Blackberry bold 9700 battery not registering

Hi - I hope someone can help. My daughter has her phone for only a few weeks and it stopped working (not under guarantee as bought second-hand). All that comes up is a battery symbol with a red line through it. We have tried taking the battery out and tried manipulating the battery without the back on it to no avail.
Can anyone suggest what else we can do?
Many thanks
Siobhan

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try hard resetting the phone