We're sorry to hear that you are experiencing an issue when scanning your Smart Meal card, happy to assist. If you'd like to get your meal started right away prior to going through troubleshooting we suggest using the "My Cook" option with the custom inputs outlined here for all our current Smart Meals.
Please be sure that you are on the home screen with the time displayed before scanning. Hold the Suvie logo located on the meal card directly onto the tap zone (Suvie logo that is located above the control knob) and wait a few seconds before removing the card. If you are still experiencing an issue please try the following steps:
1) Check that your Suvie is connected to WiFi (the WiFi icon on the home screen should be a solid green circle), then restart your Suvie using the power switch located on the back of your appliance. After waiting about 30 seconds, please try scanning the meal card again.
2) If the problem continues after the restart, next we suggest that you perform a factory reset. To do this, go to Settings > System > Factory Reset and follow the on-screen instructions.
If you continue to experience issues, please contact our customer support team: email@example.com