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.

[Odyssey13]

Hi @JeanDiggs  your Ionic is under a recall - click to learn more

[Jamie1073]

The Fitbit saga continues. I've received my virtual master card, but can't login becaue of this: "We are sorry, but we cannot send an SMS to the mobile number you provided." Well then let me login so I can update it.

[ArjyaD]

I registered on Payoneer. It was asking for various details like the type of business and ICE number. I just skipped it. I just updated with my bank account details that was required. That is it. Is there anything more we need to do? Do we need a business account here in Payoneer as well?

[shivabattula]

@ArjyaD  Upload your PAN card copy or Passport number too for the KYC purpose.  ICE is not required for all.  If anyone doing foreign trade, they need ICE and they can have ICE. But everybody cannot have ICE. So you can ignore that requriement from Payoneer.  Now wait for unknown time.. all the best.. and welcome to the club. 

[ArjyaD]

Yes, I uploaded my PAN card copy. I called up the customer care and notified them that I have created a Payoneer account and the agent made a note of it and said she has updated the refund team about it. I just need to wait again for 3-6 weeks :D. I guess we can just wait now for the refund to be processed.

[shivabattula]

@ArjyaD  To which number did you dial?  I am not able to dial in any number... is it mandatory to call them and update that we have updated all the required information? 

[Lunastarlett]

Has anyone actually got a refund ? 

I just called mine was revived may 11 and they are saying due to a scam error that refund are taking longer then normal and there is no Estimated time of arrival.

is this fake ? 

[Geeeoooorrrgge]

@Jamie1073 @trevorMail22 @forresteye - I had one pre-paid card months ago, when I activated the card, it was setup without a mobile number and it let me login 5 times before demanding I set a mobile number. When I tried to use it, all payments failed because it couldn't do the 2 Factor Authentication by sending a message to my phone number.

I have the same issue as all of you on my second refund that came through this morning - I create the account, but when I login I get this error "We are sorry, but we cannot send an SMS to the mobile number you provided." I didn't provide a mobile number.

Did you find a solution for this? The cards are issued by B4BPayments, I've found a phone number for them, but they're closed at the moment. 😞 

[Evelieeeeeen]

I have the same issue, very curious if anyone knows the solution… 

[Tjayy]

So , this is my experience currently. Had an ionic that worked fine for 2 years. No issues. I see a recall so think I could do with an upgrade anyway. As we probably all did. 3.5 weeks ago I registered. My device was bricked almost instantly. And yet 3.5 weeks later and I've not had my refund. seem to think it's acceptable for people to be without a product they paid money for for up to and between 3 and 6 weeks. Totally unacceptable.  At this rate I'll be getting a Garmin , if and when u get a refund because reading these comments, people can't even access the money for their refunds. 

Moderator Edit: Formatting/Word choice.

[juliehoffx]

I’ve tried several times to request a refund. I followed the steps, but unfortunately I can not login to B4B Payments with cardholder login. It shows that they cannot send an SMS to the mobile number provided. I haven’t filled this in anywhere. Where can I see what number is in there and how to change it? 

[Kitty6]

I waited 14 weeks and have finally just got my digital visa card. Had to contact Fitbit a couple of times as never got the discount codes. When I did finally get code the time had expired. Got my case escalated and then got access and was able to purchase a new watch (not that I wanted to use Fitbit again having not had a watch for nearly 4 months) but happy to have an updated device now and still some balance $ to spend. I think I'm one of the lucky ones. Good luck everyone. 

[Hammeroo]

@Kitty6  Well, Kitty, you must be the bee's knees or, rather, the cat's whiskers. Lucky you! Actually, I received my refund virtual Visa card one day short of 4 weeks after registering back on 19 March. So I guess I am a happy Hammeroo.

But I do feel for people on this forum who have not been so lucky, and there are many. I also feel sad that Fitbit seem intent on destroying it's good name. Why the company do not treat it's many customers with more respect is quite bewildering. They surely take the wooden spoon in customer relations!

Are you also in Australia, Kitty?

[Snowpenny]

Hi @Hammeroo, I am in Australia too and received my digital Visa card yesterday, it has been 6 weeks since I received confirmation that the refund had been processed.  I registered back in March and had the issue where my watch had died and I wasn't able to sync it back to my account for verification.  Thankfully I had kept the box and the receipt so I was able to have it verified by support from the photos I had sent through. Patience has been a virtue and ultimately I am happy with the result.  Good luck everyone, hang in there and be patient.  I am now off to do some online shopping!

[Hammeroo]

@Snowpenny  Glad to hear it seems to have worked out for you too. And good luck with the online shopping!

I have yet to spend my refund but am getting very close. I didn't want to wait for it to arrive before I purchased a new Sense from the Fitbit discount store. So far the Sense has been good.

I have read of some people having problems finding businesses which will accept the virtual Visa gift card. However, apparently Amazon is one that will.

Cheers!

Moderator edit: word choice

[Jamie1073]

B4bPayments still not fixing issue with SMS. Can Fitbit do something? what is going on here? waiting 2 months for a card and now I can't set up number on B4bPayments and do anything

[Jamie1073]

We are sorry, but we cannot send an SMS to the mobile number you provided.

[Kitty6]

Yes in Australia and it is mystifying why Fitbit are doing this and ruining
their name. They've always been so great at helping.

[OwnTooManyBits]

Fitbit is owned by Google as of January 2021

[maureen.b]

I'm really, really disappointed at having to have my fitbit ionic deactivated. There is absolutely nothing wrong with it.

Can anybody tell me how the refund process works?

At present it seems that fitbit can deactivate but the refund might take A LONG TIME to come through. The store discount code I received in an email only gives 40% discount Do I have to wait until I have the refund before I can order my replacement?

Nobody has asked me for a bank/card number in which to deposit the refund.

Things seem a bit puzzling.

Any clarification would be helpful - thanks