Can't add device despite repeated un- and re-install

[yofi]

I lost my tracker in March, and bought a new one from Amazon. I had downloaded the program for my phone and on my computer at work, and I have the dongle plugged into the computer.

I have repeatedly tried to add this new device with no success.  With the phone sitting right on top of the tracker, it tells me it cannot find the device.  (Which is on, and fully charged)

I have uninstalled and reinstalled the software on both the computer and the phone -- no success.  I've asked my more computer saavy co-workers for help -- they've both thrown up their hands in defeat.

At what point do I call the company and tell them I think this tracker may be defective?

[Elyse]

@yofi Have you also tried restartng the One tracker itself? You can find instructions here - http://help.fitbit.com/articles/en_US/Help_article/1186

Try a few times and, if that doesnt work, I would contact Amazon since they are the ones you purchased the tracker from. It may have been a returned device to begin with. If you're really dying to know, you can contact Fitbit Support and they can tell you if it was previously used.