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.

[dannyrat]

Hi Yojana, some help please. I am in China (an English person, language: English) and.when registering for my refund, the process literally went like this:

'You need to permanently disable the fitbit before applying for your refund' > I clicked OK

'Your fitbit will be permanently disabled within 7 days. You'll receive your refund within 3-6 weeks'. But how can you send it to me? You don't have my payment details at all (never asked for them). Please help, thanks

[slhaunz]

@Stefan8923I don't envy Fitbit support right now as I'm sure they're getting slammed. After I sent the last DM to Fitbit support last night with the info they requested, I received an answer from them at 4:15am my time with a case number and saying that they'll contact me by email. I won't hold my breath for that being any time soon. Since I already have a Sense, I'll just continue using it until it gives out then look at my options. Since my Ionic was only a back up and not in daily use, I'll gladly take the $299 and save it for the day that I need a new one then decide what brand/type I want.

[SunriseRun435]

I have gone through process of registering (in UK), verifying and accepting that Ionic will  be disabled.  Message on site says disable will take place in 7 days but refund 3-6 weeks??  Why so long?

[DiegoD]

Ciao, I applied the procedure as required and I am currently stuck at the verification step ("Reference Code not found") despite the fact that I registered almost one hour ago. Any clue? thanks in advance

[SunsetRunner]

You’ve answered your own question, it’s £223 or thereabouts. Has been reported on several U.K. newspaper websites 👍🏼

[Stefan8923]

@slhaunz i feel like they deserve to be slammed,not them individually or in a personal level but as company. It really is shocking. Glad to hear you wont be holding your breathe on them gettin back to you as that could be detrimental to your health!!

I got sorted early this morming about the verifiction code and thee refund..so 3-6 weeks and hopefully the money will be sent to my paypal account. 299$ works out at about 273€ so i look forward to that.👍

Its good that u are in a position that ur ionic was only a back up as you have the sense and from what i gather the sense is a good watch, as is the versa 3. Hopefully it last forever for you 😁 and you get to spend the 299$ at ur own leisure! Treat yourself!

[Fiona2482]

@alisondurrant if you have subscribed to the thread you will get an email everytime someone replies even if not directly to you, you need to unsubscribe from the thread

[SunriseRun435]

When I went through the process (in UK) the site message said refund in 3-6 weeks!

[DiegoD]

txs for feedback. My question was more on the time I need to wait in order to be able to complete the verification of my account and complete the procedure. I am still stuck in the account verification process waiting for my Reference Code to be accepted

[ShaunOR]

Replying to @Debw64 who asked...

"Can anyone help...I received the notification and went to register on the Sedgwick website but it says I need to "update the country in your address to the originally reported country". I was picking the UK from the dropdown menu, which is where this was purchased. The live chat is not responding so I'm stuck!"

I had the same issue too. I had to log-in to my FitBit account online to make sure that my location was the UK. Then at the Sedgwick website, it still showed me as being in the US. To solve this, I had to log-out of the Sedgwick website, and log-in again and then my country was updated at being the UK so I could proceed onto the next step.

[DunamisStorm]

Possibly because they are going to be processing so many refunds. They did sell 1.7million.

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I've has the same issue, waited 24 hours, still my reference code is not working. Currently waiting for 30 minutes for new code to be active as many have stated this worked for them.

[aviaator]

Anyone else getting an "email address not found" error when trying to register for a return kit?

[DunamisStorm]

So, when you entered your address and your email, as well as your phone number, would you not have classed these things as contact details? You had to answer these questions to get a reference code. If you opted for the Mastercard debit card, it can thus be posted to you, if your opted for PayPal, you entered your PayPal email address to proceed.

I hope this answers your questions and reassures you.

[aviaator]

Yes, When I registered the Ionic I entered my email address - the same one I use to sign in to my dashboard. When I get to the page where it’s asking for contact info to send the return kit it says “email address doesn’t match records” despite me being signed in *at that time* under that email address.

[DunamisStorm]

Double check your FitBit profile. For the UK it is here: https://www.fitbit.com/global/uk/account but yours will be different in the US or elsewhere.

[Mammakiz]

Same here.  I have rung and they keep saying wait two hours

[slhaunz]

@Stefan8923Glad to hear that you've been finally able to get that taken care of! The Sense has its good and not so good but, for my use, it's fine. I've gotten some separate band attachments so I've been able to adapt some of my old Ionic bands to fit it. The Ionic lasted almost five years so I'll keep my fingers crossed the Sense does too.

[Quokka-Dirk]

At least you got through and didn't get stuck after step one. Receiving an e-mail with a registration code that is not known to the system and being asked to wait for 30 min. Even days later.

[firemanian]

It took almost 40 hours from the point my device was deactivated to receiving the email confirming account activation and being able to register for the discount code, i'm guessing the are so backed up the system can't cope.

[Deborah-cooling]

Hello, just wondered if you had answers yet please? Am from the UK do we need to send the Fitbit back or just disconnect it? Also do you know sorry the link they’ve sent is that already with the 40% off? As there is a watch was £199 now £120 but I haven’t applied my voucher on it as it says not valid?