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.
- How to contact Fitbit customer support about problems and warranty info
- Find your Fitbit’s serial number
- How do I turn off and shut down my Fitbit?
- Got a new or replacement Fitbit? How to set it up, so you don’t lose data
- Cancel Fitbit Premium or Coach using your iPhone, Android, computer, or the web
Important notice for Fitbit Ionic owners
Google is recalling all Fitbit Ionic smartwatches due to the possibility that the lithium-ion battery can overheat, posing a burn hazard.
If you own an Ionic, Fitbit recommends you immediately stop using it even if it’s working normally and apply for a refund via this Ionic refund site. You’ll need to fill out a form and will receive a return kit with instructions on how to return your device for a refund.
This refund applies to all Fitbit Ionic watches, even inactive units.
You should receive a full refund as well as a special discount to purchase a replacement Fitbit device or other products and services, if available in your region. This special discount is available for a limited time and is valid for 90 days after registering for your Ionic refund.
What coverage does the Fitbit warranty offer?
Fitbits includes a standard one-year limited warranty for the US and two years for the European Economic Area (EEA) covering 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.
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 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 set up and connect your gifted Fitbit to the Fitbit app or Fitbit’s website.
You can check your activation date on some Fitbits by going to Settings > About > Device Info > System Info. Look for your Activation Date. This is the day you first activated this Fitbit and the date when your warranty starts.
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.
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
- 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.)
- If you do not have a receipt and 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.
- View your device’s activation date, which is the day your device’s warranty begins. The activation date is the day you set up your device.
- Did your warranty already run out? Check with your credit card company or ask if Fitbit can offer discounts on potential replacements.
- Know the serial number for your device.
- 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,
- Go to your Fitbit’s Settings app.
- Scroll and tap About > Regulatory Information or Device Info > Regulatory Info.
- Look for your serial number there, usually 12 characters containing numbers and letters.
Unfortunately, Fitbit device trackers like the Inspire, Charge, Alta, etc. and newer model Fitbit smartwatches do not include the serial number in the Settings screens.
Locate the original Fitbit box and packaging
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.
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
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
- Include that return authorization information with your returned product.
- Add a copy of your original purchase receipt to your shipment.
- 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.
- For privacy, we also recommend you return your device to factory settings by erasing all the data on your device.
- For smartwatches like the Sense, Ionic, and Versa Series, go to Settings app > About > Factory Reset.
- For trackers like the Charge or Inspire, go to Settings > Clear User Data or Settings > About > Clear User Data.
- 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.
- 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.
- 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.
- Repair the Product at no charge, using new or refurbished replacement parts.
- 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.
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.
- Take photos of your band to prove the problems with the claim.
- 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 above methods.
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
- Request a return authorization within 45 days of your shipment date
- 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.
- Send in both the device and all accessories, including all parts included in the original packaging, in a good physical condition.
- 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.
- 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.