How do I get my Fitbit repaired or replaced under warranty?

warranty for Fitbit

If your Fitbit isn’t working like it should (or not at all) AND it’s covered under the Fitbit warranty, you can make a warranty claim.

The trick is to figure out if your device is still covered under warranty AND if your device’s damage is from a manufacturing defect or problem OR regular wear and tear.

Related reading

What coverage does the Fitbit warranty offer?

Fitbit’s includes a standard one-year limited warranty for the US and two years for the European Economic Area (EEA) that covers both the device and the wristband(s) that came packaged with the device.

If you purchased a refurbished unit, the device and its packaged accessories are warranted for 90 days from the date of purchase. warranty details for Fitbit devices both new and refurbished

Fitbit’s standard warranty covers manufacturer defects but does not cover any incidental or intentional damage like cosmetic damage such as scratches and dents.

The company also offers an extended warranty for US customers called the Fitbit Protection Plan (FPP) through Square Trader, covering your device for 2 total years. FPP Fitbit Protection Plan extended warranty by Square Trade

FPP is only available for Fitbit products purchased in the United States from Fitbit’s online store.

This protection plan also covers some accidental damage. You must purchase FPP within 30 days after your purchase.

Warranties start from the date of sale or shipment, or if you received it as a gift without proof of purchase, from the date you first connect your gifted Fitbit to the Fitbit app or Fitbit’s website.

If your Fitbit is past the warranty period and the warranty expired

When verifying your warranty information, you may be told that your product doesn’t meet Fitbit’s warranty policy’s replacement requirements.

Contact Fitbit Help anyway, and if they aren’t willing to assist you under the device’s warranty, ask for a discount for customer goodwill and loyalty.

Review how you purchased your Fitbit

Another option is to check how you purchased your Fitbit. Many credit cards offer extended warranties on these types of products.  

You may even be eligible for an extended warranty replacement. credit cards often offer extended warranties on electronics including Fitbit

Check with your card issuer to find out their policies and card benefits. Many double the manufacturer’s warranty by default.

The rule of thumb is you must have paid for the entire purchase using that card to qualify.

Before you contact Fitbit for warranty service

  1. Make sure you verify your Fitbit warranty coverage (1 year for US customers and 2 years  fo EU from the date of purchase or 90 days for refurbished devices)
    1. If you do not have a receipt and you received the Fitbit as a gift, the warranty starts when you first use the device and connect it to the Fitbit app or online Fitbit dashboard
    2. Did your warranty already run out? Check with your credit card company or ask if Fitbit can offer discounts on potential replacements
  2. Know the serial number for your device
  3. Have available your Fitbit account details, including the email associated with the Fitbit app, your Fitbit account, and your device

Where is your Fitbit’s serial number?

Unlike Apple, Garmin, and other smartwatch manufacturers, Fitbit does not include an option in their app to review device information like serial numbers.

For Fitbit smartwatches,

  1. Tap the Back button on the left
  2. Go to Settings
  3. Scroll and tap Regulatory Information
  4. Find your serial number there, usually 12 characters containing numbers and letters. Fitbit serial number on smart watches under regulatory informations

Unfortunately, Fitbit device trackers like the Inspire, Charge, Alta, etc., do not include the serial number in the Settings screens.

Locate the original Fitbit box and packaging original Fitbit Inspire HR box

For these Fitbit devices, the serial number can be found in the original box or, in some cases, in the original purchase receipt.

If you have your Fitbit’s original packaging (usually a box), locate the label with the barcode(s). Under the non-UPC code, you find your device’s serial number.

There are two barcodes on your Fitbit’s original packaging box.  One is the usual UPC, and the other, the longer one, is the serial number. locate your fitbit's serial number on the original packaging or box

Don’t have your Fitbit’s box or original packaging?

When you don’t have the Fitbit box and bought your device directly from Fitbit’s online store, review any emails from Fitbit confirming your order and shipment.

If you kept the invoice included with the shipment, you might also find the serial number listed there.

For Fitbits purchased elsewhere, look at the sales receipt.

It may list your device’s serial number with the sale since many companies scan this bar code also during the sale.

Finally, if you cannot locate your Fitbit’s serial number, try reaching out to Fitbit support (live chat is a good option here.)

Ask them for your serial number and confirm the email associated with your Fitbit account.

How to submit a warranty claim with Fitbit

To make any warranty claim, you must contact Fitbit support via Twitter, email, phone call, or live chat.

At that point, the Fitbit support person reviews and verifies your warranty coverage and guides you through your options, including any required return authorizations.

Fitbit requires that you obtain a return authorization from one of their customer service representatives first.

