Are you sure this is the same model? Maybe this is a new version of an old model that works on a slightly different protocol? Sometimes manufacturers update data transfer protocols in new trackers.
Please try to identify your tracker on id.wialon.net as one of the devices Rilla G19, Gosafe G91I, ST-901, Gosafe G91S, Gosafe G1C.
If your tracker is determined, take a screenshot, write down the name of the model of the tracker and the identified ID (may coincide with the IMEI, may be part of it with zero or without).
After that, return to the application in the unit settings (unit menu - Settings - Common Settings), specify the determined model and ID. After that, configure the tracker on the defined server and port.
Also, please check that everything is in order with the SIM card or chip that you use with the tracker.