Chase! Device InformationUpdated 3 months ago
Be sure device (main drive unit) plugged in and the blue light comes on and is blinking. If it is not, press and hold the button until it comes on and begins to blink (or you can unplug it for a minute or two and then plug it back in).
Then open the app on your phone and click the three lines at the top/right of the app. Then select "Device Information"
Get a screenshot of the DEVICE INFORMATION screen that will look something like the one below and send it to support if asked.