Charge 2 not working

[Jessikins90]

I bought a secondhand Charge 2 off a friend. On first use, I plugged the charging cable into my Mac and ensured the device was fully charged. I disconnected from charge to begin connecting the device to the app on my Samsung phone. I created a new Fitbit account as this is my first Fitbit. 

The device connected via Bluetooth and immediately the app told me I'd won an award for June - obviously I didn't have the device then. 

I then went to use the Fitbit straight away and it was unresponsive. The green lights on the back no longer flashed. 

The sync area on my phone displayed a red exclamation mark and sync kept failing although it said sync last occurred 3 minutes ago. 

I disconnected the device from the app to try the process again. As the device was unresponsive, I couldn't do this. 

Plugging the device back into the cable (round the correct way) prompts no response from the device. Still no green lights.

I've tried holding the button down for 4 seconds while plugged into the charging cable and still no response.

What else can I try? 

Thanks in advance 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Jessikins90, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. Such article includes a restart process which can be really helpful for this situation

Looking forward to your reply.

[Jessikins90]

Hi Ricardo, 

Thanks for your response. I've gone through the article you linked to, and have actioned all the suggestions.The cable used is the original supplied and I cleaned the pins and connector pads on the back of the device with a cottonbud before charging. I've tried charging the device in 3 different USBs sockets/wall chargers and have left charging for 1.5 hours. The tracker doesn't respond to the charger being connected and I am ensuring that it's round the right way and the button is properly through the charger hole. 

Do you have any other suggestions?

[RicardoFitbit]

You're welcome @Jessikins90, your reply is also appreciated. 

Thanks for trying the troubleshooting steps that were shared on my previous post. Because you're still experiencing difficulties with your Charge 2, let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon.

In the meantime they contact you, let me know if you have any additional questions.