First of all make sure you have an active service plan. To do so, login to the LugLoc App and tap on the device ID #. After the new page opens scroll down and below your device ID # you will find your service plan expiration date. If your plan is up to date please make sure you are located on a good cellular signal reception area. If your device is still not being located please email firstname.lastname@example.org with your device ID #.