Brand new Charge 5 does not wake up at all

[Georges_walker]

I bought a Charge 5 yesterday, I have charged the battery for two hours or so, I only saw the Fitbit logo only during 1 second and the device just not wake up.

I have reset the device by pressing three times the USB connector, I can feel a vibrant response for 1 second, I can see the Fitbit logo just for one second and then the device just not wake up either.

Using the App from the phone does not help at all. For the record, I already have a Charge 2 and works perfectly.

I'm located in Mexico City and the support page does not allow live chat and the phone number does not work here (911 98 54 95).

I need support to verify if this device is malfunctioning, I also need a phone number that really works in my city or at least a chat session.

Hard to believe all the trouble for setting up a new Charge 5

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Georges_walker.  

Thank you for all the details that you've provided regarding the inconvenience that you've been experiencing with your Charge 5 and the troubleshooting steps that you've tried.  

In this case, since you continue to experience the same problem after the steps you mentioned earlier, it would be necessary to continue the assistance process with the Customer Support team. 

Since you're having trouble to get in touch with them through chat and phone, I've sent them your information for further assistance with this, but was informed that you already have a case created or that you already got in touch with them. They will let you know how to proceed. 

Have a great day.