Can't setup new surge due to "low battery", but it's been charging for 5 hr

[Car90]

Fitbit Connect says I can't install the software update on the surge I bought today, because the battery is too low. It has been plugged in to charge for about 5 hours.
I've tried the PC app and mobile app. Both say battery too low.
I tried calling Fitbit but they only have an American number.
I've tried charging in multiple USB ports, all of which work with my computer's mouse.
I've tried restarting the phone, restarting the PC and reinstalling the Fitbit Connect app on both devices.
I've tried restarting the device, but it doesn't seem to restart. All that happens is the "Let's get started" screen changes to the Fitbit logo, and then back again. It doesn't turn off.
Any help would be greatly appreciated, as I've basically just spent $400 on a device which says "Let's get started" in three languages and absolutely nothing else.

[EdsonFitbit]

Welcome to the Fitbit Community @Car90. I'm sorry to hear about the difficulties you experienced during the set up process. Thank you for your efforts while trying to resolve this issue before contacting us. Currently, there is option to call Customer Support from the United States, United Kingdom and from India only. Our developers team is constantly working to improve the Fitbit experience. Though, you can reach out the Support team using other platforms like Email or chat.

Additionally, you can try these useful troubleshooting steps to resolve set up issues. This might get you back on track. Let me know how it goes.

Catch you later.