Charge 5 - locked and unable to be paired

[Alfiejazz]

The error ‘cannot pair. This device has been locked and cannot be paired’ Please contact support’.  I was given a case ID number and was told someone would email me back.  This has been nearly a month ago now!  I am beyond frustrated with Fitbit.  I went through the issue I was having and they registered this as a fault and that Fitbit would email me back.  I have emailed to make a formal complaint but I have still not received anything.  This is absolutely appalling customer service.  How do they expect to keep customers when they treat them like this!  I am at a lost with what to do!

Moderator Edit: Clarified subject

[FatimaFitbit]

Hi there @Alfiejazz! Welcome to the Fitbit Community! Thank you for reporting this mistake. We are very sorry for the inconveniences. 

I have asked support about what happened with our reply. They tried to contact you again via E-Mail. Could you please check your spam- and junk folder too?

In case you still haven't received the E-Mail, here is a link with our different options to contact the support for example to get a call from us, call us, live chat, Facebook or X.

[Alfiejazz]

Hello

I cannot believe it has taken all these weeks to get a reply!  I have received no emails in my normal inbox or junk/spam box?

[FatimaFitbit]

Hi there @Alfiejazz !

Thank you for your feedback. I am sorry for the inconveniences. 

To continue helping you, I've sent you a private message. Please check your inbox in the Community forums and reply as soon as you can.