-mail to confirm my refund option. I am not sure if it takes time to get that e-mail or not

[PaulMe]

Please be aware that the official Fitbit Ionic Recall Account Verification email that you should receive after your account was verified and your device  syncing was disabled (crippled for want of a better term) says that the discount offer ISN'T available in ALL regions. What I'm taking from that is that we're all entitled to the local currency equivalent of USD$299 refund, but not necessarily the discount as well. I could be wrong. I received both in Australia. 

[rgramos]

I encountered the same issue during the verification process. After I entered the reference code they sent

via email, I got the message reference code not found. Tried it after 15 hours already.  I am from Manila, Philippines.

[RDG1973]

Went through the refund process, no discount code sent so cannot order another fitbit. Support said yeaterday it may take a few hours, still hasnt come through. Now the online chat isnt working, I got on and waited over 30 mins for a reply and then was redirected to a lost link page, phone lines not open and no reply to DM's from support. So now i have no fitbit and cannot purchase a new one. Very poor from fitbit. 

[natasja.wijers]

Hello

I registered but the code I have to enter it keeps showing as an error. both after cutting and pasting and when entering manually. So I can't get past step 1. And the support can no longer be reached online. Can someone help me?

[RDG1973]

No i'm waiting on mine, was told by support it could be a couple of hours. Now waiting more than a day, can no longer contact support. 

[Robwest23]

The watch has gone from my account and I can no longer connect to it. I have reset the device but there's nothing come through from Fitbit, says on the website 30mins to get an email with the discount code... Is been a couple of days now?? 

[N8teGee]

@Lashw007 I'm currently using a Sense and they were able to detect that I previously had an affected Ionic connected to my account. I did have to re add the device in order to complete the step to disable device syncing. 

[Rebekah91]

@natasja.wijers Mine took a few hours to work because I had the same problem, I think the site is bombarded with everyone trying at the same time. As recommended by someone else to do in this thread, I waited and then got another code which worked about about 4 hours of getting it. Maybe try that? Hope you get on ok!

[Amychgreen]

I completed the process yesterday, they’ve immediately disabled the ionic yet I have still to receive the email with the discount code on. Tried ringing and spent ages through chat and got nowhere - just told to wait for the email! But I want to get a new device today as lost without one. 
So angry that they disable so seamlessly yet cannot send an automated email with a discount code on and seem unable to advise when this may arrive! Funny how the step 1 email arrived so promptly…..

[Mammyofmillions]

My Ionic has been disconneted today as I agreed yesterday, but no emails have been received as to how a refund will be paid! I clicked card option but wasn't asked for details. I need to replace this watch and have the disco t code link posted on here but want to ensure I'm getting a refund aswell! 

[Donnamck]

I was slso waiting to receive the discount code email. I followed this link-

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

Then used the initial registration reference number(the long 16 number code given by email at the start of the process).

I was able to choose from 4 different watches and purchased the fitbit sense for £168.00, they also allowed me to choose a 2nd wristband for free. I think the other options were the fitbit versa 3, charge 5 and one other (I dont remember). You were also given the option to choose one wrist band for free. Shipping was stated as 3 to 5 days, and I've received my order confirmation email. I am away to cancel my premium fitbit subscription, as we also receive one years free premium subscription to new users.

I hope this information helps.