If your sensor is stuck at Step 1 of the BlinkUp process, it may mean a number of things, including there being an issue with your wifi.
If you are certain you are within wifi range, that your wifi credentials are correct, and that you have pressed the sensor button and also positioned your phone correctly, your sensor may not be able to connect to the internet. Please verify that your router is connected to the internet. Once you've verified that, please complete the following steps:
1) Power the sensor off (press and hold the sync button for a full 6 seconds)
2) Wait a full 10 seconds
3) Power the sensor on (tap the sync button)
4) Wait a full 10 seconds
5) Tap the sync button once.
6) Begin the BlinkUp process (with the new wifi network name and password) with your smartphone as soon as you see a white light on your sensor.
If your sensor displays the error message 'Uh oh, there's a problem on our end!' at Step 3 of the BlinkUp process, this means we are having server issues, and we would appreciate it if you would wait a little while and then try to BlinkUp again.
If none of these steps resolve your issue, please contact us at firstname.lastname@example.org so we can assist you.