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.

[Queendhel]

I had same issue, anyone here who could help with this issue? Any number to call? Tia

@FitbitCommunity  please help

[SB1865]

For all in Australia

As per previous posts over the past couple of days, I received the email from fitbitionicrecall@sedgwickbp.com  with the details for the for the refund.

I clicked on the link on Thursday and it came up with ‘Your gift card is on its way, please allow up to 24 hours”.

Not knowing what the next step was, I assumed I would receive a 2nd email to confirm the card was ready. I even asked Fitbit Support via Twitter who did say that I would receive a 2nd email. This is where I do believe that Fitbit or their support team don’t really know what is going on with the refund. Fitbit have outsourced this to Sedgwick and I don't think the two companies are not in sync with each other considering that a 2nd email was not going to be sent. 

From a post from another user yesterday morning (trying to link to that post but it won’ let me), I then clicked on the link from the original email yesterday morning (approx. 48 hours after the 1st email), which then redirected to where the VVA account was showing with the refund amount. Checking Only1 portal, I can see the balance but am not able to register the VVA.

I contacted Only1 Customer support around 11:30am yesterday who contacted me 2 hours later requesting a copy of the card or just the card number. I only provided the card number, no other details late yesterday afternoon. Now waiting on further response from them.

[retiredatlast]

In AU.....Hi SB. An update for you. I did the same late Friday afternoon, via email and was not expecting a reply until Monday. I received an email reply Saturday lunchtime from Only1 stating they were sorry I had trouble registering the account. They state they have fixed that and have registered my account for me and activated the same and it is all good to use. 

So around 5pm Saturday I went online to the Fitbit store, put in all the information they required, clicked proceed to payment and got an error message stating the transaction cannot be processed. Try another payment method. Tried again this morning, Sunday and got the same result. I will now wait until Monday at 9am to call Fitbit and see why the payment is being rejected. Will give update when I find out or get a result.

[MiaHanson]

Thanks

[MiaHanson]

Thanks that was really helpful...please update me if there is any
more information.

Thank you

[Pisia]

Ionic refund issues. I have contacted Fitbit over a month ago regarding ionic recall. Registered successfully and received email that I will receive return kit within 5 days. After 10 days contacted support wow chat and they assured me I will get it within 10 days since they are busy. After additional 2 weeks contacted via chat and was told I need to call support experts. After calling experts I was told I have to call different number. Still no luck contacting anyone because they just closed. Anyone else had an issue with the refund/ recall?

[Satheesh5381]

Hi Himu,

I have received conformation mail on March 6th and received refund update mail from Paypal on March 30.

But nothing happens when I click on Claim your money, have contacted Fitbit chat support and also customer care number

No update till now, fingers crossed!!!

[Satheesh5381]

Nothing at all @VineethV 

[PaulineD]

Aussie here again.  Had a response from Only1Visa, advising visa is registered and ready to use anywhere in Aus that accepts Debit Visa.  Tried to buy my replacement fitbit from the special ionic fitbit store, where payment options are 'credit/debit card' and the payment wont go through.  I tried making a small purchase from etsy, payment would not go through there either. 

Will leave it to Monday when I'll be contacting Aus Fitbit 1800 number, as I think that at the very least, the checkout for fitbit should be set up to accept the refund card that fitbit has organised.  

So disappointed, although not surprised, that the process has not been easy. I shouldn't have to attach this visa debit card to my paypal account, (and send money to someone else)  as a work around  Thanks for the earlier poster who mentioned checking product review about Only1Visa.  That was an eye opener...

[hauserted]

Hi @PaulineD can I ask how long it took for the link in the refund email to work to allow you to register your card? I received the original email from Fitbit on Friday morning at 6am but every time I click the link it takes me to a website stating that my card would be available in up to 24 hours. >48 later still not working. I’m in Oz as well 

[SB1865]

Hi

@PaulineD  and @retiredatlast 

Thanks for the update. I will wait and see what happens today if Only1 contacts me to confirm the card is now registered. I've not yet decided what I will use it for (don't need another Fitbit as I have a Versa 3).

Thanks

SB.

[baboba]

The Chinese user who applied on March 2 has not received the refund, and there is no place to fill in the refund method similar to PayPal. Six weeks are coming soon. What is fitbit doing?

[retiredatlast]

R u happy with the Versa 3 SB??

[SB1865]

Hi @retiredatlast 

Yes, I am happy with it. I see that it is similar to the Sense. With the sense only having a couple of different things (ECG for example). I'd probably go for the sense if I was getting a new one - though am happy with the Versa 3 (have had it about 6 months). 

BTW: Just received an email from Only1 with the below comment. Which makes me think the card was already activated.

"per our records' car is activated, registered and ready to use.  The Virtual cards are automatically registered upon activation'

I've attempted to use it but get "Sorry! We were unable to authorise your payment at this time. Please try again"

[supamario]

Australia here.  I just received my Visa Virtual Account. 

* Make sure you take a screenshot of the screen and save it!   as you dont seem to get a confirmation email - or at least not any that I have received yet, not even in the spam folder.

The conditions state, "Only 1 Virtual Visa Cards must be registered prior to being used."

Ok, so you manually have to copy and paste the www.only1visagiftcard.com.au link (not that it tells you to), choose register card and enter the details..

"We are unable to process your request at this time. If you continue to receive this error, please contact Cardholder services by calling the number on the back of your card."

Surprise surprise.   I can only hope its because they want a bit of time for their system to update.  Real banks usually only take 20 or 30 mins, at most, to activate.  I waited an hour, still nothing.  I will try again tomorrow.

I dont think its a scam.

What I do think is,  Fitbit has intentionally chosen a very unreliable company to manage the refund process.  If I were cynical (!) I would think that they are hoping to make it as difficult as possible for people to receive their money and hope to delay, incur fees, people give up, leave money behind, etc.

Moderator edit: all-caps

[supamario]

SB1865,  did you actually register the card online?  If so, what did the message indicate?

[Jimnamechui]

Guys please explain me. 

Im confused regarding refund method. I have selected refund through Paypal. My fitbit account email is different and Paypal email is different. 

I haven't received the refund yet, but when refund will come. Will it be directly deposit into my PayPal account or will I be getting a link to deposit? 

I thought I will get refund directly into my Paypal account wothout having to click any link.

[SB1865]

@supamario 
Please refer to my first post this morning (approx. 4 hours ago) where I provided an update from yesterday. It does not allow you to register online which is why I and a couple of others have contacted Only 1 to sort it out. My last post is an update to advise that Only 1 have advised this afternoon via email that "The virtual cards are automatically registered upon activation" which isn't any use, considering you still can't use it despite them advising it is already registered and activated. 

[supamario]

SB1865

Maybe their trashy system doesn't operate on a weekend.  Try activating on Monday.  

[SB1865]

Hi  retiredatlast.

FYI: I have just successfully purchased an gift card via Amazon (though only used the amount of $300 instead of the full amount) and it worked. I checked the balance. Not sure why it can't be used on Fitbit or anywhere else. Hopefully you will get it sorted out tomorrow directly with Fitbit.

Now I'll just purchase something from there.