Dear user, sorry for the inconvenience. Please keep the power of the device off for more than 10 seconds then turn the power on. Also, we suggest you to try to add the device with the personal hotspot on your phone. If you have done the correct steps and your device can't connect to your hotspot either, we suggest you to select your device in the user Support area on the app, submit your issue. We will arrange for technical support engineers to troubleshoot this issue.Thank you for your support and understanding!