First, make sure you have control of the system. If you are the first user to set up the alarm system, you must have registered the PIN code in the Home + Security app. If another member of the household has already paired the alarm, you must take control. For more information, see the tutorial: https://www.youtube.com/watch?v=_qEkuebND6U&list=PLlaDNT-XSIbcAbndD7ENMUMoSZXDKOm0o&index=5 Otherwise, check that the devices are properly connected to the network or contact your installer.