Probably the device connection between the mobile and the app has lost and you may try these steps below:
1. Remove the device under the wireless connectivity or BT settings.
2. Uninstalled the apps.
3. (Only for Android users) Turn off Automatic Restore of backed up settings and data.
4. Re-install the apps and connect the device again under the wireless connectivity or BT settings & apps.
If the problem still persists, you may contact our support for more assistance.