New Fitbit Alta is charged and will not stay on

[Watt]

My son was gifted an Alta 

we have opened it up fully charged it downloaded the app on his phone and done set up 

but as soon as it’s off the charger and he does it up around his wrist it’s off 

we tap on it and it doesn’t wake up nothing not a thing 

connect it back to the charger it lights up 

Take it off put it on hi wrist and off again 

I have done the reset thing a number of times and it makes no difference it still turns off and does not respond to being tapped nothing 

please help

[SunsetRunner]

Hi @Watt - So sorry to hear of these issues. It sounds like you may have a bad device. Is it possible for the person who purchased the gift to return it or exchange it for another? Was it a new purchase?

[Watt]

Yea they purchased it new, but they aren’t sure they kept the docket, they are going to search for me so fingers crossed otherwise bummer I guess if it’s defective there will be nothing I can try 😔 

[Watt]

😔 they no longer have the receipt 

is there a way I can contact Fitbit ? I’m in Australia if that makes any difference 

[Rich_Laue]

The link to Contact Fitbit may be found in the top right slide out menu. 

Not knowing the history, is it possible the tracker sat with a dead battery for a few months/years?