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.

[MartinLew]

Registered, received my code but then when replying to the e mail told my device isn’t included even though it is definitely an ionic! All this after I have ticked the disclaimer saying I will dispose of it and never use it. Anyone else had this issue?

[flopski2]

I am going through the process but at the log in to verify account it takes me to a page that says “sorry, that page is following a different trail”. I started the process again and got a different reference number but again got “stuck” at the verify account stage with the same message. Trying the help/live chat also goes to the different trail page.

[PDHPaul]

Is this genuine as the website asking for your registration details looks a bit suspect with the following Website details:

© 2022 Sedgwick
Build Date Fri, 25 Feb 2022 22:15:52 GMT
Build 20220225.3

I don't understand why it isn't a FitBit site? Any information will be appreciated.

Thanks Paul

[SunsetRunner]

Yes same here.... 

[Askergutt]

I have been trying to find the refund given to Norwegian Ionic users. It does not show up on the refund invite like on the US refund page where it is stated that the refund is  $299. Why? And how much do they refund us in Norway?

[AlanFit]

Hi. Two issues here:

1. I receive an error message when trying to verify my account after registration for refund.

2. I have my Fitbit Ionic as a second device, preferibly for longer trips into the wild or for swimming. Currently its not connected to my account. So, will I have issues to collect the refund?

[Drumond]

I've received the Ionic's recall message from Fitbit. I'm from Brazil and I'm following the links Fitbit's site recommends. That's my navigation path (considering I'm already logged in with my Fitbit's account):

1. I click on link "webpage" on the e-mail message I've received as suggested.

2. I'm directed to the page on https://help.fitbit.com/pt/region.htm. As I live in Brazil and there is no link to my country, I click on link "clique aqui" ("click here" in Portuguese) recommeded to people from countries where Fitbit has no presence.

3. I'm directed to the page on https://help.fitbit.com/en/ionic3.htm. Then, I click on link "refund center".

4. I'm directed to the Account Verification page on https://myhelp.fitbit.com/s/devicedisable?language=en_US. Then, I click on "Log In" button.

5. And here is the problem. I'm directed to an error page telling me "Sorry, that page is following a different trail" on the address "https://myhelp.fitbit.com/Error?ErrorCode=Missing_Value&ErrorDescription=Could+not+find+unique+third..." and there is no way to go the refund center.

What must I do the be refunded?

Thank you in advance,

Marcio

[Ionicmel]

Thank you very much I will try that hun. Very much appreciate your help x

[palekid]

I am also in the UK, I have filled out the registration but when I click on the 'verify account' link and try to log in in comes up with a page saying 'sorry, it looks like you took the wrong path'

My Ionic has now been unpaired with my account  and it will not allow me to pair it again. Is this just a volume of traffic issue?

[aikipdg]

yep same here, i'm also in the UK.

when i click on the link in the email it goes to here

https://myhelp.fitbit.com/s/devicedisable?language=en_US

for the account verification before i press Log in

its not something to do with en_US in the above link is it ?

[RacheB]

Let’s hope we all get refunded let me know what they say please. 

[Emmzkee]

Yes, that's a legit email from Fitbit. The Reference number I received was from sedgwick.com email address.

[saslay]

I managed to get through to someone on live chat. Basically got told that if my ionic won't charge or turn on, there's nothing they can do and I won't get a refund. Last time I had it on was two weeks ago. Gone to charge it and it won't charge or turn on.

[Bebitoo99]

It’s probably the system is getting overloaded right now with people all over the world trying process their refund

[zwilcoxen]

So I have processed the account verification and my ionic is no longer listed on my Fitbit app but I have not had a confirmation email or code. 

Is there some form of processing delay here or has something gone wrong?

[ToffeeMan7]

I'm having the exact same issue. Have you had any communication with them? I'm finding that I can't get a response from Live Chat aswell.

[Donkeychops]

I still haven't received my discount code.   Everything else has been done in terms of registering and verifying etc.  Is there a reason for this?  

[palekid]

I have the reference number in an email from sedgwick but am unable to proceed any further, i'm not sure what to do now as i have a watch that doesn't pair with my account and am unable to go any further with my claim.

[Kevwadd]

Why does the ionic re call returns code not work?

[neetsjazz]

Many of us seem to be having the same problem: "sorry that page is following a different trail" when reaching the 'verify account' step at the end. And then with the help chat too. Frustrating. And not exactly the level of competence or support that would inspire someone to replace the recalled item with another Fitbit.