AI prime won't connect to app

[ahiggins]

Hey y'all!
My 2 ai primes won't connect to myAI app. It's a new internet provider and a new phone (new app). They won't automatically pop up and they won't recognize when I enter in the serial numbers.

The kicker? I never made an account when I set it up on the app.
Has anyone had this happen before? Any way to fix it?

 

[LetItReef]

Mine was can't connect to wifi had to turn off my phone. Then when it comes entering the 8 digit serial # it doesn't match whatever listed on the AI unit. Something it isnt right since the seal tape where the # is listed looks like it has been tampered. I had a feeling prior to opening the box that I got a used one.
Tried several times but did not work. End up returning it.
Where did u purchased it?

 

[ahiggins]

I ended up finding a little button on the light part and reset it so it was able to connect and now the only problem is that in the app each light has two lights in the app. One is local and one is cloud. And somehow they're both parent lights. But at least I'm able make changes.
I purchased that one through the lfs the second through amazon. I didn't have a problem on the old wifi and old phone app. It was just because the wifi was new and the app was new. It couldn't figure out what it wanted to do haha all good now.

 

[LetItReef]

I'm glad you got it to work.