If you're having troubles including the ZEN04 to your Z-Wave hub, the best place to start is with exclusion, a process that is also known as removing or unpairing. 

Different systems have different terms for the same action, so it never hurts to clarify! Exclusion acts as a soft reset for the device and can even be done if the plug has never successfully been included. It can assist with various issues, from connectivity to configuration to inclusion, so we always recommend trying this first.

Here's how to do it:

1. Plug the ZEN04 Smart Plug into a grounded receptacle located within direct range of your Z-Wave hub
2. Put your Z-Wave hub into exclusion mode (see your controller's manual, as each brand is different)
3. Press and release the Z-Wave button 3 TIMES QUICKLY
4. Your hub will confirm exclusion and the device will disappear from your controller's device list.

Once exclusion is completed, try re-including the ZEN04 to your hub.

If the exclusion process does not resolve the issue, here are some other things to try:

• Try the exclusion process once again, in case the commands didn't go through the first time.
• Bring the Smart Plug closer to your hub when trying to include it again. If you are able to include the plug successfully from the new location, the previous location may be out of range. 
• Once you put the hub into inclusion mode, press and release the Z-Wave button very quickly 4-5 times to ensure the command has gone through.
• If you're able to get the unit connected but find that it's become unresponsive in your Z-Wave app interface, it may be a range issue.

Please let us know if you have any questions; we're happy to help!