Try these Remedies:
a) Force-close the Pavlok app and ReOpen and Reconnect.
b) Delete the existing Bluetooth connection in iOS / Android Settings and Reconnect
c) Delete the Pavlok app, Redownload it, and Reconnect
d) Delete / forget current WiFi network in your OS settings screen and reconnect
e) Restart your phone and try connecting again.
f) Factory-reset your device by holding the middle button until you feel a long vibrate and see red LEDs (15-20s) - then keep holding the button until it stops vibrating.
If all that didn't work then...
g) Go to Pavlok.com/Support and Click on Live Chat.
Make sure to enter your email and phone number otherwise we can't reply you. ;)