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.

[roddyj]

Same predicament.  Where did you get to? 

Live chat hours are 8am - 8pm in Aus, so not that convenient - and the US livechat is not responding (chat ends after an hour of nothing),

[Miss_Lizi]

I just followed the process through having ticked MasterCard, I’ve had my code through and bought a new watch with the discount code etc, but can’t get my head around this prepaid card thing. I should have picked PayPal as the money would be better in my bank account. Nevermind!

[Nidge1]

I'm in the UK.
Didn't answer phone calls at fitbit UK after 1 hour.
Just keep getting verify code and re enter.
Just going round in circles.

[roddyj]

---

@Nidge1 wrote:
I'm in the UK.
Didn't answer phone calls at fitbit UK after 1 hour.
Just keep getting verify code and re enter.
Just going round in circles.

---

I did a third registration this afternoon - that let me get through to step 3 of verification (no more "Reference Code not found"), but the device is not synced to my account (using a Sense now) and the ionic screen is blank, so need support or i'll never get past step 3.

[GuyFit]

I used the codes and placed an order. I was not informed at checkout that my item is on back order. The order confirmation gives no indication of when back orders will be shipped. I also paid for 1 Business Day Delivery, which clearly is not going to happen (the promo code supplied for shipping didn't work). I tried chat on the support page to ask for a refund of the shipping charge since it will not be arriving in 1 business day and to ask how long the back order will take. No reply. An already unhappy Fitbit customer due to the bad performance and support of the app, perhaps now is the time to cancel my order and use my refund to switch brands. 

Moderator Edit: Word choice

[Missyfly]

Received all codes watch  disabled received codes for store picked my new watch etc but promo code won't work invalid. Any help

[NRM1979]

Thank you. This is exactly what I filled out on Friday (and got to the stage 4 text).

Just did it again, and the code arrived immediately.......

Thanks!

[wickwarbob]

• I owned a Fitbit Ionic until July 2021 when the charging / watch overheated and burnt out. I purchased a Fitbit Sense because repair to the Ionic was impossible / damaged beyond repair. The watch could not be used, unable to be registered. Unable to claim your systems prevent this. See correspondence early July 2021

[RK007]

Hey , I am also getting the same error. Its been 3 days since I have completed the step 1 and received the reference number.

Any luck with you ?

[HerbieSalad]

In the Uk - and no! Same issue 3 days later and no further forward

Sent from my iPhone

[Nidge1]

I don’t believe it.
Just got to the end of this ridiculous claim system and it supposedly work.
Says my ionic will be off the system in about a week and I should get an email in about a week and a refund in about 6 to 7 weeks.
We shall see.
Good luck to you all out there.

Sent from my iPad

[Tontor]

Finally got notification that new fitbit sense is on its way. Expected 15th-18th March. 

Still no credit back  

[GuyFit]

That's bad news as I have ordered and on back order. My Fitbit won't get delivered between those dates if they ship it then because I won't be at home. I was not informed at checkout there would be a delay and even paid for 1 Business Day shipping. Fitbit needs to be more transparent about what's in stock and what's not at the time of ordering and give shipping dates estimates. 

[colinnorris]

Thanks for the link

Just tried it but "reference number not found" message

Same on the refund page

I've had the number 2 days now

Very frustrating especially for a tech company to have such poor systems

[birdman5589]

Good luck getting the code. I have yet to receive mine and I registered on March 2nd before they even posted about the recall on the forums. You can even see that I had the first reply in the recall post mentioning contacting support as I did not get my codes.

I received the email right away but the codes were missing. So even if you get the email the codes may not be provided. Daily chats and calls with support have yet to result is me getting my codes. 

So if you find a magical means to get Fitbit to actually resolve the issue when following up with them, I would love to know. 

[DeanP477]

I appreciate the advice above. However, I like many other members of fitbit have made several attempts to follow the steps detailed but we can not progress as the code provided to verify the account is not recognised. We are subsequently advised to contact support who often does not respond. When they do respond (based in members of the fitbit community) we are told to wait.

I have waited more that the 3o mins suggested before attempting to verify the account, in fact it has been 3 days now and it still does not work. Are we to be without watch for an extended period until this issue is resolved.

Dean,

[Nidge1]

I re registered 4 times.
Never got past verifying.
Three days been at it using all the codes at different times.
Today 1 was accepted and my watch is now disconnected.
Now awaiting an email ( we will see) confirmation.

[Clapoti]

@Loodicrus so you got the confirmation email and your Ionic removed from Syncing at the same time ?
My Ionic is not syncing for 4-5 hours but still no able about a refund.

[Nidge1]

Refund coming in 3 to 6 weeks.

[King2bss]

Got registered and went through to the store.  Sweet!  Left the store and upon return I cannot view products in order to purchase with the generous discount code.  HELP!