After getting a return authorization code, do the following

  1. Include that return authorization information with your returned product
  2. Add a copy of your original purchase receipt to your shipment
  3. If possible, back up your Fitbit’s data to the app by syncing your device and/or export your data from your online Fitbit account using your account’s dashboard Data Export setting
  4. For privacy, we also recommend you return your device to factory settings by erasing all the data on your device
    1. For smartwatches like the Sense, Ionic, and Versa Series, go to Settings app > About > Factory Reset reset to factory settings Fitbit Ionic
    2. For trackers like the Charge or Inspire, go to Settings > Clear User Data or Settings > About > Clear User Data clear user data in settings Fitbit Inspire
  5. Only send in the part of the device that’s causing problems. For example, if it’s your Fitbit Versa, do not send in the charger or the bands
  6. Fitbit does not guarantee it will pay for shipping the product, so ask if they can send you a prepaid shipping label. For the fastest service, consider shipping it at your own expense via your preferred carrier
  7. Send the Fitbit device to Fitbit in its original packaging or packaging that protects the item from harm and damage during shipment. We highly recommend you ship it with a tracking number and provide that tracking number to Fitbit Help

Once you submit a warranty claim, Fitbit will either repair or replace your device.

  1. Repair the Product at no charge, using new or refurbished replacement parts
  2. Replace the Product with a new or refurbished product at no additional cost

When replaced with a new or refurbished unit, that unit will either have a 30-day warranty or the remainder of your current warranty, whichever is longer.

Does a replacement Fitbit come with a new warranty?

No, a replacement Fitbit does not come with its own warranty. Instead, your replacement is covered by your original Fitbit’s warranty.

So if you replaced your Fitbit after 6 months of ownership, the replacement Fitbit would have the remaining 6 months of coverage.

Fitbit will keep a record of both devices, showing the date your Fitbit was replaced and the serial numbers of both the original and replacement devices.

Did your Fitbit band break or start peeling?

Fitbit also guarantees its bands during the warranty period. Fitbit band warranty claim

What Fitbit covers for its broken band warranty

  • Defective bands including defects in materials and quality under normal use
  • Bands that break through no fault of your own–for example, bands that break loose from the metal clasp
  • Fitbit does NOT cover damage due to normal wear and tear, accidents, improper use, or any cosmetic damage such as scratches, dents, and so forth

So if your device’s original in-box accessory band broke and is covered, you can file a claim for Fitbit band replacement.

  1. Take photos of your band to prove the problems with the claim
  2. Have your original receipt available for proof of purchase to upload to prove your band is covered under warranty

Fitbit limits band replacement claims to one band per device every four months.

If you have an issue with a separately purchased accessory band or a previously replaced band, contact Fitbit Customer Support via the methods outlined above.

Looking for Fitbit’s return policy? How to return a faulty Fitbit

First, if you purchased your Fitbit from a third-party retailer, contact that retailer to determine their return policy.

Secondly, Fitbit does not issue any device exchanges. Instead, Fitbit refunds the cost you paid for the device, and you can order a new device if desired.

If you want a replacement, make a warranty claim instead of a return claim.

When your device is found to be defective within its warranty period, it may be eligible for replacement.

To qualify for a refund from Fitbit, meet the following

  1. Request a return authorization within 45 days of your shipment date
    1. For holiday purchases made between November and December, you must request a return authorization by 31st of January or 45 days from the date of shipment, whichever is longer
  2. Send in both the device and all accessories, including all parts included in the original packaging, in a good physical condition
  3. Include the return authorization number with your return, along with a copy of your original sales receipt (if available) or a notice that the Fitbit was received as a gift
  4. Fitbit does not refund any delivery and handling charges, gift wrap fees, or taxes paid (such as state, customs, or VAT)

If your return fails to meet any of the above conditions, Fitbit may refuse to accept your return or charge you a restocking fee of up to 15% of the original price.

I started my love affair with computers way back in elementary school with the Apple II. Since then, I've worked with technology in my career as a media educator and videomaker. I have an MFA in media making from Temple University, where I also taught undergrads as an adjunct faculty member. So I know a thing or two about teaching others and creating how-to guides! After a cancer diagnosis, I turned to mobile technology like my Apple Watch to help me monitor my health throughout my chemotherapy treatment and later, to regain my wellness once in remission. I love sharing how to understand and use mobile tech, like smartwatches and phones, as a tool for empowerment to live our best and healthiest lives!

20 COMMENTS

  1. Hi. I would like to ask if fitbit offers an international warranty. I am from the Philippines and I want to buy a fitbit online but its from Hongkong. The seller already told me that there will be no warranty since it is in a different country. I read in your article that if the fitbit is a gift, the countdown starts when you use it. Does that also apply if the fitbit is bought from another country? I just wanted more confirmation with this. Your answer would be very much appreaciated. Thank you

    • Hi Aurel,

      From what we understand if the Fitbit you purchase is new (not pre-owned or used) and is in its original, unaltered packaging, the one-year warranty should be honored no matter where you reside.

      Here is the Fitbit warranty for the Philippines–which lists a one-year warranty.

      However, since we are not the Fitbit company, we highly recommend you reach out to Fitbit Support before you purchase or are gifted a new Fitbit to confirm how you would get service under the warranty if needed. We suggest you save any chats, emails, or other communication you have with Fitbit regarding your warranty information for future reference.

