Inclusion issues are pretty common among smart devices. Here's what to try first: 

Exclusion is a kind of soft reset that can help with a variety of inclusion and configuration issues. Devices don't need to be included properly to be able to be excluded.

(This is a discontinued product, replacement model: ZEN71)

Here's how to exclude the device: 

1. Open your SmartThings app and locate your SmartThings hub under Devices. Tap the hub to see the device details. 

2. Tap the three dots in the upper right hand corner and tap Settings

3. Tap Z-Wave Utilities 
4. Tap Z-Wave Exclusion
5. While the app is searching for a device, tap the Lower Paddle 3 times as quickly as possible
6. The app will indicate when the device is successfully removed. Tap Done

Once exclusion is completed, try including the switch again using the process shown here.

If you're still unable to include your switch after exclusion, here are some other potential solutions:

• Try the exclusion process again! Sometimes commands from the first run aren't registered correctly, so it's worth trying. 
• Try the inclusion process again, only this time instead of tapping 3 times, tap the upper paddle 4-5 times as quickly as possible.
• Try adding a Z-Wave signal repeater (any non-battery powered Z-Wave device) between the switch and hub to see if that helps communication. If you have a hand-held secondary hub, try using it to include the device.
• And if you find that your switch is connected but it's not responded to remote commands, take a look at these troubleshoots that have helped users in the past.
• For those of you referring to the older version of the manual, there's a mistake in the inclusion section. You shouldn't try including the device by tapping the paddle in an up-down-up motion; this is incorrect. Instead make sure to perform the action as shown in step 5. The online and print documentation have been corrected as of July 2018, but this tip is for users who happen to have the older version of the manual.

But if you're still seeing issues with the device after exclusion and re-inclusion, please let us know! Our team is happy to help.