This product did not perform as well as previous models. I should have returned it but did not notice it early on. It had a permanent warp in the heating pad that wouldn’t lay flat. Now it does not work at all. Very disappointed in it considering it was minimally used.
It sounds like you may have a defective product. Good news, this item is under warranty. Our office will get in touch with you shortly. Thank you for bringing this issue to our attention.