We're sorry to hear that you are experiencing issues with your Thinka. Before contacting support there are a couple of things that you can do.
First of all have a look at the LED(s) on the Thinka. The color and the fact that it is flashing or not, is an indication for a possible problem. The LED should normally be solid green. If it is another color, please look at what-do-the-colours-of-the-led-on-the-thinka-mean
Second you could try to reach the web interface of your Thinka, see how-do-i-find-my-thinka-on-my-network
If you still have problems with your Thinka, try to reboot your Thinka, see how-do-i-reboot-my-thinka
If that does not work, check whether the little LEDs next to the network port are on, they should be green and orange. If they are on (or flashing) your Thinka has connection to the network, and you can install the Thinka Companion app, see what is the companion app?
Alternatively you could try to find your Thinka by looking up its (DHCP) address on your router.
When all this fails, please note your Thinka's serial number and contact email@example.com