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.

[Ozgun]

@flyliou Hi. Same for Turkey. I was shocked and confused when I saw other people experiences. Obviously they have different plans for us (different regions). Probably they will offer us kind of virtual card. I hope they can do this as soon as possible.

We should wait for now. Sorry, but I guess our countries are not their first priority.

[SunsetRunner]

It won’t ask your card details, you will be sent a pre loaded Mastercard (gift token) that you can use anywhere!

[TammyLynn_17]

Update...

First off, thank you to everyone posting updates. I, as I'm sure most others are as well, are most appreciative of any and all information. 

My new Fitbit Sense has arrived! Yay! 

A brief timeline of events for those keeping score: (Everyone's experience is different, depending on website traffic & location around the world)

1. Wednesday 2nd March - First heard about the Fitbit Ionic recall. Checked mine for the code on the back that was mentioned. (FB503). It was there so I logged into my account and started the recall process. 
2. The recall process went quite smoothly for me, I think I was in before the big rush. Received email confirmation with a link to get discount codes. Did not receive any follow-up emails about the refund though. I understand the refund to be $299 USD. I'm in the UK so that'd be about £230 GBP for me. I had the choice of Paypal or a pre-paid Mastercard. I chose the Mastercard. 
3. Thursday 3rd March - Decided that I didn't want to wait for my refund nor be without my Fitbit for 3-6 weeks. So went ahead and used my 40% off discount on a new Fitbit Sense, a free band & free year of Fitbit Premium. 
4. Friday 4th March - Received official notification about the Fitbit Ionic recall via email. 
5. Received notification that my order has been shipped. um from the Netherlands! Quick panic about having to pay customs charges, but the Fitbit team on the helpline were brilliant and assured me that I shouldn't be but if I was to call them back. 
6. Wednesday 9th March - My new Fitbit Sense has arrived! No customs charges. Yay. No extra band either, but I hear from others that they are arriving separately so that's OK. 

I admit, I was a bit upset about having to give up my trusty Ionic, but I'm really loving this new Fitbit Sense. And I have to say Kudos to Fitbit for going the extra mile for their customers. I know the technical stuff crashing was a pain for many, but at the end of the day, Fitbit has done us a good turn. I for one am grateful to them. Thank you. 

Ohhh look at my shiny new toy! 😄 

[Trev2283]

I recently registered for a refund, during the process there were 2 options to receive the refund, MasterCard or PayPal. As I don't have a PayPal account I chose MasterCard as I do have one of these. My question is how do Fitbit know what my account number is to refund to my account?

Thanks in advance
Trevor

[TammyLynn_17]

@Trev2283 It is a pre-paid MasterCard, I'm assuming it will arrive in the post. I've not received mine yet. Should be able to spend it anywhere MC is accepted. I have heard that these cards can incur charges if not used up quickly, so don't let it gather dust. Good luck! 

[Trev2283]

TammyLynn

Thank you, now i understand.

[beeson76]

You would think that the Moderators if they work for Fitbit could step in and offer some help.  Sounds like there are a lot of questions that need to be answered.  Can any help be provided for those that didn't click on the 9.99 service to add it to our account for the premium service.  I still thing that is a pretty crummy way of handling this!!

[Jimkenn]

Visa MasterCard was an option said it was a virtual MasterCard payment

Sent from my iPhone

[JCfed-up]

 3 days ago.. still nothing

[Markth]

Hi, Yes they came together

[ajaymahamuni]

Hello There, I bought Fitbit Ionic from USA in 2018 and now I am currently in India, will the refund process same in this scenario? Fitbit is offering me Google Play balance or Paypal transfer. Google play balance can be redeemed on google play services and not any physical things. Paypal is not accepted as a method of payment for any online / physical stores. Is there a way that I can get a Fitbit device in India, rather than the refund amount in above mentioned options. I am ready to pay shipping charges from the USA to India. Please let me know, someone faced a similar sort of issue.

[Scottsaiyan]

I've received my discount code and my access code to the shop but waiting on a refund they told me to my card registered but I have no card rigistered and customer support can't help me so I gues I wait ...I feel like I've been ripped off but after my house been broken into recently you can see why I feel that way ! 

[Rianza]

Can we choose from ANY of the available Sense/Versa watch bands for our 'free' one? Or is it a limited choice? Thanks

[IanHB]

Hello.  As part of the Ionic recall, my device has been unlinked.  But from the dashboard there is no way to see the history of my step count.  Can you put it back please?  Will it reappear when I obtain and register a new device?  Certain things are available (e.g. exercise) so why not Steps?

[OllieCrafoord]

---

@Rianza wrote:

Can we choose from ANY of the available Sense/Versa watch bands for our 'free' one? Or is it a limited choice? Thanks

---

Just the infinity bands and the sport bands.

[JCfed-up]

 

[ShaunOR]

---

@Scottsaiyan wrote:

I've received my discount code and my access code to the shop but waiting on a refund they told me to my card registered but I have no card rigistered and customer support can't help me so I gues I wait ...I feel like I've been ripped off but after my house been broken into recently you can see why I feel that way ! 

---

Hi Scott,

The refund is added to a pre-paid Mastercard rather than to your orginal payment card. You can then use the balance on the pre-paid Mastercard to make purchases. Fitbit have said that it can take 3-6 weeks to process the refund.

[Rianza]

Thank you Ollie 😕 where did you find that into please....? 

-------------

Whoops.....'info'

[OllieCrafoord]

---

@Rianza wrote:

Thank you Ollie 😕 where did you find that into please....? 

---

I have access to the store still so I just looked, lol. Not sure why one of the pictures won't load but:

[pizzacheeks]

My serious questions for you are what were you doing when getting the subscription? Were you doing it at the same time as the discount order? Or was it after that fact? If it was the latter did you try on your phone going into the menu, exclusive then ionic upgrades?  Because that is what I did and got the free subscription later on by going into the product page.  Also what happens when you click on the 9.99 product link? Because it is like 99% of e-commerce sites where on the product page it is where you choose options  (E.G. clothing store on the product page you pick color and size)  In this case on the product page for Fitbit premium is where you pick the free 1-year sub.  Also if you are a current Fitbit premium user you have to cancel your current sub so you can sign up for the full year.