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.

[AitchM]

Has anyone else have issues with customer service? I have tried twice now through chat. They say I will get a confirmation email and it has been weeks. I did copy texts but has anyone rec'd a discount/coupon or reimbursement of sort.

Very frustrated and dissatisfied with brand.

TIA

[judithrhine]

Me too!!!!!!  Not real happy. 

[Jimnamechui]

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

Anybody else having same issue since yesterday?

[FinlaysMommy]

I was told by Fitbit support that I’m not entitled to the full recall deal since I paid for an annual premium subscription in august. Apparently people who already paid for annual membership don’t get the free year of premium that is offered to all the other people affected by the same recall. So the people who were never subscribed and never paid get a free year, but the people who actually subscribe and use premium are penalized for giving their money to Fitbit. Seems pretty unfair to me. Lesson learned! 

[OSteve]

@Jimnamechui  I spent many chats and emails to Fitbit support on this back in early March even though it says to only wait 30 minutes.  I even registered again and got another reference code and that didn't work either. Finally the original code suddenly worked after one week so all I can say is just keep trying every day. I believe the problem to be between Sedgewick and Fitbit not exchanging reference codes in a timely manner.  I would have thought this problem should have disappeared by now after the initail surge in applications but apparently not.  You will not get any response at the moment because of the Easter holidays..

[EllenAviss]

In Canada it is an  gift card or Walmart gift card Neither is satisfactory as far as I am concerned . I would prefer a prepaid Mastercard so I can purchase another Fitbit where I wish . So annoying.  Haven't hear anything and it has been two weeks and nothing.  I am not pleased.  Also ordered a new band late February, never used and can't get a refund for that as well because it was not purchased in March.  The recall was in March.  How silly.  

[AitchM]

Many thx. I actually did get a response from fitbit support today. Cross
your fingers for me.

[EllenAviss]

Glad to hear. I am hoping to see my refund real soon. So tired using my old Flex.

[David.1974]

Hi,

Yup that's it.  😞

[EllenAviss]

I am worried that my refund will not be to my liking here in Canada.

Sent from my iPhone

[Ramen_shonen]

Does anyone know the method Fitbit uses to identify our Ionic watches in US when they are shipped to the UPS location?

I registered my Ionic for recall and received the return kit. But my Ionic didn't get disabled and seems to work fine still so I haven't shipped it. Now, if I ship my watch will they be able to identify that it is my watch? My concern is my watch will be shipped back but if they can't identify the watch then I wouldn't be able to receive the refund. 

Was everyone else's device disabled in the US before shipping it to Fitbit via UPS? Thanks a lot. 

[TomDuke]

@Ramen_shonen - It appears that the UPS tracking number is linked to your identity through the registration number that was assigned when you registered your Ionic for the recall with Sedgwick  (the contractor hired by Fitbit to handle the recall process). 

 I have sent in 3 Ionics and so far have received email confirmation that two have been processed for a refund and have actually received my money for one.  I still have one Ionic I'm waiting to get email confirmation on. Keep in mind that my devices were all delivered 14 & 15 March, so the process is not fast and may indeed take the stated 3-6 weeks.

  Only overseas users will have their Ionic disabled and unable to synch with their accounts.   Yours should continue to work in the US.  Reminder, this is a voluntary safety recall. You don't have to do anything if you don't want to.  Also, do a factory reset before you send it in and don't include the band, chargers or othe items.  Good luck.

[DrKing]

Hello Fitbit Team,

I have multiple Fitbit Ionic devices however I’ve been trying to register the second one but I couldn’t as it’s not link to my account only one at a time

I chatted with one of your support staff yesterday and he advised me to use different email addresses which I did now yet it seems it doesn’t work as well

Could you please assist me on this? I am conscientiously waiting. My Regards 

[MNW13]

Well I finally was able to register my second device for the recall refund but today my device has been removed from my account and no confirmation email..no refund posted either. Lets see what happens but not feeling comfortable with this process. A confirmation of what is happening would be great. 🤔

[SAuser55]

I did everything I was supposed to do. My device is disabled. I've waited several weeks now but not received my refund. I also can't contact support as they give me a number in London. I'm in South Africa. 

[phinnc]

Started the refund process 6 weeks ago and purchased a Sense as I did not want to be without a watch for long. Selected Mastercard as method of refund as I used my Mastercard Debit card to purchased new watch. One day short of 6 weeks amd I have still not received refund, nobody will verify when I will receive it and have just been told it will be a preloaded card which I cannot pay into my bank account. To top it off the charger for my new Sense has broken already, Fitbit have sent another one now but makes you question the quality of the product. Can someone please let me know when my refund will be received?

Moderator Edit: word choice

[JamesAgi]

It was for the fitbit Iconic. Ah sorry not really familiar with this community section of fitbit. I would like the money they owed me to actually be in my account and not virtual if I knew it was going to be like this I would’ve never gave it up. 

[ycc7213]

Could anyone get the "Fitbit Ionic Recall Account Verification" email recently? I tried two from my mum and dad. Both could not get the verification email and still sync with the account. Anyone can advise?

[Just_inin]

Yes its true Indian customers are facing this issue. Neither Fitbit nor Google play helping to resolve this issue. Suggested to start a new feature on fitbit app so we can use google play balance to purchase another device.

Moderator Edit: Formatting

[Odyssey13]

@JamesAgi  the information regarding the refund and available options are here - click to read.