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.

[SunriseRun495]

Like a lot of people it seems the recall process is broken. I seem to have an issue that I've not spotted on any other thread. I've completed step one sucessfully, got my code in an email and progressed to step two (device disable). The step seemed to complete fine, it verified I had an Ionic connected to my account and asked me to confirm it would be disabled which I did. After that step was completed I've not had an email and my Ionic has NOT been disabled. This was all 4 days ago so I think that's a reasonable time for the system to catch up and send an email out. I've tried the whole process again but step two now says I don't have an Ionic connected to my account despite it functioning fine and still syncing.

Edit: I've checked my spam folders etc.

Any ideas on what to try next? I've been sat on chat for a while hoping that someone will talk to me but even when they do I don't have confidence they will know what they are doing and just refer me back to the process.

[alisondurrant]

Hi
Like you I first had fit bit charge. It went wrong after 2 years. Got an ionic which developed a fault which at first they wouldn’t believe. Then they did replace it with another ionic as it was within warranty. This one developed same fault but they didn’t believe me so I haven’t used it at all. Now it’s been recalled but I only received an email with a reference no. Which I assumed is same as code, there wasn’t any other numbers or codes in the email so I can’t finish the recall registration. I have a Garmin VivoS move. Which works very well, it looks like an ordinary watch. My only issue with the Garmin is that the strap

Sent from my iPhone

[FH85]

How long did you have to wait after receiving the code? I’ve been trying for nearly 48 hours and it’s still saying ‘reference code not found, please wait 30 minutes’

[tearbelle]

I went through the registration on Friday and received an email this morning to say the refund will come through in 3-6 weeks and I also got an email this morning to register for the discount code and it only took moments to get the code. 

[Fiona2482]

@tearbelle same I got my email about 5am, I just can't afford to use my discount until they give me the refund 😪

[TuridLie]

I am in Norway

[tearbelle]

on Friday when I was registering it said the discount could take up to 7 days and took 2, so hopefully the refund will come quickly too. ♥️

[TuridLie]

I will

[Grinchy]

Still waiting!

I tried doing live chat but no one answered.

I’ve done another registration and got a different code but that’s not working either!

Krista M Idle
Sent from my iphone

[katylb]

I have the same problem, out of interest are they offering a free replacement to the sense ??? 

[Djas]

Following the recall process I got almost to the end. The store code took me to the Ionic recall version of the store (UK). I proceeded to put a Sense in my basket but when I entered the provided promo code it told me it was incorrect (I had used cut and paste, so tried typing it in instead - same response). So I started a chat and it was suggested that I try it on a computer. Interestingly, because a Fitbit moderator suggested that it was possible to revist the store many times, when I tried entering the reference on a computer it responded that "This reference has already been redeemed or timed out".  Back to the chat, to be sent a link to a dedicated UK recall phone number. As it is only manned Mon - Fri I will have to wait until tomorrow.  Will post an update when available.

[alisondurrant]

I think they haven’t given a code out. Only the reference number to keep track of everything

Sent from my iPhone

[SunsetRunner]

Registered on Thursday through the sedgewick.com page, said they’ll cancel the sync within 7 days and refund between 3-6 weeks. No confirmation e-mail though but on Saturday got an e-mail from Fitbit saying I had an impacted device and to register 🤷🏼‍
For a company the size of Fitbit it’s ludicrous that there is no other information whatsoever on the recall, I mean come on guys, pull your finger out and start talking to your customers! 

[GrafKoks]

Same for me, registration code doesnt work

error message on step2 "Reference Code not found"

[Mansoor721]

Thank so much 🌹

[randijaa]

Me too. It will surely take some time - so I bought locally a Sense while waiting, hope I can get some of the expences covered.

[wprunning]

I had the same problem  all yesterday and this morning, then today it was saying I didn't have a device .  So I redid step 1 got another reference code tried it didn't work then waited 3hours and it has just worked with the new reference code. I think the system is just getting slammed. 

[SurajBI]

Regarding the discount codes!

So the code valid for 90 days after one accesses the link?

What if one doesnt access the link, the email with the link to access the discount codes says the discounts are for limited time but doesnt specify the exact deadline?

Also as many others I am confused between apple series 7 and fitbit sense as fitbit after being bought by google has become notorious with data handling!

[Coastie61]

This is seriously peeing me off now. Registered twice. The ref numbers are not recognised whether I use my phone or PC. Been trying for days. Ridiculous and absolutely no support from Fitbit. If and when I am finally successful I seriously doubt I'll use my refund to buy another. You have done your brand untold damage here with you you have responded.  My ionic is my 4th and probably now last one. Pfft!

[Stefan8923]

@SunsetRunner if you search through the comments ull see the anger and pissed off messages i was sending, so i thought the same that it was a sham and couldnt be real, so i dont blame u for thinking that. This is the image i was getting time and time again, even after re-registering  for the verificatiin code about 7 times.

 

Then like i said to u in my last message i woke up at stupid o clock this morning. Re-registered for the code waited 20 minutes and it worked and after it worked this is the image that i then got.

i did not wait for the link by email to then go further with the process as i had reas through nearly all of the comments and somebody, @slhaunz put a link to go directly to the following step.. (if somebody can put that link here then im sure it would be beneficial to people when they finally get passed step 2 rather thaj searching through the comments)

So unfortunately @SunsetRunner @ its time consuming and nothing but a pain in hole but it does work eventually. Sorry i can be any more help or have any more good news. Just have to bare with it man