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.

[Jessiej]

Thank you. I have read all that. Maybe I'm just being impatient. I just can't be without a fitbit! 😆

[jurgers]

just tried it....still the same problem 😞

[Sunni123]

Ist bei mir genau das selbe. Ich habe jetzt schon einiges gelesen. über Fehlermeldungen und Rabatt Codes, aber hat irgendjemand schon einen Betrag zurück erstattet bekommen? Und wenn ja, wie hoch war er?

Ist ja schön, wenn ich einen Rabatt Code bekomme, aber Fitbit schreibt ja auch, dass ich den Betrag zurückerstattet bekomme. Bin ehrlich etwas skeptisch.

[slhaunz]

@SeekerKYes, of course, I was on the discount store. I received a code to access it. I made sure to make screenshots of everything I was doing, so I know that it accepted the code and that I did everything right. And I have confirmation from Paypal that I was charged the full amount rather than the discounted one.

Edited to add: I just contacted Digital River and told them to cancel the order. With it taking 3-6 weeks before getting a refund through Paypal for the $299, there's no telling how long it would be before this mess is straightened out. I'm just not going to wait. I sent Fitbit a DM through Twitter to let them know what went on and sent them screenshots of the problem. If I get a new 40% off code, great. If not, no problem. Definitely not worth the aggravation.

[B3Claudia]

got the same message : "Reference Code not found." on Account Verfication Page https://myhelp.fitbit.com/s/devicedisable

location : Germany

[Coastie61]

No answers from customer support. No one on chat. No one on Twitter support. I've been trying for two days to verify and says my reference number is not recognised. Some lucky people seem to have completed ok. Others having issues with zero #Fitbit support. Poor. Very poor.

[SeekerK]

@slhaunz

That seems odd and certainly a case you've have to try and get resolved with their customer support.😕

I used a card and checked my bank where it seems the discounted amount has been correctly reserved pending shipping.

[Fiona2482]

Do we get a 40% discount as well as a refund? I am confused, I can't afford to replace mine without the refund.

I have had my 40% discount code emailed to me though.

[FitnessPassion]

@Fiona2482   As far as I'm aware, you get a refund regardless. The discount applies to certain countries, so if you have it, you should get both. That's how I've read it anyway.

[Fiona2482]

@FitnessPassion Thats how I read it too, however now I have a discount code that expires in 90 days, so need to hope the refund is through before then.

[Paul5701]

I can’t sync my ionic for registering for the refund. The screen is blank. I’ve done a full reset with difficulty but can’t see the code on the watch to resync. Is there a standard code or does it change. It’s to a iPhone 6plus. Cheers 

[Stefan8923]

I know what you are saying. I havnt even got to that stage yet. Im still at stage to 2 trying to confirm the reference code. So i have all that to look forward if/when i get passed step 2😡

[oldgit60]

I still can’t get anywhere with my reference number so I thought that I’d try to get a different code, I want it paying into my PayPal account but it will not accept my email apparently it’s not the right one but it is, I’m not getting anywhere after 1 1/2 days of trying, 

[FitnessPassion]

@Fiona2482 Hopefully! So far they haven't added onto the maximum time it'll take of 6 weeks to get the refund, so there should be enough time. If it takes longer than 12 weeks, I hope they rectify/adjust the validity of the time we have to use the discount code. 

[Preci]

I have the same problem I even went back and registered again and got a second different reference code and I still get the same error Reference code not found 😔 

[dvpatel]

---

@TomDuke wrote:

@PaulAvo, in the US the instructions I received explain that Fitbit will be sending me a return kit to pack my Ionic in so I can send it back to them.  From reading the many comments here from all over the world it seems non-US owners have to agree to stop using the Ionic and Fitbit is able to disable the device from your account so it no longer will synch.  You are responsible for disposing of the watch and don't have to send it back.  My Ionic continues to work and synch just fine as I wait for the return kit. Hope this helps.

---

Yup. Same here. Someone said they got a UPS tracking for the return kit. I have not gotten anything yet as far as notifications are concerned. UPS also sends me emails the moment they get a shipment bound for me. No updates from UPS side either. 

In the meanwhile, my Ionic continues to work and sync just fine.

[Marw1]

Hi,

This morning I received an e-mail from Fitbit to stop using the Ionic and and applied for the refund. After I executed some initial steps I got a reference code. When I do the next step to verify my account and entered twice (the correct) reference code it displays an error "reference code" not found. I  did several attempts and waited 30 minutes and I'm sure I entered the correct code. Anyone else also experiencing this and know how to solve this?  

[Derris_Dust]

This is horse **ahem**! I have done the right thing and followed the recall process set in place. However, now I do not have a tracking device for my run that I entered tomorrow and another run next week. 
Call me old fashioned... But, would it not have been easier to credit the users' account and then give them access to the discount store, so that they could make a purchase immediately. Because if you choose to shut off the customer's device immediately, you should provide an immediate opinion to replace it! 

SIX WEEKS IS NOT ACCEPTABLE! Plus, I have, no idea how much the refund will be in the UK! So, giving me a one-hit only discount code doesn't sit well at all, when I don't know what I am getting back to start with!
I have been sitting on the phone for ages and got nowhere. I now have NO TRACKER and NO OPTION TO REPLACE!

Come on Fitbit - sort this out!

[PSRogers]

I have applied and been accepted for a recall of my ionic is it possible to confirm it has been revived and when may I receive a discount code 

[Lynn8899]

I got the answer I needed.. I copied and pasted the reference code from the email, and somehow, there were spaces in front of the no. So just need to make sure no Space before. Then it proceeded!