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.

[Yugen]

Thank you for the reassurance, I’ll update this post if I receive anything. 😃

[JT666]

I am in the same position. It appears that Fitbit intends to make things so difficult that people will just give up.

[legalaleyan]

@Yugen 

Check your junk mail folder... if you haven't already. My email came through pretty quickly after my registration code was finally accepted (after 2 days)... but it was in my junk mail folder.

[Ginawoot]

When trying to register for the refund for my ionic it says to enter in my email. When I enter it it says that it can’t confirm even tho I had gotten the recall notice at the Email I entered. 🤦‍:female_sign:

[TheStealth]

I have an Ionic which is subject to the voluntary recall, I have registered on line. I reset the watch and paired to a phone, the phone indicated a software update and the process got to 2 percent then froze now the watch is displaying a red circle with an X and the words Data not cleared, Sync and try again. I am unable to pair / sync to a phone or pc. now, what can i do ?

[EdBas]

Hello! Agent-86.

Thanks for the help. But it is still;

Regarding that, I keep trying.

Have a nice day today ^^

[JT666]

Here, here.
But of course that would be too easy!


Sent from my iPad

[EdBas]

Oh my...

I didn't do it dozens of times, but when I go to the link you gave me, I skip step 1 right away;

In case I tried again from the beginning, step 1 passed and the cursor was stuck in step 2.

Anyway, it seems to have progressed ^^;

thank you very much!!

[TheStealth]

 

 my ionic is subject to the voluntary recall, after setting the watch I paired it to the phone. The Fitbit app stated that a software update was required and after 2 percent I stop. The watch switched off then displayed the X Data message, now when I try to pair the app states watch is locked. Tried contacting Fitbit support via Twitter not reply. Please help, can I still return the watch ?

[Mattyp79]

My recall code processed just now. Everyone struggling, try again.

[PaulAvo]

As long as your Fitbit Ionic is registered to your account you still
qualify for the refund. In my case my Ionic recently stopped working
through an update (bricked) I was unable to use it. But being a registered
owner my application went through succesfully. Within a couple of days I
got an email confirming this. Prior to thei you get a confirmation on the
web page.

[pizzacheeks]

My return kit came today and getting it ready was easy. Now it’s in UPS’ hand on its way back to Fitbit. In the kit you get an instruction sheet, a battery bag and an outer shipping box. You only have send back the device itself. 

[TomDuke]

@pizzacheeks , thanks for the update.  My return kits are supposed to be delivered today by UPS.  Sounds easy to pack up my three Ionic watches for the return and refund processing. It will be interesting to see how long it actually takes to receive the money and if it happens faster than 3-6 weeks. 

[EdsonFitbit]

Hello everybody, thank you for visiting the Fitbit Community.

The users who reported getting a blank page when trying to complete the Ionic Recall refund process, please let us know the date when you received that email.

[Suffolk123]

After 5 days after deactivating my Ionic I have eventually received an acknowledgment email and discount code.  Just persevere it will arrive.  

[funkysax]

@EdsonFitbit 
Not sure if you mean this issue, but the German version of the "Account verification has been performed" E-Mail (received March, 7th, 9:03 MESZ) actually had a wrong link to get to the discount page in it (I've seen a lot of people complaining in the German ionic safety recall page on that issue)..

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Damit du auf dem richtigen Weg bleibst, bieten wir dir für eine begrenzte Zeit einen Sonderrabatt auf ausgewählte Fitbit-Geräte, -Bänder und -Dienstleistungen in deiner Region an. Das Angebot ist nicht in allen Regionen verfügbar. Um von diesem Rabatt zu profitieren, verwende den unten stehenden Link.

Klicke hier für Fitbit Rabatt

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P.S.: I actually received a new version of this e-mail today where the link had been corrected, so the dev's obviously fixed this issue and performed a resend...

[unsporty]

people, be patient! It always said "Reference code not found" for me too. I've tried it over and over again for a few days now. (A total of about 200x). Earlier it finally worked on the first try in the evening. Patience... have patience. Try again and again. Someday it will work!

[MrsCR7]

Hello from Canada.  I have had the same frustrating experience.

1. I received the recall email.

2. I logged onto my Fitbit account to verify.

3. Applied for the refund, which they do not tell you the amount of, but I understand it is $299, and does not appear take into account any exchange rates.  Refund takes 6-8 weeks to process.

4.  Once you ask for the refund (we were offered 3 choices, Amazon EGift, Walmart EGift or Paypal), you have to agree to not use the Ionic, and allow them to de-sync it.  That's a lot to give up when you are use to a smartwatch!

5.  After I did this, I received another email the following day offering the 40% off on up to 5 watches, plus free watch band (a choice of 2 for the Sense) and 1 year fitbit Premium.  I ordered 2x Sense watches and 2x watch straps. 

6.  My watches came within the 2 days shipping as indicated, but without the straps.  I had to contact them to inquire as to the 2x additional watch straps.  They indicated it would be shipped within 2 days.

7.  The next day, I received an email that 1x watch strap was shipped (NOTE:  all 4 items I purchased indicated they were in stock).  So, I again contact them to inquire.  Apparently, the second watch strap will ship within 2 days.  Why wasn't it all shipped together?

8.  After I inquired, I also asked about the fitbit premium as the watch only comes with 6 months and they advertised 1 year.  Apparently, you have to add that to your shopping cart as well - although on our website, it had the annual price on it.  So, we don't get the 1 year premium after all as they are refusing to add it after the fact.

9.  I'm not sure why they didn't just hold your refund amount as credit and if you re-order a replacement watch from them, use the credit towards the watch instead of requesting a refund (which takes 6-8 weeks to process).  The replacement watch shipped in 2 days.  HUGE difference.  

10.  In hindsight, I should have just taken the refund and used it towards purchasing a new smartwatch through Amazon, etc.  Better prices and probably better service.

Good luck!

[Peach]

I ordered my replacement device and strap through the portal:

However when it came to shipping, the band seemed to have disappeared from my order:

And I can confirm that I did not receive the strap. I tried calling the recall helpline, but they did not seem to have an idea what I should do.  Please can someone advise?

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And also really sad to read that I've also missed out on the free 12 months fitbit premium, because the website wasn't clear.  

Moderator edit: format

[pablo76]

When you register for the refund it gives you the option to either have by card via post or by email/PayPal 🤙🏼

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Once you finish step 3 of the refund process step 4 is discount. They send you an email with details and  only use the code when you are ready to buy, so do not browse as this code only works once. Happy shopping 

Moderator edit: format