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.

[Jimnamechui]

Many cases opened by you and not providing refund to you or are you talking about general public?

[Mhat]

Requested the refund early March, chose MasterCard option. Today I discovered the refund details (virtual card with the refunded amount) in my spam (Gmail).  It was there already since end of March! Check your spam folders.

[YojanaFitbit]

Hi there, @Mhat. Thanks for adding this piece of advice to other users. We're glad to know you were able to get your refund a couple of weeks ago.

Thanks for reaching out our Community Forums to help others.

[Ih8acapela]

Edit: After getting disconnected I called back in and had another agent tell me the first agent was incorrect and that my Ionic is being processed, but that it has only been 5 weeks since processing and I should be receiving a refund in the next few weeks.   Fingers crossed 

After 6 weeks I called to get a status update on my refund Reference and was told my Fitbit Ionic Addidas did not pass the verification as a Fitbit Ionic and I would not receive a refund.  I was emailed by Fitbit and received a message in my Fitbit dashboard that my Ionic had been recalled. If Fitbit will not provide a refund for my recalled Ionic I want it replaced.  It was working fine and Fitbit messaged me on two different platforms telling me to send it in. My Fitbit Dashboard still shows a registered Fitbit Ionic.  Why did my Ionic not pass verification? Why was I not notified until I called in.

Moderator Edit: Personal info removed

[Tashy75]

It won't let me enter my reference number 

[Brimson]

Hi All, I just received an email with details of my refund. I followed the link & put some security details on & agreed to terms and conditions. I then have £227 on a virtual debit card from B4B payments. I can use it on line but not in wallet yet which is annoying. Shame it didn't go into my own bank account but had no option for this. It's like a real card but on line with all the debit card details & CV code & expiry date next year. Once It goes down to nearly zero I won't use it again. I'm in the UK if that helps. Maybe buy some stuff on Amazon but will need access to the internet. It will help if you save  your password to Google as it wants upper, lower, case letters,  numbers & symbols when you make a password. Hope that helps.

[Jimnamechui]

Anybody received a refund through Paypal today?

[MartaRossinola]

There is someone from Italy here? I chose Mastercard as a payment for the refund, what i'll get?

[Ekoceng]

Device is locked

[Shemandy]

That's the same as me and I really need a watch for work and fitness. Don't no what I'll do with my refund now. It's taking a very long time. 🙄

Moderator edit: word choice

[FP76]

I have done this about 5 times, and contacted customer service just as many times as the verification code never works. As I'm in the process of doing it again whilst on the chat with a customer adviser, the chat shuts down and they are now "on a different trail" and cannot be contacted. 

Can you please send information that actually works? So far I'm not that impressed with the customer service. I appreciate you may be busy but so am I. Many thanks

Fran

[Newbrighton]

Are thanks for info,I will give that a try.🙂

[Warren-C]

Same here it's over 7 weeks ago and I bought 3 new fitbits using the discount offer on the strength of the refund . It feels like a scam 

[gecomar]

I have the same problem...

---------

I keep getting the message 'reference code not found'.

So this procedure is not working. I've been trying for over 24 hours now...

[Fmjen1]

I’ve been waiting forever for my “refund”. I finally got an email about it and then I tried to use the “visa” I was emailed and was told it doesn’t work. Wtf. 

[Abhiiiii]

Can you send post the list? I was under the impression we (US) were getting a visa, not a mastercard? How did you get mastercard to send you a list? Why wasn’t it Visa.

[Racingmom5s]

Have you received the virtual refund? When you open the email scroll to the bottom and there is a link that opens to the retailers. I will try to attach a pic of the list of retailers  3 left off are travel because it didn't fit.None of these retailers sell Fitbits Sent from my Verizon, Samsung Galaxy smartphone

[Newbrighton]

Hi thanks for info, when I try to set up virtual card on b4b app, it keeps asking for card no, which I haven't got yet,how did you get passed that, if you press register or login same response, should be easier than this.

[TomDuke]

@Abhiiiii -From the beginning of the recall US users were offered two methods to receive their refund: 1.) PayPal, 2.) a virtual MasterCard.  There have never been any alternatives, probably to keep things simple. So no Visa, American Express, Discover, crypto, etc.  Any other payment methods you see mentioned in this thread are for international Fitbit users and aren't available to US residents. Good luck.

[Racingmom5s]

I wish that were true. I live in the U.S and was told originally there would be options for the refund. However, when my Ionc was returned and it was verified when I was completing my verification I did not have an option. The only option was the virtual gift card. That was it. It doesn't work on Fitbit's site. So no other options for me in the U.SSent from my Verizon, Samsung Galaxy smartphone