Charge 5 won't charge

[Elsie_mh]

I have a new Charge 5 that I started using for only 3 days. I tried to charge and it doesn't charge. The charge meter never moves beyond 1%  

Moderator Edit: Clarified subject

[MarreFitbit]

Hello there, @Elsie_mh. Welcome to the Fitbit Community Forums. I'm sorry to hear about the issue with your Charge 5. I understand where your concern is coming from, I'll be glad to help you!

If you haven't done so yet, I'd recommend following the troubleshooting steps provided here Why isn't my Fitbit device's battery charging?

Let me know how it goes. 

[Elsie_mh]

The fitbit is new. So the pins are not dusty. I've troubleshooted all the steps and it just does not charge, the battery indicator does not move more than 1%. I'm sure I received a defective product. 

[MarreFitbit · Accepted solution]

@Elsie_mh Thank you so much for taking the time to follow the suggestions I've provided above. I understand where your concern is coming from. 

To review whether your Charge 5 is defective, I've created a case to get you in contact with our Support Team about this issue. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you shortly! 

We hope to get you back on track soon!