Fault or loosing power?

I’ve got a u-bolt wifi.
I’m not sure if I’ve got a fault or losing power…? But every time I go to open, it doesn’t do it.
I have a video of showing the process, but can not upload

Hi Jesse,

We are so sorry for the inconvenience caused for you. This is not what we want our customers to experience.

A ticket has been created for this issue. Please check your e-mail for our detailed reply.

Thanks for your understanding.

How do I reply with a video? It does not support the format?

I still haven’t received a response so still unsure how to upload?..