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.

[pizzacheeks]

So here is another quick update and timeline for me again

• March 2, 2022
  • Found out about recall in the AM
  • Applied right away for the refund in the USA and choice PayPal
  • Got the refund reference number email
  • Used the discount activation link to log into my account and along with the reference # and was able to activate the discount
  • Quickly got the second email with the discount codes on it.
  • Figured out which Fitbit I wanted.
  • Went onto the discount site and order it.
  • Was shipped later that day
• 3/4  Got an email from UPS with my tracking number for the return kit as I am a US resident
• March 5, 2022
  • My Fitbit Sense came via USPS
  • That evening was able to get back into the site and order 2 extra free bands.
• 3/7 Back on the site again and purchased my free annual sub of Fitbit Premium.
• 3/8 The return kit came in the afternoon and was boxed up and dropped off at the UPS store right away
• March 10, 2022
  
  • My Bands were shipped out
  • The return kit is was delivered
• 3/12 Bands to be delivered but weather delay it.
• 3/16 Bands finally arrived.

Now all that is left for me is to wait for Fitbit to send me my refund

[Jemma_H]

What does the shipping promo code do? Does it make it cheaper than the £168? I can get into the discount store but when it comes to checkout and I use this code in promo box it says invalid. Do I really need it? I just want my new fitbit now and am fed up trying to get hold of them saying my code isn't working  

[Deoge]

It gives you free 2 day shipping by fedex 

[Heethers]

This happened to me. I was copy and pasting the reference number. So instead I wrote it down then manually typed it in. It worked. If that doesn't work I was told to clear my cache in Google chrome and clear browsing history. Ended up losing log in for banking etc but I got there in the end. Try manually first. I haven't got a discount code yet though. Good luck

[Mammyofmillions]

I couldve wrote that word for word 😂 Only down sosdr is day 5 with the sense and I hate it. HR is way off won't go over 122bom and battery lasts 2.5days. I then checked the forum and found they're are both faults that fitbit know about but can't fix.... So I think I'll have to return it for something else but I'm so fed up!!! 

[Ricsb65]

Totally agree, I’m in the UK and am sure I paid £300 for mine, they have total disregard for any non US customers which is why I’m considering alternatives 

[Tontor]

I bought a Fitbit sense last year. I cycled for 75 minutes 26km and heart rate didn't go over 90bpm and average in the 80s , calories under 300 . As there was a record from Ionic fitbit help checked it out and said return  it. I did and went back to Ionic. Now appears from what I've read is nothing has changed in 12 months 

[RemaE]

I’m trying to verify my ionic for a recall, but was sent a verification number but not a code & it’s not letting me proceed 

[al-saher]

Hey there, I own 3 ionic Devices, one of them was used for an employee but he did the process on his account on March 8 but he is not the owner, today I've tried to do the return process but it said that its already registered, what should i do?

[BonnieE]

How do I send my ionic watch back for the recall?

[Odyssey13]

Hi @BonnieE  follow the directions on this page - click to read

[JDawg12]

Any news on this? I am in the UK and having the exact same problem.

[JayKeo]

I've just been contacted by my local retailer who I bought the device off (in Australia) advising they will do a full refund of what I paid for if I bring this into the store.

I have already processed this through the Fitbit refund process which definitely states "We're offering a refund of $299 USD to Fitbit Ionic customers.".  I called the retailer to confirm and they advised I can do one or the other, however they initially told me to just come into the store with the device and receipt to get a full refund.

This might be something people take advantage of to receive two refunds if not handled by the retailer properly. 🤐

I imagine most people will hold out for the refund directly from FitBit for $299USD because in most situations it would be more than what they paid for the device (if it was on special or not purchased on launch).

[Wei92]

Key in my code after that say my device will be disable within 7 days but they did not ask my credit card detail and did not receive any email

My device is disabled already no email from fitbit my money refund 

[Kellyld77]

I’ve got the discount code for the discount shop, i already have another Fitbit as decided to get the sense last year and kept the ionic as a spare if needed. As I don’t want to buy another Fitbit can I just order the years free premium in the discount store without buying another Fitbit? I’m also in the middle of a 90 day free trial of premium so will I have to wait till that ends before getting the year free? 

[ShaunOR]

---

@al-saher wrote:

Hey there, I own 3 ionic Devices, one of them was used for an employee but he did the process on his account on March 8 but he is not the owner, today I've tried to do the return process but it said that its already registered, what should i do?

---

I would guess that you will have to ask your employee to go into their Fitbit app, click on the Ionic and then delete it from their account by pressing the trash can in the top right-hand corner. Once they've done this, it should then free up the Ionic to be registered and synced to your Fitbit app so you can request the refund from there. (Either that, or use their Fitbit app login details to request the refund and use your details as the receiver of the refund).

I hope that helps you!

Shaun

[IanHB]

I've followed the recall instructions and the offer to buy a new sense which I now have (seems to work fine so far by the way).  Meantime I did a factory reset of the ionic to clear its data (it had the Wallet feature and so some bank card details I assume).  Now I get the same message "data not cleared" as reported in another thread, only this time of course I am no longer allowed to connect this device to the app to synchronise it.  Should I be worried?  Is my data actually removed from the device or not?  Any other ways to wipe it before I put it in for recycling?

[CHEX1213]

I received your information that Ionic had a battery problem and need to be called in. I've finish your refund form today but hasn't got any reply and I wonder how can you refund me because I bought it in the U.S several years ago and now I'm in China and you haven't any retail business in China as I know.

How can I get refund in this situation?

[shoulders]

I love how much active support there is from FitBit you get here. The customer service is outstanding.

[BigJohnBoy]

Been scanning the comments and helpful suggestions.Am in the UK. Seems different to US and others apart from the confusion and lack of help online and in chats. My experience so far is 1. got safety recall email 4/3 2. registered step 1 7/3. Used code but failed, waited, used code failed, chatted, waited etc etc. Left it a week! Verified first time 15/3 and awaited email. Found it in spam with a one time use discount code and a shipping code. For the UK it says 'recycle your fitbit device in accordance with local requirements' so we don't need to return. On a chat confirmed you can go look many times, but only 1 purchase attempt, so buy everything you need when you buy. Went and looked. 40% off up to 5 devices. SENSE £168 (save 112), VERSA3 £120(save 80), CHARGE5 £102(save68). free spare band and premium chucked in, expedited shipping. Not bought yet as want to see/confirm how the refund is provided. Really frustrating as I am so used to using it. So, if it's effectively a credit note to use at fitbit then I need to wait. Chat line was very confused and kept getting ended by them, usually saying see frequent questions, byee?! One chat suggested for my chosen credit card option 'For most customers it is a debit or gift card to purchase another Fitbit device through our store or our authorized retailers'. Oh dear I'll have to wait 3-6 weeks.And they said 'If you chose Paypal you will receive the money'. So I'm waiting. Can't see why it's 3-6 weeks if there's no need to return it and I've been fully verified. Thought we lived in a technologically advanced civilisation!!!! Come on FITBIT. . . . . . .