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.

[Odyssey13]

Hi @KylieJump  see if the FAQs help out on this link. Phone numbers listed at the bottom of the informational page and since the lines are probably busy, just keep trying - click to go there

[simonbrads]

Re bands/straps not being included in the shipped items: this has happened to me, too.

On coming back to my computer the next day, I've realised I didn't actually enter the promo code at checkout. I forgot about it, the box wasn't obvious, and the prices were already discounted! Does the promo code even do anything? Could this be the reason for no straps?

[MuzzaP]

Both my wife and I own IONICS.

We completed the refund form and received codes by email.

when entering these codes into the website we get told reference code doesn’t exist!

please can someone sort this out fast?

Murray

[TomDuke]

@simonbrads - Last Wednesday I ordered two Sense watches and two free bands using the discount code. All items were shown as "in-stock".  My order arrived today, but one of the straps was not included (as was indicated on the shipping email).  Checking the Fitbit web store the sport strap I selected is backordered until October! 

My return kits are being delivered by UPS tomorrow.

[中国的用户怎么样退款]

How will China refund? When do I return? Thank you. Have a happy day

[Agent-86]

Try again.  Make sure your name is spelt exactly the same as on your account. 

Mine didn't work initially when I include an apostrophe in my surname. 

Fitbit account creation wouldn't let me set it up my account with an apostrophe forcing me to misspell my surname.

I was able to make the recall Registration & Account Verification work on the 3rd registration attempt when I included my surname without the apostrophe.

[KylieJump]

Thanks for your help

KylieJ

Get Outlook for Android

[EdBas]

Hello! I'm an Ionic user.

I made a refund request with this recall, but I get an error "Country is not eligible for this process!!!".

by the way, this is Korea.

In relation to this, I was instructed to try again on the English site, but the same error occurred.

What should I do about this? ;;;

[Agent-86]

Hello Terrier01 / All, the Fitbit Support Systems and processes are certainly clunky and not straight forward to operate.

After 3 attempts, I finally managed to get the Recall Registration & Account Verification to work - see earlier post about my surname & apostrophe.

Then received an email saying my refund would be forthcoming.  Good - waiting for it now.

The email contained a link to obtain the discount code. 

I followed the procedure but it would not recognise me.  Another road block.

I logged out of my Fitbit Account and logged back in.

I tried the discount link in the email again and it worked this time. 

So log out and log back in and hopefully it will work for other people too.

I have 90 days to use the 40% discount code. But I can only use it once.

I hope this helps.

[XSive71]

Same situation  here ( Belgium ) The verification code received from the claim handling company (Sedgwick) is not recognized by the verification proces on the Fitbit site. Users are being told to wait. 

A fitbit support staff admitted there are problems and suggested to ‘’try again later’…..

I will follow up every single day till the refund is obtained and report findings on this and other sites

[Maebhy]

I have had the same issue. We only recycled a couple of weeks ago. 

[tcgaoxifeng]

Hello , I am in China.

My Ionic couldn't retart , so do I couldn't fill in the refund form.

What can I do?

[kiwi61]

I have gone through the process and waiting for my Ionic syncing to be disabled.  Does it need to stay linked to my account while waiting or can i use my Charge 4?  The fitbit system wont let me use both at the same time and requires I change from one to the other. 

[Keith.C]

To those who's ref code not found.... I did the registration on 05Mar and received the ref code same day, until this morning that code still 'not found'....  I did another registration today and got the new ref code, that code works fine and able to move to step 3 (disable device syncing) :  'We'll permanently disable device syncing within 7days.  You'll receive an email confirmation after we disable device syncing. You'll receive your refund in 3-6weeks'

Hope that can help... by the way I'm from Hong Kong

[Jonesey.49]

I have Fitbit Ionic, never had any problems which I have used up to 4th March when I received the recall notification. I unpaired the watch which was a mistake, as now I have come to register my claim, I cannot move past the stage 2 process, I have followed the instructions to pair only to get an Abort something went wrong. I been trying this for 4 days now so i can’t complete my registration. Any suggestions.

[MakiM]

I have tried to put in my reference code fore 3 days now, it always comes back with the same message , saying that code doesn't excist...

I have used my ionic for years and really love it (it looks and works like the day I bought it,) and I am really dissapointed to not be able to use it now, I wish they wouöd at least hurry up.the process so I can get a new watch.

This bad Service just makes me want to change to another company completely. It should be an automated process really to just issue a refound to people still having an ionic linked to the fitbit-app and using it.

Should one regoster for a refund again so the reference number works, did that work fornanyone else? 

(From germany, btw. If that matters) 

[kiwi61]

Never mind. It is disabled already so all good.  i will relink the charge.

[Dannyalf]

Hi,

when you’ve registered and had the email saying stage one is complete and in the email, given a link to verify account. Is anyone else being told they don’t have an affected device on the account and to contact customer services if this is wrong ? 
I keep getting told this. I’ve rang up and they’ve said it’s just a random error code and to keep trying which I have for 5 days now. It’s starting to get really frustrating. 

[Nickiq]

Hi Fitbit,

I think it’s extraordinarily poor that you disable my device in 7 days then take up to 6 weeks to provide a refund!!!!  So I have no active tracker for possibly 6 weeks 😮

[dirkjanmdl]

Same problem here, the 'reference' is not accepted during validation. I tried the whole registration process twice. I wanted to buy another Fitbit but now I think I will not, especially because it seems to be impossible to contact the company about it other than calling during work hours.