My Charge 5 won't pair with my phone

[MabelsMumm5_6]

I get as far as inputting a Pairing Code, then I get a message saying "Cannot Pair. This device has been locked and cannot be paired". I've tried online chat with the helpdesk who just sent me a usermanual online (gee, thanks!), I've tried turning Bluetooth off and back on, ditto with my phone and tried resetting the Charge 5. Still no joy. Has anyone else had problems like this and does anyone know how to Pair it other than what I've already been doing for an hour and a half, please? I'll be eternally grateful! Thanks, Gill

[ManuFitbit]

Welcome to the forums @MabelsMumm5_6.

Thank you for taking the time to share the details regarding this inconvenience, and the steps that you already did. 

I've been informed that you already contacted the Customer Support team for further assistance with this. They already have your information recorded in order to provide a solution in this matter. Please, keep an eye on your inbox, they will let you know how to proceed. 

[MabelsMumm5_6]

Hi, thank you for your response. I must admit, I presumed someone from Customer Support would get back to me ASAP to sort this out, but I've just been reading through the messageboard and have seen someone else had a problem with a Charge 5 that unPaired itself last year, and I think they waited 45+ days with no response from Customer Services.

This doesn't fill me with confidence, I have to say. I'm now wondering if buying a FitBit was the right way to go - I've been happily using a Charge 3 for a few years but its screen is now black, no display at all (a known problem), which is why I bought a Charge 5. Naturally, I'd disconnected my 3 in order to add the 5 to my account, so can't even pair the 3 up again, as the screen doesn't work to show a Pairing code. This is seriously not good, is it.

Anyway, I'll wait to see if anyone does get in touch to unlock the Charge 5. Hopefully it's sooner rather than later.