Welcome to the EMO community forum, @orangeluigi . . . it may be how it is connected, paired and/or updated. Might I suggest you watch this video on how to set up and connect the home station that @MasterAbbott has provided?
If following these steps does not provide a solution, you may wish to send an E-Mail to service@living.ai with an explanation and if you can take a video of the issue, provide that in an attachment to your E-Mail. You can also reply to your original order confirmation E-Mail if you still have it, or send a support ticket. Be sure to fill in all information.
It may take some time for them to reply but they will reply to you.
Please let us know if the video helps you trouble shoot the problem.