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.

[OllieCrafoord]

It will take 3-6 weeks to get a refund from them. It will arrive as a pre-paid mastercard.

[pizzacheeks]

I am sorry people don’t know what one time code means but there is no special products on that store. That is why I and others have been advertising people since Thursday to use the regular store to decide between sense, versa 3, charge 5 and only use the special store when you are ready to buy. Hopefully support can reissue you codes.

[Stefan8923]

@slhaunz ah right im with you now, sorry, iv been looking at screens and trying to enter codes that much all day that it appears my brain has turned to mush.-thanks fitbit. I dont think ill bother with fitbit again, even tho i was going to try and sell my ionic before the recall and get a charge 5, but from my understanding with the 40% discountand the price of the charge 5 being at 179.95€ it would be 107.97€ to buy with the discount. For the sake of not having to go through all this bull**ahem** again i think im just gona look for a different brand of watch with the refund i get(whenever that may be as im still trying to enter the code for step 2 and its still saying wait 30 mins-over 14 hours later)

i think u hit the nail on the head describing the whole thing as circus.

Thank you for all the information u provided me with and i was gona say it should be u who should be working for the fitbit customer service team but apparently u need to not know what ur talking about or not know how to do ur job so unfortunately wouldnt fit in on the fitbit team- as u clearly know more than all them put together😉 thanks a million again and i hope u dont get shafter with the refund rigmarole with the money they charged u on the screw-up and that ur "case"🙄 gets soted out in a speedier manner than all this circus has taken..Do let me know how u get on with it please. Thanks again!

[thayreen]

me too... third process still not going through. and fitbit chat support is also not helping or writing me back. stuck here as well... even after 3h of waiting and trying again

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what to do if the reference code can not be recognized? even after hours of waiting and getting the process started again and and again. the confirmation code still doesn't work. this is very annoying 

 please help

[KamandaQuinn]

It says refund is $299USD 

[Lillybilly]

Same issue....it seems to work out ok for some and not others

[KamandaQuinn]

I’m in the same boat with this one 😔 

not sure how a refund works when they have no details…. 

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It says if you have more than one then you need to register all separately so I’m guessing different accounts for each 

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I’m in Australia ☺️
not 100% sure but it just says $299USD so I just looked at the exchange rate. 
be interesting to see how much people actually receive. 

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Thank you for your info ☺️
I have the choice of either PayPal or card too but did you put your card or PayPal details somewhere? 
I didn’t see anywhere to do this. I chose card but they don’t have my card details… 

Not sure how this works 

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I’m in the same boat 🤦🏼‍:female_sign: 
how do we get a refund when they don’t have our details 

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Thank you ☺️

[Jonnyboicook]

Refund - it’s going to be $299 (less than the £249.99 I paid for it! 🙄 not to mention the £50 each for the leather bands, which I have in blue & brown 😫) I didn’t get my discount code the first time I went through steps 1-4 even though my device was successfully disconnected. Nor did I receive a confirmation email confirming disconnect. When I did the steps again using the same initial emailed reference no again, the discount code came through via email straight away. 

when u go to the site with the code the watches show up as already discounted by 40%. The fitbit sense shows as £279 discounted to £168 (although it’s only £189 on Amazon anyway!). So the 40% is off the full RRP but not the best price available online. 

the discount email says :- Thanks for verifying your eligibility for your discount. To keep you as part of the Fitbit family, we’re offering you the following:

• 40% off up to 5 Fitbit devices–that’s 1 for you and 1 for up to 4 friends! Check the store to see which devices are available for purchase.
• Up to 5 free accessory bands–1 for each device you order
• 1 Fitbit Premium subscription for a full year (new members only)

• Free expedited shipping (where available)

As I said the watches show as discounted already but even though I own a leather band for my Ionic (the others give me a rash) the leather sense band comes up as £49.99 & is NOT discounted/free as promised! Expedited shipping is £8.50 not free as promised & the emailed code shows as invalid! I’m really getting sick of this now! 

[Miike2000]

I have disconnected my ionic, received the 16 digit code via email, then what ? says verify account which I have done, I have no email with a code or any further directions. Anybody ? Australia

[Davey7405]

Hi

I registered for the refund on Friday but haven’t received the email stating where I have to send it. Nor any email about a discount just one with my reference number. And yes I’ve checked my junk email.

[DaveTaylor]

Hi OllieCrafoord your web link worked perfectly for me. I had been waiting for 24 hours approx for a discount code to arrive then on reading your post took your advice, I completed step 4 & the email arrived within minutes of me completing it! 
Thank you so very much:)

[Divzy1]

Same 

[MiaHanson]

Hi,

Does anyone know how much Australian Dollars you will get when refund the Ionic?

Also can i refund my Blue and burnt orange colour ionic?

Thanks!

