Luxe is locked

[SPCO]

I have just purchased a Luxe fitbit and on trying to pair it I get the message.

Locked Device

This device has been locked and cannot be paired. This may happen if a device is reportedlost or a warranty replace has been issued, 

If you believe this is an error, please contact Customer Support.

The item came in original packaging and looked unused. If tried to contact customer support but their robot does not understand the question.

Moderator Edit: Clarified subject

[Odyssey13]

Hi @SPCO  where did you purchase the Luxe. Fitbit no longer has them and only a few authorized retailers still seem to have them. If you got it from a third party retailer, you need to get with them, as Fitbit doesn't offer a warranty if it's not from an authorized retailer.

[MarreFitbit]

Hi there, @SPCO. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention. I'm sorry to hear that your new Luxe is locked. I understand your concern, we're here to help you! @Odyssey13 Thank you so much for your input! 

I've seen you managed to get in contact with our Support Team after posting here and they've already assisted you. If you have any questions regarding the outcome of your case, please don't hesitate to reach out to our team again. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. 

Thanks in advance!