In the process of adding a device to [MyJoan](http://my.getjoan.com), one of the steps is pairing the device with [MyJoan](http://my.getjoan.com) account. For a complete overview and instructions on how to add a device, see [How to add a device to the MyJoan account](/help/joan-devices/how-to-add-a-device-to-my-joan).

In most cases, this is caused by the device not being connected to the internet and thus not being able to fetch the unique PIN code.

Here are a few potential causes and tips on how to resolve them:

- [Wi-Fi settings were not properly set](#wifi)
- [There is a firmware update in progress](#firmware)
- [TCP port 11113 is not open or a firewall is blocking the connection](#tcp)

## {#wifi}Wi-Fi settings were not properly set

The most frequent cause of this issue is a mistake in the Wi-FI configuration process. Make sure you properly connected the device to your Wi-Fi. See [How to connect a Joan device to Wi-Fi?](/help/joan-devices/how-to-connect-a-joan-device-to-wi-fi) for instructions on how to do so.

## {#firmware}There is a firmware update in progress

If you set up the Wi-Fi settings correctly, but the device is showing the “**No Wi-Fi**” screen, then the Joan device is not fully connected yet and might be in the middle of the latest firmware update. This may take up to 5 minutes, so please be patient and allow the device to update

## {#tcp}TCP port 11113 is not open or a firewall is blocking the connection

As Joan devices communicate with the server through the TCP port 11113, please make sure it is open. Otherwise, the Joan device will not be able to establish a connection.

## Still doesn’t work? Reach out to us

If none of the above-mentioned tips helped, and the PIN code will still not appear on your device, send us an email at [support@getjoan.com](mailto:support@getjoan.com) and we will do our best to assist you.