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.

[VMMage]

Pureza, I did not include the band in my return package, using the following reasoning:

1) Bands in the Fitbit store are accessories, and the instructions said "don't include any accessories".  Sadly, their words "device only" are not perfectly clear, and the Ionic identification pictures on the instruction sheet include bands.  Also, the fuzzy picture in step 2 of the Return Packing Instructions looks more like the base Ionic "pebble" than Ionic with band.

2) Since Sedgwick included a lithium battery "burn protection" bag for the Ionic, having the band in the bag would only provide additional fuel for a potential fire.

[Mentor6508]

Straps don't need to be returned.

[Mentor6508]

When you set up your new Sense, did you set up your stride length, as it
won't retain the stride you set up in your Ionic. You need to set it again.
This may be the reason your step count is suspect

[Henkt]

What is the adress, the Ionic has to be returned to and in what way? Is
there and form to be found, with an ordernumber?

Moderator edit: personal info removed

[Mateusz92]

I am sorry, my mistake.

[VMMage]

Henkt, you'll need to contact Fitbit support and have them send you the return kit, assuming that you reside in the United States.  The UPS label on the return box has an ID number that identifies you, lacking that Sedgwick will not know who sent the Ionic.  The kit also has a fire resistant bag, this is not an item that most people have on hand.

[TomDuke]

@Mentor6508 - Thanks for the suggestion; I thought of it briefly when I got the Sense but then promptly forgot all about calibrating the stride length.  I guess a different watch with different sensors might make a difference. Now I have to remember how I did that from years back.  Appreciate your input.

[Kellyld77]

@Mateusz92 @First of all this is a community forum and not monitored by fitbit itself but by moderators. Secondly I’d remove your reference number from the post. Try emailing them or calling them using the ionic support phone number

[TomDuke]

@Henkt - Unless you are a US Fitbit client then you do NOT have to physically return the Ionic in order to receive the refund.  Overseas owners don't have to send their Ionic back, they have to agree to responsibly dispose of the watch and to having it disabled from synching with the Fitbit app instead.  If you are a US user then when you registered the Ionic for the recall that would have generated the company Fitbit has outsourced the recall to, Sedgwick, to send you a return kit via UPS with instructions.  Regardless of where you reside Fitbit has stated it will take 3-6 weeks to receive your refund.  Hope this provides you with some helpful info.  Good luck.  

[Kellyld77]

@Henkt if you aren’t from the USA then it doesn’t need to be sent back

[hamish1705]

i have submitted my request for a refund on the first of march this year and i still havent got anything. is there something i can do to get it quicker? i havent been able to time my runs and steps and i just really need it. 

Thanks

[Jimnamechui]

I have been trying to register for a refund. Completed 1st step and watch was diaabled from the account. But did not get the 2nd verification/discount code email. 

I had 3 watches of my family members and all of them disabled and completed 1st step. But did not get 2nd email. Anybody else having the same issue today?

[SunriseRun496]

Has anyone gotten a refund yet?? I got an email saying my watch was definitely affected and that they will be sending a refund shortly to the payment I agreed to. My PayPal account was hacked so I had to shut it down and opt for the prepaid card. That being said, no specifics were mentioned. Today there was a prepaid debit Mastercard in the mail, the card was legit (not paper or laminated) had my name on it and everything. I'm thinking it's from fitbit so I get the app, activate the card, go to the account balance page and it says 0 balance. Now I'm thinking I just opened some random account just because it said prepaid Mastercard. Is there any indication with the card that tells you it's from fitbit? I don't know if this is the wrong card or if someone just didn't put my refund on it. I have no clue. Is there a page or link I can go to so I can verify the exact card they are sending? I feel like an idiot now, dancing around my kitchen singing "money money money, money" thinking I got paid finally for my junk ionic that quit working after 6mo. Whenever I go to the information page it just says refund will be deposited on a prepaid Mastercard. Well how am I supposed to know which of the 50 card junk mails I get a week is the actual refund? I'm a patient person but I need more information so I don't end up with 10 prepaid Mastercard accounts all with a 0 balance. 😥

[bryson_dave]

How many watches have you registered? They should have sent the card with the balance loaded instead of loading it later. Also which country are you in? Seems like you are the first person who received the refund card.

[Andiroo]

No refund as yet. Probably waiting for the 90 days to expire so there is no discount !!!

[SunriseRun496]

I am USA. I fear I didn't really receive the card yet. I think I just assumed it was from fitbit since it was a prepaid Mastercard. I would have checked the balance first but it would not allow me to do that unless I activated the card. I could not activate the card unless I downloaded the app and I could not do any of this until I agreed to all of their terms essentially opening the Mastercard account. I did read a dmall area in my email from fitbit saying there would be a paper saying it's from fitbit but sometimes those kinds of things get lost or not put in. I should be receiving my real card any day now because they said 7-10 business days and it's been close to that. Fingers crossed it will come soon. Sent from my Boost Samsung Galaxy Z Flip3 5G

[Andiroo]

Hope you receive it soon. It is very frustrating.

Sent from my iPhone

[Nunupop]

Yes I am. I’ve phoned them and they told me to wait my turn and they would escalate to someone else but still heard nothing


Sent from my iPhone

[Scottsaiyan]

Other than contacting them wich your going to struggle doing ...the email is your only confirmation the Fitbit is linked to your account ...bit weird how you just get hacked now being hacked is a very rare thing to happen ......

[Henkt]

Try the solution from ShaunOR, the link below, it worked with me.

https://myhelp.fitbit.com/s/devicediscount