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.

[CCYEUNG]

No, I didn't get any confirmation email. Watch is still active in my account. The support team keeps telling me I need to wait.

[0hwell]

I just called the support number a second time as my package still reads delayed in Plainfield IN. on UPS. I asked her if it was time to fill out a lost package claim, after checking my reference number again the rep told me they have received my Ionic, UPS is having trouble with their system reporting lol. Anyway, they are still processing my Ionic, I'm sure they have a huge number of these things to go through. So your watch may not be delayed in UPS's Plainfield hub Sedgwick may have it, it's a matter of how organized they are and how long it takes them to process the return.

[Hagedorn]

Thanks! This helps quite a bit. I'll sit tight. Thanks again.

[TomDuke]

@Hagedorn - The Plainfield, IN issue has been discussed earlier in this thread by a few of us who have experienced this delay of their Ionic return package.  Apparently Plainfield is the Bermuda Triangle of UPS distribution centers for tracking purposes but what I and others have found is that it is actually the location of the Sedgwick processing center.  If you call the Fitbit Ionic Recall line at 1-888-240-2819 they can confirm if your package has been received and is being processed for a refund.  You will not have to be on hold forever and will get a live person without having to go through some tedious automated phone screening system.  Good luck.  

[Hagedorn]

Thanks, but no such luck. The rep suggested I try back in a week! Lol.

[Mahsiri]

Is there any chance that someone successfully made it through recall process from Jordan? My country is not listed on Fitbit and I can’t complete the recall process. I tried a couple of times with customer support without success, last thing they sent a UK number to call, I doubt this will help. 

[Robbie77]

@CCYEUNG 
I have been waiting for 2 weeks and 2 days for fitbit to send me the email now.. I have been in contact with support and all they say is wait for the email... 
heard that it took 3 weeks for someone to get the email.. 
I bought another brand today and just hope I will get the refund.. and if I get the discount code mayby my son can have a watch.. 

[Hubi74]

I registerd in 5th March and my Ionic is disconnected,…. But,….. i dient receive a E-Mail with Code or any other confirmation Mail.

does anyone habe the Same Problem?

[Ammars27]

I agree I can not get it to work at all!

[SunsetRunner]

Let’s see how this goes…

[Etallon]

Me
4th march and still nothing. And yes I keep checking spam and I've spoken
to the recall help centre 3 times who say the matter has been escalated but
no one can seem to help

[Troubleuk]

Here in the uk it just states to stop using the watch and dispose off immediately says nothing about sending the watch back to Fitbit am lost what to have done as I have now disposed off the watch help 

[Mentor6508]

Only people in US have to send their devices back. Other countries just
need to stop wearing them and dispose of them, not return them.

[t.parker]

@Troubleuk In the UK this is what we do. Looks like only US users have to send the device back.

[Troubleuk]

Thanks had me worried as took it to the local recycle centre to be disposed off 

[SunsetRunner]

@Troubleuk Are you getting a refund though?

[Troubleuk]

Yes I already bought a sence and my ionic was in the draw so got myself some more straps and waiting on the refund 

[t.parker]

@SunsetRunner this is what registering refund process looks like outside of the US. This is what Fitbit sends to the users after registering for the recall:

It's a refund and discount. I believe it's pretty much the same everywhere. We just don't have to send the device back.

[SunsetRunner]

Great to hear @Troubleuk 

[Septprip]

@SunsetRunner ... You would be amazed how valuable personal information is! I always think at least twice about what I am giving away.

But as you say, in this case they might most info already. But always good to stay vigilant!

Best Regards

Pär from Sweden