It's possible that the connection is not good enough. If you're in the space where the device is installed and you have reception on your mobile phone, the device should be working. But if you have no reception, that might be the issue. That often happens when water meters are located in underground parking garages, for example. Get in touch with us and we'll help you find a solution. Another explanation can be that the device had been in its box for a little while prior to installation. It might need an update. In that case, unplugging it from its outlet and then plugging it back in will trigger the update. After giving it a little time to run the update, the device should now work properly. If not, please contact us directly so we can address the problem together.