Please follow these steps to resolve the issue:
Go to the Caregiver Tab
Tap on Settings
Scroll to the bottom of the screen
Tap "Reset ONSCREEN device (be careful)"
Tap "Continue"
This will then prompt you to enter the Wifi Name and Password again, and allow you to generate a new QR code. Show the QR code to the ONSCREEN device camera. This will pair you, and you should be all set.
We're sorry for any inconvenience!