tracker keeps saying onboarding

i have had mine i guess a year, 

and now i found out it never was working properly. it was always tracking my phone or my tablet

of which i had them in my possion pretty much 100% of the time.

mine is saying onboarding

i went to tmobile 

and called it seems no one can know how to fix it.

and they are saying being i had it a year.  

i am out of luck

though the advisers  at tmobile did see that it was never on the system 

never ever not even once since i ever owned it.