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.

[CalDi]

Hi, I've talked to support 4 times and they're pretty much useless. My Fitbit Ionic is connected to my account and sync's successfully. On The Account Verification page is says We found an impacted device connected to your account.. On Step 3 to Disable Device Syncing it then tells me that there the Ionic isn't connected to your account.

Step 2- Reference Code

We found an impacted device connected to your account.

Step 3- Disable Device Syncing

Your Ionic isn't connected to your account.

This is extremely frustrating and support is useless.

[Rishi_84]

Fitbit ionic recall refund in the form of google play cards for indian consumers are a scam. Google play cards can't be used to buy anything outside google play. Fitbit knew it quite well and has intenstionally done it to harass the indian consumers. All those who are facing this issue pls share your experience. tried contacting fitbit support over chat- was asked to contact google for further resolution. Twitter support handle forwarded ivr number with international code.

[L0tus]

I expect these details to be different for many consumers so this is for Canadian Ionic users only

After many calls, I have gleaned the following info:

We receive a $299US refund. If you choose PayPal, the amount changes to $305US to cover PayPal fees, although I have yet to confirm how much they actually are (anywhere from $0.30 to about $15)

PayPal is the only option to choose if you just want cash or if you want to use the discounts and freebies being offered by Fitbit on Fitbit.com. I’m assuming you can pay using PayPal on Fitbit.com or transfer to your bank account or card from PayPal and then pay however you want in Fitbit.com

Devices can be purchased at Amazon or Walmart, the only other choices to receive your refund but you will not receive the additional discounts and benefits through those vendors.  You would have to pay on your own at Fitbit to get the discounts and benefits and utilize your refund for other items through Amazon or Walmart.

Fitbit has indicated that the customer should be able to change their chosen refund vendor at any time. If your refund is in process, do not claim it when you receive notification if you selected an inappropriate vendor relative to how you intend to use it.

Contact 1 (888) 240-2819 to process a correction. The sooner you call them the easier the correction is.

Moderator edit: all-caps

[L0tus]

There are 2 codes. One for discount and free accessory band and another code for the free shipping.

there is also a link in the codes email to the store page. I don’t know if that means it is a special site where the discount is to be used or just a helpful link to shop on Fitbit.com

[Hammeroo]

I am in Australia. After 4 weeks I received an email yesterday from fitbitionicrecall@sedgwickbp.com with the link to Only 1 Virtual Visa Gift Card (Variable). 

So I filled out all the personal details and when it went through I received from egift@activationspot.com a VisaVirtualAccount with my (US$299) refund of A$394.23 in the account.

Then you must register the card with the number, expiry date and the 3 digit CVV2 code at only1visagiftcard.com.au so I did that, and was verified after completing the CAPTCHA selections.

Of course, it was too good to be true! After the processing wheel stopped going around I got "Technical error, please try again later." So today is later and I try again. Guess what? Yes, same message again.

Surprised much? No! I wonder how much later it will take? Like, how long is a piece of string! 

[SunsetRunner]

Started the process in the U.K. on 3rd of march and around the 14th had a verification email (NO mention of any discount code, if I was due one nor how to get one!)  I called Fitbit early on to mention my ionic still connecting and was told I’d receive the call transcript….guess what….nothing arrived! It’s now 16th of April and my Ionic STILL connects to my account and no refund yet. This is becoming a nightmare of Fitbit's own making with absolutely no information coming from them and even any moderators comments in here I suspect are actually automated. Hopefully Fitbit will take note that this is how to NOT do a recall in future. 

[SunsetRunner]

Just got off the phone to Fitbit as it’s been 6 weeks since I started the process and received nothing. Anyone else in the same position needs to go here http://fitbitionic.expertinquiry.com/contact-us and phone your country number. 
This information should have and could have been readily available from any of the moderators here but you can thank me later 👍🏼 Hopefully I’ve helped someone. 

