First, we suggest you attempt restarting the device (LINK).
If you do NOT see a red light flash after attempting to restart the device, please email us at firstname.lastname@example.org and we will be more than happy to look into this for you!
If you do see the red light and are still experiencing battery issues, we suggest recalibrating the battery. To recalibrate the battery, you will need to completely discharge (let the battery go to 0%) then completely recharge to calibrate the fuel gauge sensor.
Contact us at email@example.com if you are still having issues.