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.

[OllieCrafoord]

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@Andykiz wrote:

This is an absolute joke. I registered for refund yesterday fitbit is now disabled but no email. I've just done step one again try to do step 2 which is now working but it now says your device is not connected - yes because you disconnected it fitbit! I can't now recconect it as it'd disabled. What a farce. 

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Try this link to get your e-mail https://myhelp.fitbit.com/s/devicediscount

[imeifon]

Thank you. I will give that a go.

[Marksilver]

This is the same for me too. I can’t get past step 2 as it says no ionic associated, I clearly have one and have had for three years and it syncs daily to their app. 

[Andykiz]

Thanks, unfortunately it says reference code not found now 

[Lillybilly]

• Hello, I completed the online information for the refund. I completed everything ...I think. But thought I may have received an email reply to say you have received the online compensation registration details and next steps. I completed the online forms yesterday approx 6pm UK time. Can you advise me if you have that information and the best next steps please? 

  When do you get the discount voucher code?

  Been on the chat facility and no one replied to me. Sue you are busy so resorting to this option

[Andykiz]

I just re tried my original code from the first time I registered with the link Ollie sent above and it worked. Thank goodness for that! Thankyou Ollie 

[Will_7]

Thanks for letting us know. It's apparently more than Fitbit can do. I guess now I have to obsessively check my spam folder for the next 6 weeks in case I finally get an email for the product they've disconnected for me.

[jurgers]

i received a reference number for refund but the number does not work, please assist

[FitnessPassion]

I had to do this twice before it went through and got a discount code email.

To do this, I clicked on the 'verify account' link I was sent, and then it gave me extra options to complete Step 1. I think it works sporadically due to the amount of people trying to process their requests. The only thing I'd suggest is to keep trying. I don't think Fitbit anticipated the amount of traffic they have had, so responses are slow or non existent. 

I'm in the UK and the email I kept using was the one with the subject 'Fitbit Ionic Recall - Step 1 Complete – Reference XXXXXXXXXXXXXXXX' to eventually get the discount email.

You should then get the discount email, and then you can choose a new device from the options provided. 

Hope this helps. 

[OllieCrafoord]

How long have you waited? Does it just say 'reference code not found'?

[anotheruser12]

Mine doesn't work either.  Supposed to wait 30 minutes yet I have tried 14hrs later and it still doesn't work.

The 24hr chat line doesn't work either...lack of working support is probably a common endemic issue related to the same software driving the Ionic!!

[Guy_]

HI, try contacting Fitbit Support directly via the Fitbit App, click profile photo, Help & Support, Contact Customer Support.

[natasja.wijers]

No!

i have one mail with code but it says it’s the wrong code

[OllieCrafoord]

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@anotheruser12 wrote:

Mine doesn't work either.  Supposed to wait 30 minutes yet I have tried 14hrs later and it still doesn't work.

The 24hr chat line doesn't work either...lack of working support is probably a common endemic issue related to the same software driving the Ionic!!

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Try re-registering and getting a new reference code and then using that. My second code worked almost immediately.

[jurgers]

Hello,

I’ve tried many times now, after 5 mins, 15 mins, 30 mins, 45 mins, 60 mins….now I received the code 75 mins ago

The code is for Ionic recall - refund

[jurgers]

30 mins.... I'm waiting 80 mins already

[OllieCrafoord]

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@jurgers wrote:

30 mins.... I'm waiting 80 mins already

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I waited 21 hours. Just try registering again and getting a new code 🙂

[Agps]

It looks like it’s scam from Fitbit they forced us to register a refund and then they disabled our devices to forced us to buy a new one:-(((

[anotheruser12]

Reference number came immediately.

Tried registering again and still getting the same issues!!

Ionic has been unreliable from the start...not sure I will be replacing with a another Fitbit product...

[protip1]

Same problem ! Does it work for you yet? Reference Code Not Found Please allow 30 minutes after registration on your registration website for our Reference code to work in our system. .... Fix it please! Online chat no one is online ...

Moderator edit: all-caps