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.

[arvin130]

Definitely should be able to use it on Amazon , I just added the funds to
my bank account. Make sure to add your phone number in B4B so you can
accept 3DS payment confirmation

[Gillie80]

Arvin130 really? Can you tell me how to transfer the funds? Have been all over the card site and could find nothing.

[arvin130]

I think it just depends on your bank, with Revolut you can top up your
account balance with another card, so i just put the card details of the
B4B card and topped up the amount of the debit card

[JamesAgi]

My boyfriend thought we could do the same thing but honestly nothing works it seems it’s only good on fitbit. They didn’t even say the fitbit was ‘virtual’if you have any luck transferring it onto any actual bank account let me know what the process is. It also has an expiry date. 

[JamesAgi]

Arvin could you go into more detail please? 

[Gillie80]

I have just figured out the card details and paid for my Amazon basket with it. 

[NeilFletch]

Hi,  I have chatted 5 times and even phoned USA helpline from the UK.  No one is solving the issue that the refund registeration link does not work!  Totally frustrsted that they don't help. I use Fitbjt all time and regular customer but this is getting silly.  Anyone got ideas or how to escalate. 

Neil F

[arvin130]

Yeah, initially the form just said Mastercard, and upon asking live chat
they wouldn't really specify how the mastercard would be sent. But they
changed it later

[Thelaea]

Not sure where you're stuck exactly, but sounds similar to my problem. I finished to step 2 early in march and my Ionic stopped synching, but I never got confirmation. I got a 'just wait' the first time I contacted through chat, the second time around my ticket got escalated, I got an e-mail from a supervisor they'd fix it within a few days and I got my confirmation mail just now (about 4 working days later). Maybe try through chat?

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Try contacting through chat, that's how I got mine fixed. It's easier to give info when you can copy and paste info

[Nunupop]

It’s frustrating isn’t it I’ve waited over 6 weeks for this refund and nobody at Fitbit will help with enquiries just get fobbed off every time. Was told I would get a call by Saturday I’ve had nothing. 

Moderator edit: word choice

[Nunupop]

Thank you

[HaggisBasher]

Anyone struggling to reset their password or access the card details? It
does not seem to be recognizing my redemption code for either password
reset or registration.

[ShaunOR]

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@JamesAgi wrote:

My boyfriend thought we could do the same thing but honestly nothing works it seems it’s only good on fitbit. They didn’t even say the fitbit was ‘virtual’if you have any luck transferring it onto any actual bank account let me know what the process is. It also has an expiry date. 

---

If you're referring to the Pre-Paid Mastercard here's what I did (though I'm based in the UK)...

I received an email from Fitbitionicrecall@myglobaloptions.com with the subject line of 'Fitbit Ionic Refund Update' and this contained a link to a site at https://www.b4bpayments.com/fitbit-2/login/register where I entered the code and then completed my details including my mobile number in pages that followed. Once I'd registered myself for the card, I was then able to see the 16-digit card number, expiry date and 3-digit code for the 'back' of the virtual card. It also gave me the loaded balance on the card (which was £224.12). I then used these card details to add the virtual card within my PayPal account. Once the virtual card was added within my PayPal account, I then sent a payment of £224.12 from my personal PayPal account to my business PayPal account as a Friend and Family payment (using the Pre-Paid Mastercard as the preferred method for the payment) so that I didn't incurr any PayPal transaction fees. Once the payment was sent, it appeared as a balance on my other PayPal account and then I simply sent this to my bank account to receive the full money.

I hope this helps you!

Shaun

[NeilFletch]

I have chatted 5 times with forgot staff and called helpline from UK which is expensive. The registration link does not work. No one has helped me to resolve the issue. I am a national coach for Team GB and used forgot extensively. I am so disappointed that no one has come back to my emails with my issue number 

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Tried 5 times and called USA helpline from UK.  No one has helped.  Total Disgrace! 

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Chatted 5 times plus expensive call to USA. From UK.  Explained link to page does not work.  No one has resolved or come back to me. Very frustrating and bad customer service. 

Moderator edit: format

[David.1974]

Hi,

After 3.5 days one of my codes has just worked... a little of the 90minutes FitBit estimate.

FitBit estimate 3 to 6 weeks for refund... its going to be a while probably closer to 3 to 6 months.

Good luck everyone 

[NeilFletch]

Chatted 5 times and called USA helpline from UK which is expensive. No one has resolved or come back to me about it. Total disgrace 

[ShaunOR]

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@NeilFletch wrote:

Chatted 5 times and called USA helpline from UK which is expensive. No one has resolved or come back to me about it. Total disgrace 

---

Have you registered for your refund at https://www.fitbitionic.expertinquiry.com/ yet?

What stage of the process are you at and what have you done so far?

[arvin130]

Me too, website just times out haha? Try it on mobile data or with a vpn
and should work

[Nunupop]

Not sure what word needed edited? 

[Lauraha04]

Is this a SCAM.  I have sent both my Ionics in with the prepackage I received. Now I’m getting emails they can’t prove I have an IOnic.  They want receipt from 2017 and serial number.  Try serial number is on the Ionic I sent them.  The other one is still “In processing “.  I email I am told to call, I call I am told to email!! Is this a joke and now I am out 2 Fitbit’s?   Any ideas?  Anyone else having this problem with the recall?  Thanks