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.

[JeffGallant]

Don't know why you're posting this. I'm sure we all know what to do.

What we want to know is Why the process doesn't work and what fitbit are doing to fix it.

(sorry for shouting but nobody seems to be helping us -support agents seem to know little more than we do and all they can do is tell people to wait) so please can someone update us on the situation.

Moderator Edit: Formatting

[SurajBI]

Has anyone previously had experience with getting refunded by pre-paid mastercard from fitbit. Do they send the code of the mastercard to the email or how is it? Is it safe?

[Suffolk123]

I went through the two stage refund process and had no subsequent e-mail to confirm that my refund will be processed, and no discount code.  The website says 30 mins 'or a bit longer'.  How long is everyone having to wait?  In the mean time I am left without a fitbit.  Online on the chat at the moment  but no response.....

[Nidge1]

How long does it take Fitbit system to wake up? I’ve had a code for two days and still it won’t work.

[aunttishl]

Not yet contacted them 5 time in 2 day, still being told to wait. 

[SunsetRunner]

I try to Register for a Refund for my ionic. but receive an error message, I did receive a reference code in my email. but when I try the account verification I receive the message "Reference Code not found." even after waiting more than a day.

Anyone an idea? 

[Thepowbucket]

So the marks I had on my wrist that I asked about months last year I had people tell me it was some other stuff like infections and even ringworm LOL. I knew it felt like but I stopped wearing it for a while and started wearing it again.  Thank you to Fitbit for stepping up and doing what's right and taking care of your customers.  

Moderator Edit: word choice

[rdonatien]

I can’t get to finish my refund form it keeps saying my email is wrong it’s not that’s my personal email. 

[Snowpenny]

Hi NadiaBolt,

I am located in Australia as well and here are the contact numbers:

https://help.fitbit.com/en_US/ionic.htm

Contact us on our dedicated number for Ionic recall questions.


- Australia: +61 1300 998 704

Or this one I found in another post:

https://www.fitbitionic.expertinquiry.com/contact-us

Hope this helps.

SnowPenny

[Brimson]

Thanks for all the replies. I will wait a few days to see what happens. Just another question. Are all Fitbit chargers all the same? I have a charger for the Ionic but if I get a Sense is it compatible & do new watches come with chargers. Thanks

[pizzacheeks]

No the ionic is different from the sense/versa 3 and those are different than the charge 5 yes they are included 

[YojanaFitbit]

Hi everyone,

Thanks for your question about the Ionic recall.

If you're getting the message "Reference code not found" follow these steps:

1. Make sure you entered your code correctly (no periods or space at the end of the code). 
2. If it still doesn't work, try again later today. The registration needs time to complete processing in our systems.
3. If you don’t have your reference code, contact the refund center. 

The discount is only available in regions where you can purchase products directly from the fitbit.com store. The best way to purchase a replacement device is to use the refund at your local Fitbit retailer.

[Loodicrus]

Maybe it has something to do with the country you're in.

I'm from The Netherlands. My Fitbit Ionic profile also has The Netherlands as country.

Just a thought for support to check ?

[skullfist]

Hi

Today I have created/received 3 reference codes.
No spaces included when i am entering the codes.
I have tried lots of times today, the whole day. I only get "Reference code not found".
Even tried different browsers.

Im pretty sure this is a bug on Fitbit page. Could Fitbit web developers check this?

[GeorgeCamilleri]

I've received the email with the reference code, including a link to verify my account. When I visit the 'verify account' page, I'm asked to enter the registration code twice. However, I then get a 'Reference code not found' error. I contacted Fitbit support on Twitter. Their reply was that they couldn't find any recall record under my account. They also suggested that I try again, which I did, getting a new email with a new reference code. I still got the same error.

Their final advice was to keep trying ...

[Nidge1]

Maybe so. I’m in the uk.

Sent from my iPad

[Bahappy1]

I did follow the procedure and got a referencecode , step 2 I started the account verification, where i was asked for the reference number and... it replies with referencecode not found, could take half an hour, I retried and retried. I started the proces again and retried with an other reference code and again...

The system replies with reference code not found.

Please advice what to do now.in order to get the refund.

My Ionic is as good as new.

[Jessfrisch]

Hey I tried to add the reference code and it keeps saying code doesn’t match?!!

[FUNHOUSE]

Hi there. 

I have started the claim for my ionic and I got the email with the reference number. Its been 2 days now and my reference is not found when I am trying to verify my account. Any ideas?

[Aardwizz]

I've opted for a Versa 3.  What I'm curious about is -- what's available in the Discount Store.  We can only go in once, but can't see if the whole catalog is available, and for how much.  I can see limiting the Promo Code to a one-time use, but going into the store?