If you are experiencing an issue with your Hatch Go, it can be helpful to provide the batch code of your device to our customer support team. You can locate the batch code by looking at the top of the device where the ring attaches, you will want to look "inside" the Hatch Go at the "cross bars" the one at the top will have a batch number. It can be helpful to use your phone's camera or a flashlight to help you focus on that spot and see it.