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.

[PaulAvo]

Don't copy & paste. Try putting the code in manually. Also, if the submit
button is greyed out it could mean they are inundated with server activity.
Keep trying. Another fix could be try another browser, such as Microsoft
edge. Worth a try.

[Bahappy1]

I have Microsoft Edge, I did entered the code and not paste it in. 

I retried and again no success, tried it on several PC,s here.

[Nidge1]

Thanks for that info.

Sent from my iPad

[Len-tikular]

I have attempted to complete the Ionic refund deal but it fails with the message 'Reference code not found'  3 times I have completed the application and on each occasion I got a new reference code which when entered into the box I get the same message. 'Reference code not found' 

I've waited at least an hour before entering the code but I still get the same message, Fitbit on Facebook are as much use as a chocolate fireguard, the do not seem to understand the problem.

Can anyone who has completed this successfully give me some help,  many thanks

[TammyLynn_17]

I ordered the Fitbit Sense from the discount store. I was perplexed about only being able to go in once, but after being in the store I can sorta understand now, as because it's all already marked down. They could have done it a lot simpler, the whole thing, in my opinion, but It's not my company and I'm sure they have reasons for doing it the way they did. At the end of the day, it's an old watch a lot of people have had a long time. I consider it very generous to offer us the discount they have along with a refund. Oh and free straps! And a year trial of their pro account. 

As for what's in the shop. It's not a fully stocked shop. There are two smartwatches, the Versa 3 and the Sense. And a tracker, the Charge 5. The free bands include the sports bands and the infinity bands. And then there's the Premium Membership free year. That's all that's in the shop. 

[SImserNo1]

I have tried 3 times in the last 2 days. I receive the verification code via email,  but it is not recognised, I cannot then progress to completion of stage 2. I've contacted support but I'm just being told it's busy and to try again. 

[LyPa]

Hi, it is the same here - I tried it several times, on different devices and different browsers... I entered the code and the error is always the same... 😫

[Bahappy1]

So the answer was, one has to retry and retry ... ,it's busy... what did they expect of course it's busy they sold us an expensive watch that appears to be realy unsafe and they started a recall procedure (they send emails out to registerd users with this watch) so they could calculate the response .... now i think because it doesn't work several people start the procedure again and again  (like i did)  causing a overflow. 

[moldol]

Thanks for the response. Good to know I’m not the only one or that it is just my lack of computer skill 😆

Sent from my iPhone

[JustNikki]

I'm glad to see that. Not that is not a full stocked store, but all 3 products that I want to get are in it! 🙂
Btw - how is with extra power chargers - can u get those in the store as well? I usually need at least 2 per device

[Selwood14]

I am having the same issues.  I contacted live support and their response was “ due to the high volume of requests we are currently experiencing some issues with links,codes,and forms.  Thanks for your understanding.  Please try this process later. This recall won’t finish today, so no worries at all.

that was 3 days ago and I have been trying each day with still no joy.  Same message each time when trying to verify account details.  Frustrating to say the least

[TammyLynn_17]

@JustNikki Sorry, no chargers in the discount store. They are in the main store. Depends on where you are located, but I find the chargers cheaper in town. For me Argos. And yes, they are official Fitbit chargers, not a third party. Here are some screen grabs of what's in the special discount store. 

[JustNikki]

Thank you! That screenshots are really helpful!

[TammyLynn_17]

@KingKaid About refund. I've not received my refund yet, don't expect it for a few weeks yet. I'm in the UK. I went ahead with ordering my new Fitbit as I didn't want to go that long without one and with the huge rush that's been crashing the websites and that we only have 90 days to take advantage of the discount and free bands etc, I thought I'd play it safe and go ahead and get mine before they ran out. 🙂 

[HerbieSalad]

I have had my code to verify my account but not recognised . 
Bigger issue I have is my Fitbit how come up with foreign language or weird letters despite me not being able to complete verification. Anyone else had this ??? Changed language in app to Uk and restarted watch but still on this 

 

[TammyLynn_17]

@JustNikki There is a small glitch in the system, it seems to only want to let you order the large straps for free, if you click on small and click to another colour and come back to the colour you want it will then say small for free. That was my experience anyway. Good luck! 

[AlanP1]

So has anyone based in Ireland used the discount yet? I have it available to me, I have two emails saying it is available to use but haven't tried to use it yet. 

[TammyLynn_17]

@intouchweb I think the contact problems are down to them being overwhelmed with thousands of people all around the world showing up for their refunds with questions all at the same time. They just weren't prepared for this kind of traffic.  

Both codes are one use only. I think this is because the items in the shop are already discounted. I'll provide some screen grabs of what's in the store below for you. Not everything in the main store is in the special Ionic discount store. I found there was a glitch in the system when choosing sizes for the bands. If you changed the size it reverts back to its original price, if you click on a different colour and click back the size stays and then you can get it for free. 

[TammyLynn_17]

I don't think it's broken, I don't think they explained things well. It won't let you order more than you are allowed. 

I had the same problem with the band sizes, it's a glitch I think. I clicked on small and it took away the free price, I then clicked on a different colour and the size stayed small. So I clicked back on the colour I wanted and it stayed on small and now free. 😄 Good luck, hope it works for you too. 

[Scibbo]

I don’t know if anyone else having this problem, I can get to the stage where it says to stop syncing, well I can’t as the iconic is dead and can’t connect, so I don’t get to the stage where I can supply details for a refund, and forget about calling the help line, and no one answers the live chat