This is to do with your device settings:

On iOS Devices
To address this, there are 3 options to check :

1 - Low Power Mode (Settings App - > Battery - > Low Power Mode) needs to be off

2 - Background App Refresh (Settings App -> BROWSER - > Background App Refresh needs to be ON
If Background refresh is grayed out in the ON position, go To Settings App - > General - > Background App Refresh - > Turn on the option for the system, and then you can turn on / off by app.

3. Please keep the device connected to power and set “Auto Lock” to “Never” in the settings app, by navigating to Settings App -> Display & Brightness > Auto Lock

If you have tried all of these and you are still having difficulty then please contact us at [email protected] and our technical team will be happy to help you resolve this.