    • Hi Anna,

      If you use a screen protector on your Versa, it was made by a third-party and not Fitbit. Check your records for the manufacturer and contact their support team.

  2. My fitbit screen went blank. It works, but I cannot see anything on screen or reset.
    I was given as a gift in June. How do I get it replaced under warranty?

  3. I have a FitBit Charge 4 special purchased 7/19/20.

    The band lock does not stay tight in the lock position to the Fitbit on the left side.

    It has come off while I am walking.

    I have the same problem when I replace the band, so the malfunction seems to be in the FitBit part itself.

    • Hi Lorraine,

      Sorry to hear about your Fitbit Charge 4 not locking with the band. Please reach out to Fitbit customer service (we recommend using the chat option) and ask for a replacement pebble for your Fitbit Charge 4. Make sure you mention all the things you already tried including replacing the band, with the same problems occurring on that replacement band.

      Good luck!

  4. Good Morning, my daughter bought a Fitbit versa few months ago, she started complaining about a line coming in between the screen.

    And then, it started more lines and later it shut automatically.

    She wrote an email many times before the warranty expired

    Now, how do we replace…we need the answer

    regards,

    Mohammad

    • Hi Mohammad,

      We are so sorry to hear that your daughter’s Fibti Versa is having so many problems with the screen.

      Sadly, we cannot directly help you since our site is not part of Fitbit. But we do have some suggestions of how to contact Fitbit

      Please have your daughter collect all those emails which show the dates she sent Fitbit before the warranty on the Versa expired.

      Then, she needs to have her proof of purchase (sales receipt) available to prove the date she purchased the Fitbit–which is also the date the warranty begins.

      Finally, instead of emailing Fitbit she should reach out to them using their Live Chat feature

      Another option is via Twitter a @FitbitSupport

      We highly recommend Live Chat since this usually gets an immediate response (depending on what country or region you chat from.)

      Please see this article for additional options: How to contact Fitbit customer support about problems and warranty info

      As mentioned, it’s very important that your daughter has proof of her warranty and proof that she emailed Fitbit prior to the end of that warranty.

      Good luck and keep us posted. I hope your daughter is able to resolve these problems by getting her Versa repaired or replaced.

  5. Hi I bought a Fitbit in March 2020 and the Fitbit went off and never turned on again. I thought it might be the charger but it’s the watch itself. He is still under warranty. What is the procedure to follow….
    Thank you
    Regards
    Charlene

    • Hi Charlene,

      That’s terrible! If it doesn’t work, Fitbit normally replaces it.

      Please contact Fitbit Support directly. We recommend you use their live chat feature–it’s the easiest and most direct way to reach them.

      If you prefer calling, call their support number at (877) 623-4997. Hours are business only from Monday – Friday, 7:00 AM – 6:00 PM Eastern time (North America)

      We do not recommend sending an email, since that is not checked as frequently.

      Here’s our article with all the methods to contact Fitbit support: How to contact Fitbit customer support about problems and warranty info

      Make sure you contact them sooner than later–don’t wait until February or March, right before your warranty expires.

      Good luck and keep us posted,

  6. Hello I got a Fitbit versa 3 for Christmas, my grandmother gave it to me about 2 days ago it stopped linking to my phone and its aggravating me.

    I love the watch is there any way that I can get it replaced do I send it to Fitbit or what please help me! I really miss it

  7. How long does a Fitbit last? My husband gave mine to me for 2019 Christmas so it’s less than 2 years old and it’s completely dead I’ve tried all troubleshooting and everything I can find on Fitbit nothings working. Just wanted to get an idea before I go purchase another one.

    • Hi Stephanie,

      We’re sorry to hear that your Fitbit from X-mas 2019 is no longer working. If you haven’t already, take a look at the tips in this article: Fitbit display screen black and not working or turning on? Let’s fix it!

      Maybe something in there will help you.

      Regarding how long Fitbits last, it’s actually hard to say. Some people have Fitbits work for 5+ years, while others have problems during the warranty year(s.) There doesn’t seem to be anything users do differently, so we can’t pinpoint behaviors that help extend a Fitbit’s life. Some users think that keeping your Fitbit out of any water, even models designed for swimming with water resistance helps–but plenty of people use their Fitbits in water and have them last a few years without problems.

      Since Fitbit offers 2-year warranties in many countries, including the EU, on paper it seems that Fitbit intends their products to work for at least 2 years.

      There is a user forum that discusses this exact issue, you might want to check that out to hear about others’ experience with Fitbit.

  8. My husband bought me the Fitbit Sense for Valentine’s Day. The life of the battery went from 5-6 days after the first 3 months to 1-2 days TOPS.

    I’ve tried everything. I wish I would have just stuck with Ionic or nothing.

    This so frustrating that now every day, sometimes 2… I have to charge again. Worst watch I’ve ever been given & owned!

  9. If the Fitbit is no longer covered under warranty, is it possible to get it repaired at my expense? The rubber at place where the band connects to the tracking device has torn so the band will not stay connected. A new band will have the same problem.

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