That's a bad news... What I can do at this point is to add this device to [C-7] Help needed - Zigbee devices that do not pair correctly in HE [C-8 ?] thread 
Hubitat engineers will need such devices to be lent to them for troubleshooting at their lab, but that's not easy, as sending such devices from Brazil or from Europe to the US costs more than the price of the device itself..
One last thing to check - what are the first 6 digits of the MAC address of your device?
This determines the SoC Zigbee module / respectively Zigbee stack variation.
