New Charge 3 won't pair/update firmware

[Whiteslea]

My old Fitbit finally died so I bought a new Charge 3 today, but I'm not able to get it to pair with my iPhone.

What I did initially:

• Removed the old device from the Fitbit app and told my phone to forget the device
• Plugged the new device onto the charger and followed instructions to add new device to Fitbit account
• All seemed fine, device was paired but then needed firmware updating, so I selected that
• Left it alone for half an hour, when I looked at it, it seemed to be stuck at 100% for a while before cancelling the update as "something went wrong"
• After this, the Charge 3 has been added to my list of devices, but the screen is stuck on the Fitbit logo and setup link, and if I go into the device setting in the Fitbit app, it's still telling me it needs updating

What I've tried/notes:

• Tried pairing with two different late model iPhones with fully updated OS and Fitbit app
• Even if the device shows up in the Fitbit app, it's not in the iPhone's list of paired bluetooth devices
• Have tried removing and re-pairing the device, only it now encounters an error pairing the device and will immediately abort any attempt to update the firmware
• As per 'Why can't I set up my Fitbit device?' article, I've tried disabling/reenabling bluetooth and turning the phone off/on
• I am unable to reboot the Fitbit device, I've tried holding down the button for 30+ seconds, but I get two vibrations when I first hold it down and then no change after that. The screen stays stuck on the Fitbit logo/setup link

Any ideas?

[MarreFitbit]

Hi there @Whiteslea, welcome to the Community Forums. Thank you so much for taking the time to troubleshoot the syncing and pairing issues prior to contacting us. 

Since this sounds a bit more serious, I've created a support case on your behalf - you should soon receive an email from Customer Support at the email you used to register with the Community forums. If you have any questions, don't hesitate to let me know.