Ewelink pairing fail

hi all members ewelink…i got a problem…my ewelink cannot pairing device…i buy a new device and it stuck at retrieving device info…i try and retry pairing but same problem…i thoght ewelink app problem…so i reinstal and relogin ewelink app but also same problem happend…i try pairing again my old device…and it also dont want pairing anymore…i try in anyway it also stuck at retriving device info…anybody got same issue? please sharing what to do?