Please make sure first that the following 3 conditions are met:
1. Please make sure the adapter is plugged in correctly. The LED on the device must shine red. You are welcome to remove the device and reinstall it with some force.
2. The trip must have been longer than 50 meters.
3. The last trip must be concluded 5 minutes before. Otherwise, the rides were probably added up.
If the 3 conditions are met, please contact the customer service in writing or by phone.
It would be very helpful if you could give us the date and time as well as the start- and end-point of the journey.