It's possible that your device is not able to connect to the internet.
Please make sure that you are not attempting to use the device outside of your Wi-Fi or LTE range. If you are using LTE, confirm that your SIM card is not malfunctioning, and that it is correctly inserted into the SIM slot. If addressing these issues does not solve the problem, switching the NEQTO device's power off and then back on may resolve it.
If none of the solutions above fix the problem, please contact the support center through NEQTO Console.