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.

[nogle]

I have made multiple attempts to complete my claim for a refund.

I completed the details required and obtained a reference number (16) and then was invited to verify my account.

The impacted device (Ionic fitbit) was located and connected to my account.

I entered the 16 digit code twice as requested and clicked the submit button.

The reference code was not found despite the fact that I repeated the submission multiple times give that I understood one should allow 30 minutes before 

making submission. Same result on every attempt.

Can anyone advise what the error is on my part?

[RedDeviluk]

£225 in the UK seems to be the figure.

[SMILY1007]

The error is NOT on your part, nogle.

We all get the same result, and have been for the last 2-3 days.

Might be a better day tomorrow 👍😊

[SHEARMINATOR]

Be patient with it all people after I tried registering on two attempts this morning I got my codes to work to start the refund process. I ended up with A new fitbit sense and a free strap and free full membership on Fitbit premium. I've got a new Fitbit sense coming through the post this week. It cost me £168 UK pounds with a 40% discount due to faulty ionic product recall. I was told I'm still going to get a refund but will take 3 to 6 weeks 

[Debw64]

Hi everyone. I did finally manage to register and I have my code. It is not activated yet, like many of you on this forum. However I managed to chat to someone on the chat line and they said its taking a few days for the recall centre to activate the codes. 

[Alex.Y]

I entered the the reference code, and it was not found despite the fact that I repeated the submission multiple times. Same result on every attempt, although I wait for many 30mins.

Can Fitbit advise what's going wrong?

[HansRT]

Yes, I have received a confirmation e-mail from Fitbit. 

[AJB452]

Have tried and tried to register my refund, I go through the process and get and email confirming this, given a reference number to verify.

That's as far as I get, reference number entered and all I get is " number not recognized".

Been attempting this for 2 days now, support and chat don't reply, so frustrating.

[renbur]

I’m getting the Charge 5 however the discount code didn’t work I called the ionic return line she said the code may not work over the weekend and to do the replacement order during the week. Wish they’d said that in the email 

[nogle]

I contacted support chat page 1 hour ago and eventually they responded.
They asked for a screen shot but this is also on my gmail account. When I
attempted to generate the screen shot, I then lost the chat line. Best
efforts over last 2 days have got me nowhere. I now have a collection of
reference numbers but not one can be successfully verified.

[BuriBuriZaemon]

@Moderator - Most of the information on the links you provided is not helpful, especially for those of us who have deleted our Fitbit accounts or have set up new Fitbit accounts but cannot pair our old dead Ionics again because, well, our Ionics are dead.  Trying to contact the black hole known as "Support" has not been helpful, so what are the options here?  I cannot get a code because my old device cannot be found when the process tries to verify my account.  I have not gotten any reply from Support regarding my new account, and the one time that I actually spoke to a representative, I was told that "my case would be elevated" (whatever that means) and that I would hear back in "a few hours."  Well, it's been three days!  As far as proving that I have an Ionic, the only proof I have is my dead Ionic and my purchase order from Amazon (which should be enough).  There is no way to directly email Support, and chat is unresponsive.  Someone needs a kick in the pants about this because so far, the whole recall scenario has been a disaster (just like the Ionics).

[alisondurrant]

Please can everyone stop replying to my question earlier. My phone is full up with your helpful answers. Thank you everyone but please stop.

[saifux]

My Promo Code doesn't work.

[Brimson]

I've tried twice now over 2 days but have had no verification with a reply email to complete the process.

[Mammakiz]

Hi Lizzy!  I am so frustrated.  I have spent the whole weekend trying to sort this out to no avail.  I have been given different advice from support calls and nothing works.  I have two fitbit ionic sand so was told to change the email address which has complicated things further.  I have received an email from the original registration saying I will receive a refund in 3 - 6 weeks but my discount link does not work as it says it is a different address - probably due to all the confusion.  I am autistic and this is really stressing me.  No one answers tweets for more than 12 hours and I am losing the will!

[SHEARMINATOR]

After 2 failed attempts yesterday I tried early this morning and it worked. I'm got 40% off a new Fitbit sense, A free strap and refund will still be issued in 3 to six weeks. Don't give up keep trying it does work 

[JeffGallant]

I'm at over 17 hours and my reference code is still not found. Anyone waited longer but eventually got it recognised?

Should I keep waiting?

[Dandydemon]

 Hi, I'm UK, I registered, then verified - a screen popped up saying I would get my refund within 3-,6 weeks, but no discount code?  Have you purchased a new Fitbit before getting your refund?  Ta!

[leelaunder]

Me too 🤬

[Mammakiz]

No I haven’t purchased anything yet and am reluctant to do so with all these problems until I get my refund