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.

[TomDuke]

@Racingmom5s - You are describing a different experience than what I and a number of other US users (who have posted here) have had. 

  I returned three Ionics for the recall. I had to register each one individually to receive the return kit which I did on 2 March. Each time I registered a device I had to select the method of payment I wanted for my refund. There were only two choices, PayPal and MasterCard.

So far I have received refunds on two of my Ionics, both through PayPal. My third device has not been processed yet, but for that one I had selected the virtual MasterCard.  

  Perhaps it is possible if you registered for the recall later than I (& others) did the payment options changed?  I wish you luck in getting things sorted out.

[OwnTooManyBits]

@TomDuke RE:Racingmom5s 

I am located in the US and I have registered for 5 Ionic return kits. 3 registered on March 7th, 1 registered on March 13th, and 1 registered on April 18th. I had the option with all whether I wanted to be refunded through Paypal or Master Card. The process has not changed and the option is there on the second page when you register. You had to enter you Paypal email address twice for confirmation. 

Since I have had an active Paypal account for over 20+ years I chose Paypal because it was the quickest and most secure method for payment option for me. Whichever way you chose to receive your funds you will be notified before they process the funds to Paypal or a virtual Master Card. 

[VMMage]

I received an email from FitbitIonicRecall@sedgwickbp.com yesterday that said:

Dear Valued Customer,

PayPal recently emailed you about your refund for your Fitbit Ionic device. If you already logged into your PayPal account and accepted the payment, thank you! If you haven't accepted the payment, please do so as soon as possible. Your payment will expire if you don't accept it within 30 days of PayPal’s original email notification to you.

Please do not reply to this email, as this is an unattended email box and replies will not be responded to.

Thank you for your continued support and being a member of the Fitbit family.

I received my USD 299 refund in my Paypal account on April 13, I didn't have to do anything special to get it -- but I have a rather active Paypal account, perhaps less active accounts would need to perform the "accept" step.  Or maybe they are referring to the KYC step needed to accept funds from foreign sources, which doesn't apply to me since I'm in the United States.  Like many steps in this highly flawed refund process, the important details just aren't there.

[SunsetRunner]

If you haven’t had the virtual card yet it’s pointless trying to set up an account as (like you said) it asks for the card number, which you won’t have until you receive the e-mail.

I’d like to know the %age of American users who have been refunded to other countries users.

[MorneJ]

I am in South Africa. I received my mail from PayPal on 08/04/2022 stating that the $309 has been paid to my PayPal account by Fitbit. I accepted the funds using the button in the mail and have still not received any funds into my PayPal account 3 weeks later. I have friends who received their mails yesterday and the funds now reflect in their accounts. This is terrible customer service. 

Is anyone else having this problem? 

[YogeshMohla]

Hi,

This is Yogesh from india.

I registered for the refund  on 05 mar 22. then got a refund confirmation on 09 mar 22 (after difficulty in getting the reference code getting verified).

Subsequently, my Paypal account filled up details etc. I got a mail  from Paypal in the first week of apr 22 that your payment from fitbit has come , but your Paypal account is not verified.

Before I could verify the Paypal , the funds were sent back to fitbit.

Called up Paypal and they said as per indian regulations if your Paypal  account is not verified, your funds return to sender.

Subsequently my Paypal account is verified.checked from Paypal customer care.

So how do I get my refund...

I guess I have to start from step 1: register again... and get reference code.... which again is giving the same error: reference code not found.

Please help

Moderator Edit: Formatting

[Abhiiiii]

Where / What is the list? And why was this not said to us before.

[YogeshMohla]

hi..
thx for the reply.
But Paypal told me this limitation of KYC before receiving payments is for
India only, not other countries which still 30 days for KYC activity..
In India, Paypal can't keep payments in Paypal account for more than one
day, and sends it to your linked bank account ASAP. If no KYC, it is
resent back to the sender...
Strange but true..
and that's why the reversal.
That's the problem in my case..

Thx for your detailed response...
That was great help
Regards and enjoy the refund and new watch
Cheers

Moderator Edit: Formatting

[ParasM]

How did you contacted fitbit for the refund again after completing kyc?

[YogeshMohla]

Contacted on chat option..in fitbit contact..
You can call also..

