Thanks for reaching out.
Let's figure out what's going on with your device. A few questions: what's the exact message you're getting when setting up your device? Are you using an Android or iOS? If you're using an iOS, give these steps a try:
Let us know how it goes.
Bumping in to make sure that you saw our responses. I'll be locking this thread if we won't hear back from you again in 24 hrs. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.