[Dominicnmb1]

Dear Fitbit support,

Unfortunatly I have had to disgard my Ionic, with the promise that I would get a refund.  This however has not happend yet, although it has been over 6 weeks ago that I disposed of my Ionic.I like Fitbit, I loved the Ionic. A shame there is not an simular watch for me to buy from you that ticks all the boxes like the Ionic.

Fact remains I would like my refund. When can I expect the banktransfer to be done?

With kind regards,

Dominic

[Nunupop]

Tried that they shut the office till after holiday weekend to avoid speaking to people as they were open in morning when I phoned and said they couldn’t check refund status I said I would phone back and surprise surprise they shut office. 

Moderator Edit: Word choice

[Chillbo]

The reps on the phone dont have a clue. They told me the system said that my refund had failed. Even though it said failed they were telling me to check inbox and spam.

I asked why it showed failed, they had no idea, they raised a case. I asked how long it would take for the issue to be fixed, they had no idea.

Its been 4 days since the case was raised and still..nothing.

Asked to speak to a manager or to raise a complaint..just ignored me and kept repeating keep checking your inbox sir.

[Uniqdeep]

I called them many times, always put my call on hold. Dont know if it ever connects, and i get to speak with any person. Hope you can help.

[SunriseRun498]

Recalled Fitbit ionic iver 6 weeks ago! Refund call centre are rude and they keep saying it takes 3-6 weeks, which has already passed! Customer care is more that lacking 

[SusieQAw]

Is the refund supposed to come electronically?

Sent from my iPhone

[MNW13]

Hi I have two fitbit Ionic trackers, one was still in the pack brand new. I didn't register both at the time I applied for the refund. I got one refund but I was told I can get another refund for the second tracker. So I added it to my account, registered it but at step 2 won't accept the code even after trying 4hrs after...Any idea why? Am I missing something as the first tracker was easy to claim..Thank you 

[Hammeroo]

I am in Australia.

The egift@activationspot.com VisaVirtualAccount with my refund of A$394.23 in the account has now successfully been registered.

I found that it works after you accept all cookies! It doesn't actually warn you that you have to have your cookies, but it seems you do.

So I've managed to cut that piece of string!

And I previously linked the virtual card to my now resurrected PayPal account. Now, how to get the virtual card to update in PayPal to show the balance above. It still says $0. Hmm, it's like a never ending game or puzzle! I think Fitbit are having a laugh over all this.

[Mirellasjonnie]

Thanks, but fitbit coudln’t help me. The money belongs tot B4B.

Verstuurd vanaf mijn iPad

[Jimnamechui]

Did you try to register yesterday? I am the same issue as well. I have tried to register yesterday evening and waited for more than 1 hour. Still getting a message Reference Code Not Found. 

Anybody else having same issue since yesterday?

[Carolinebbb]

Im trying to order a new Fitbit, followed all instructions but the billing address won’t accept my postcode, really frustrating!! Can you help? 

[SunriseRun498]

Supposed to be! Still waiting for mine 6+ weeks later! Customer support is useless

[ShaunOR]

---

@Hammeroo wrote:

I am in Australia.

The egift@activationspot.com VisaVirtualAccount with my refund of A$394.23 in the account has now successfully been registered.

I found that it works after you accept all cookies! It doesn't actually warn you that you have to have your cookies, but it seems you do.

So I've managed to cut that piece of string!

And I previously linked the virtual card to my now resurrected PayPal account. Now, how to get the virtual card to update in PayPal to show the balance above. It still says $0. Hmm, it's like a never ending game or puzzle! I think Fitbit are having a laugh over all this.

---

Once you've added your virtual card in your PayPal account it will be available to make future payments with.

You can either choose to pay something via PayPal and make sure you select that Pre-Paid Mastercard within your PayPal account as the preferred method of payment. Alternatively, you can send a payment for the total balance on the Pre-Paid Mastercard to someone else's PayPal account and get them to transfer the funds to you. Make sure that you send the payment to them as a Family & Friends payment so that they don't incur any PayPal transaction fees.

I had to add a mobile number to my virtual Pre-Paid Mastercard for it to allow me to verify my identity and allow the transaction to go through via PayPal.

What a palaver!