[Jimnamechui]

How many people received a refund through Paypal yesterday (April 29th)

[TomDuke]

@Abhiiiii - If you reside in the United States and are participating in the Fitbit Ionic recall there is no "list", you have the option of 1.) PayPal or 2.) virtual MasterCard.  That is all, it is a simple binary choice.

  Be aware that many, many of the comments in this thread are being made by Fitbit Community members who live outside the United States and they have a very different process than we do and other payment options that are not available to US users. 

I don't think Fitbit is trying to pull a fast one on you and is withholding some secret list of alternate payment choices.  PayPal or MasterCard, you had to choose one when you registered for the recall.  See OwnTooManyBits comment above. Good luck.

[Abhiiiii]

I understand. But she said that there was a list FOR the mastercard, meaning that you can only use the mastercard for companies that fit within the 106 merchant list. For example, if walmart isn't on the list (i assume they are, but for example..), then you cannot use the virtual mastercard there.

[TomDuke]

@Abhiiiii - Okay, I see what you are saying.  There was no mention of a merchant list in any of the information provided when we registered the Ionic for the recall.  From reading comments from overseas folks I know there have been documented difficulties using the MasterCard to include Fitbit's own online recall store!  I wonder if the customer support staff at the Ionic Recall Line (1-888-240-2819 or 1 888 925 1764) know anything about this merchant list?  I completely agree that if there were limitations to where we can use the virtual MasterCard that users should have been made aware before they decided on their refund option and not weeks later.  If there was a list I think that someone in the community would have shared it by now in this 206 page thread.

[OwnTooManyBits]

I am in the U.S.A

Every Country was not on the list for the Ionic refund program. You don't need to register to find this information, just go to the registration page and scroll through the countries listed. If each Fitbit User Name had a flag or either the country of origin there would not be so much confusion on this board. There is so much misinformation being posted from other countries, than the country that the consumer needs assistance from. Because of that Fitbit is being blamed. 

With so many countries involved in the Ionic refund program, Fitbit has to follow the laws of each country. Some of the listed countries outside of the U.S.A., Canada, and the United Kingdom may not allow consumers to be refunded in cash and that is why vouchers were issued. Only the U.S.A had consumers return the actual device for verification and USA was given only 2 options to receive refund: Paypal or Virtual Master Card. Other Countries outside the U.S.A., the consumer only had to agree to allow their device to be deactivated from their account

Keep in mind that there are at least half a million to over a million Ionic devices being returned, so the process will take some time. It doesn't matter when you registered, when your device was returned, or when your device was deactivated. There is a long line of others ahead of you that has to be verified. 

• Here in the states our devices had to be physically handled and verified. How many devices were sent back that were not Fitbit Ionics. So if your device did not look like the items pictured than you will not receive a refund. Only devices that looked like the 2 to the left and have the Numbers FB503 qualified for the program. 2 Fitbit Ionic 1 Fitbit Blaze2 Fitbit Ionic 1 Fitbit BlazeOnly devices with FB503

[cchow]

mbrug: I've tried to contact lazada also. But they recommend me to contact  Sedgwick instead. And they only have telephone numbers that is international call,not llocal number. I still waiting for further advices.

If i have any response i will tell you.

---

JRul : thanks for your kindness. Actualy i cannot find any email to contact to support. There is only live chat and international tel number. The live chat repeated told me to contact sedwig support somethings without any uasable/valuable advices.The one I haven"t tried is tweeter because i don't have account. Would you please tell the email contact you found?

thanks

---

I've just finished the tweeter channel without any success also. This seem to be hopeless problem. So bad the refund responsibility.

Moderator edit: format

[KevinZarz]

What is going on! I signed up on the expertinquiry website more than 12 hours ago! I am trying to desync my fitbit and it says I dont have the reference code! I have an email stating this reference code AND a screenshot. What game is fitbit trying to play? It says I need to wait 90 minutes.

[BakerNoDesync]

Pardon my english, I am from spain. I understand what you are saying. I also cannot get reference code found and guess what I have waited TWO whole days! more than 48 hours for this! is anyon even get the desync???

[Stevenpage]

It says my country is supported (Netherlands) but when I try to input my reference code I get: 

Reference Code not found.
Be sure to wait 90 minutes after registering to verify your account.

I have already waited 90 minutes. Fitbit staff is not providing any help. Is the recall still on? Or did I miss it.

[SunsetRunner]

For some the verifying has taken a couple of days, this will be due to the sheer numbers involved