New Luxe not charging

[VictoriaLondon]

Hi everyone, I just got my lovely Fitbit Luxe but it will not charge, anyone else had this problem?  it keeps saying on the screen "connect to battery charger"  I have tried and tried, I have "re booted it" I have jiggled it on the little prongs trying to get a connection,  anyone else had this issue and did you solve it?

do you have an email so I can tell Fitbit? as I am not getting much luck or quick responses on their DM service   thanks everyone Victoria

Moderator Edit: Clarified subject

[Odyssey13]

Hi @VictoriaLondon  there is no email support - online chat is available weekdays when someone is on duty. Haven't had that problem with my Luxe. you try cleaning the prongs and using a different usb port?

[VictoriaLondon]

yes tried several different USB ports and carefully and gently wiped over the back of the luxe and the prongs,  very disappointing, now over 12 hours without any progress or answers.  have re-started, re-booted and done all the useful things that have been recommended, and want to know that someone actually cares about keeping a happy customer!  I have had the watch now for exactly a month, so feeling unhappy ...  😥 sad!

[YojanaFitbit · Accepted solution]

Hi there, @VictoriaLondon. Nice to see you around. Thanks for trying to troubleshoot the issue with your Luxe. @Odyssey13 Thanks for jumping in.

I've seen that you contacted our Support Team before posting here. I've updated your case and they will get in touch with you via email shortly. I hope you can start using you new Luxe soon.

Have a nice day. 

[VictoriaLondon]

Still no reply from FITBIT still not working and totally fed up with no response from FITbit, they say they are going to email me, but no fit bit and no progress!  very disappointed, not even had the FITBIT LUXE for a month!

[YojanaFitbit]

@VictoriaLondon Thank you for sharing your feedback. I've checked with our team and I noticed that you're getting emails from our support team. Sorry for the delay and I hope you can get back on track soon.

See you around.