[pizzacheeks]

People are asking the same questions over and over again, TOP TIP! Read back through the threads, many of your questions are answered already. See below for my experience which I hope will answer a few questions. See the end for an addition from someone else as well. Good luck! 

@TammyLynn_17 wrote:

Hope this helps someone....
My experience so far, from the UK…The Update

The Fitbit website, system and people are all overloaded at the moment. I've had no success with the online chatbox at all. I did get some decent help calling their special phone line. Numbers found on the FAQ page about the Ionic Recal. I talked to a person named David in South America who actually knew what he was talking about and where to find the answers to my questions. Very helpful.

I think some of this information might depend on your location in the world. I'm in the UK, England. I'm supposed to have a refund on the way. I was also sent special links and codes for the 40% off replacement + extra band. 

Tips and info:

The Refund as far as I can tell is the same for everyone. $299 USD. For me in the UK that will be about £225-ish GBP. It can take 3 to 6 weeks to arrive. For me, in the UK the choice was via PayPal or a prepaid Mastercard. (They will not need or ask for your bank details, it’s a prepaid Mastercard which can be used anywhere they accept Mastercard)

The 40% off discount access code to the special discounts shop only works once. So be ready to buy when you go in. Everything in the main store is not in the discount store. The top three smartwatches that are similar to the Ionic are in the discount shop. Including the newish ‘Sense’. The more expensive watch bands are not included.

There is an extra step for getting the discount codes, it's in an email. The subject for mine was: [Fitbit Ionic Recall Account Verification- Reference xxxxxxxxxxx.] In the email, it says 'Click here for Fitbit Discount'. The discount codes came in an email with the subject:[: Fitbit Discount.] Remember codes only work once! Even if you don't buy anything. So be prepared to buy when you enter.

The Fitbit websites are overloaded with requests and it may take some time for your codes to come through. Check your spam box for missing emails.

Once you start the process of giving up your Ionic (which is advised you to do for safety reasons) and filling out the forms to get your refund and discount codes, Fitbit will disconnect your Ionic from the app and it will no longer collect or send information to your app. NOTE: Your Ionic needs to be connected to your app for any of this to take place. If you can’t do this you need to contact them directly.

At first glance, it looks like you lose all your collected data in your Fitbit app when your Ionic is disconnected. (If that’s your current Fitbit.) That’s what I thought. But when I looked at my account online on my computer I see that all my data is still there.

I ordered the Fitbit Sense at 40% off and an extra free band yesterday (Thursday), it's on the way today (Friday). Expect to receive it sometime next week. I did not take advantage of the free year trial of the advanced Fitbit App.

From my understanding, the affected Fitbit Ionic watches have the code [FB503] stamped/engraved on the back.

I used my computer for all of the above, not my phone. I've heard that others who were having problems trying to do all this on their phone switched to their desktop and all was well. Good Luck!

For more help with refunds see below:

@pizzacheeks wrote:

Reposting the direct links

https://www.fitbitionic.expertinquiry.com/  For the Refund use first

https://myhelp.fitbit.com/s/devicediscount To Activate the discount codes by reference # in first email "Fitbit Ionic Recall Registration – Reference<Number>"
Check Spam and be patient as they are overloaded.

[pizzacheeks]

Here are the two important emails I got for the process here in the USA edited to better help you

[pizzacheeks]

I am not sure the reasoning for why people overseas don't have to send it back.  I just know from what other people have said is that they disable it and want you to throw it again.  Either way, you are going to get a refund E.G.  299USD, 225 GBP 405 AUD (the cost of the ionic before tax)

[iamPooh]

Hi,

I have done all the step 1 adn already got the reference code. However, when I get to Step 2, my reference code is NOT FOUND. I ahve been waiting for the update for 14 hours already. Trying to contact support, but eerytime takes longer than 30-45 mins, no helper arrived. Some times, I ahve been waitig for a big while and the assistant came to answer while I was away from the screen. 

Please advice how can I fix this adn go futher.

Thanks

[yaygull]

I initially had the same issue, but I eventually figured out the issue. First delete the watch from your cart. Then go back to the product page via the Ionic Upgrade portal. Click into the product page for the watch you want. The frame immediately to the right of the main product pic at the top left scrolls independent of the rest of the page, and the "add to cart" button is hidden until you scroll down. If you scroll the entire page instead of just that frame and use the larger "add to cart" button that later appears at the top, it gives you the current price instead of our special discount price. So you must use the "add to cart" button in that top right frame to get the correct price. Hope that helps!

[elmura]

What about Premium Subscription?  How do we get a partial refund on the annual subscription as my understanding was that the subscription is non refundable. Without the Fitbit Ionic, how do we get compensated for a subscription that is no longer usable (unless you buy another Fitbit)

[iamPooh]

No it is recall

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