Hi @Philf. I can't speak to what our support team said, but the Ring Video Doorbell is compatible with the [Plug-In Adapter](https://ring.com/products/video-doorbell-plugin-adapter-gen-2). I'd suggest fully charging your Doorbell with the provided charging cable, then performing a reboot in the Ring app using the [reboot option](https://support.ring.com/hc/en-us/articles/7438395032980-Rebooting-your-Video-Doorbell-or-Security-Camera) on the Device Health page. Reconnect the Doorbell with the Plug-In Adapter and monitor it from there. If this issue persists, follow up with our support team to explore all applicable troubleshooting options. The issue could be related to the battery itself if it is not holding a charge at all. You can give our support team a call at one of the numbers available [here.](https://support.ring.com/hc/en-us/articles/360036196372-Contact-Us) If you are outside of the US, please visit [here ](https://support.ring.com/hc/en-gb/articles/213608406)to see how to contact support.