Here are some test questions we made for better diagnosing the problem:
Please share the video of process to email@example.com
1. Is the light of charger GREEN when you only plug the charger into the outlet not to the board?
2. Does the tiny screen on the battery shows the word "IN" while you are charging the board?
3. You could open the battery case and see if there is any wire loosen or broken. (Keep going with step 4 if step 3 doesn't work)
4. Could you please charge the battery directly like shown in the video:
-If the light on the charger is red, which means the battery is being charged normally, then it is the problem of the battery case and you would need a new battery case.