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.

[Callym66]

The whole website crashed so little can be done - support were briefly available- we have 90 days so we have time - just need a lot of patience I think! Hopefully it will be back up soon

[OllieCrafoord]

I received my email that the registration for the refund is complete two days after I submitted it. Just try to be patient 🙂

I bought a charge 5 with the discount.😄

[Debw64]

I havent asked for anything...I havent got that far!

[Tanutamun]

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@Frank-Kremer wrote:

Hey Yojana,

i did everthing to get my refund, but when Fitbit ask for my referencecode, he doesn’t recognise the code. And its already 12 hours ago. 

Can you help please?

kind regards,

Frank

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Hi,

did you check if copy/paste added a space at the end of the code? This seems to happen sometimes... 

[OllieCrafoord]

Everyone is having this problem. Fitbit support suggests to wait and try the number again later. 🙂

[Lashw007]

Hi I have gone through the ionic recall registration process I received my code entered it after waiting patiently for 30 mins for your servers to recognise it then it’s gone through and my ionic is no longer syncing - its been 24 hours and no email with a promo code for purchasing a replacement in the U.K. has been received - can Fitbit contact me about this ?! I need to buy a replacement Fitbit ASAP 

[intouchweb]

Email says "This code only works once" and then provides a store code (presumably to browse products and prices) and also a Promo Code to use at the checkout. So my questions is this. Is it BOTH codes that can only be used once or just the promo code? Can I use the store code to browse options and then come back later to buy OR do I only get one chance to browse and you better buy now or else?. Can the store code be used more than once if you do not make a purchase the forst time? I'm too scaredf to browse...

PS: I sent an email asking this question, was told they don't do email suport any more, they do 24 hour chat, went to chat, no one was there... are these Google improvements or was Fitbit always poor for customer service? 

[OllieCrafoord]

Try using this link to receive the discount code email: https://myhelp.fitbit.com/s/devicediscount

Hope it works. 🙂

[KingKaid]

Hey just wondering how long you was without a fitbit? Did you get a refund on initial purchase price or ionics current value? 

[philip.savvidis]

I registered yesterday and the code still isnt working..... anyone know how to deal with this now? the so called "live chat" with the support isnt working either 😄 very customer friendly, haha

[OllieCrafoord]

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@philip.savvidis wrote:

I registered yesterday and the code still isnt working..... anyone know how to deal with this now? the so called "live chat" with the support isnt working either 😄 very customer friendly, haha

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I waited about 20 hours and then just tried re-registering and getting a new code, which worked after 30 minutes. Not sure if that's a good idea though. It might be overloading the pages even more, lol.

[philip.savvidis]

I finished the registration and received a mail with a "reference code" saying "we suggest to wait 30 minutes" etc etc.... Now, I registered yesterday and my code is STILL not working..... anyone having the same problem and knows how to solve it? 

Thanks very much 

[SMILY1007]

I’m having the same problem, but FitBit is owned by Google, so i really don’t think it’s a scam.

[Fiona2482]

@Coastie61 

I didn't think it was a case of one or the other, I read it as you get a refund and the discount code.

[janet.long]

My Ionic was purchased by a well known retailer recognised by fitbit. Should the recall be dealt with by them. I do have the receipt

[OllieCrafoord]

No, just make sure it's attached to your account and then go through the registration process online.

[randijaa]

I was recently on the chat - not too long to wait. Got very good help from there - and I think things will be sorted out, just need a little patience. Thanks for good help.

[Pikkepully]

thx!

[aunttishl]

I am getting no where with chat as it has been 48 hours since receiving my reference and it is still saying not recognised.  I have tried on  various browsers, cleared my cached and waited a 24- a few hour hour request by chat on 3 occasions.  When will you accept there is an issue and sort it rather than keep telling us to wait longer? Should I reregister for instance?

[OllieCrafoord]

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@aunttishl wrote:

I am getting no where with chat as it has been 48 hours since receiving my reference and it is still saying not recognised.  I have tried on  various browsers, cleared my cached and waited a 24- a few hour hour request by chat on 3 occasions.  When will you accept there is an issue and sort it rather than keep telling us to wait longer? Should I reregister for instance?

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Try re-registering.