Prey says device is protected but I can't do anything to it remotely

No matter what I do, I can’t set my phone to missing, I can’t ping it, nor I can send a message, or activate the camera from the website. Always pending actions, actions that have been pending for weeks. Any attempt to log into the AndroidApp, even with a invalid password, shows ‘loading’ indefinitely. The phone is protected is deceptive, that should be fixed, that can unmistakably lead to someone thinking there phone is actually protected.