Zen not working between pc and android phone

Hello Chris,
I am sorry for the inconvenience this may have caused to you. This is caused due to Anti-theft status is not sync to Zen dashboard on your PC. This is a known issue  and our developers are working on a fix. This does not mean that AVG Anti-theft is not working. However, I request you remove the android device from the Zen network (on your PC) and add it back to the same Zen Network to check the situation.

When I check on the device (pc or android phone ) it says scanned today all ok
but
AVG zen says this device has never been scanned - when I am looking at my pc from my android phone and when I am looking at my android phone from my pc
also
Android says you are protected in case of theft or loss - PC says anti-theft not protected
I'm unable to get phone to respond to anything eg shout - even when sent texts
Any clue what I need to do here
I've removed avg zen from phone but still have avg antivirus pro and avg tune up paid for

Hello Chris,
I'm sorry to hear about this. In this case, I request you to contact our mobile support team, they will help you to install/activate AVG Zen on your mobile. Please click on the following link ( http://avgclick.me/AVGtechnical ) and fill out your details, select as Android then the name of AVG Program that you installed in your mobile and in description please completely explain about your issue and finally click on Email option. The AVG mobile team will reply back to you via email with a resolution.
Best regards,
Alok.

thanks 
But ...after all that i got this message:
Sorry, your device, Moto G (5), cannot be controlled using the Anti-Theft web site. You can also operate the Anti-Theft service by sending text messages (SMS) to your device, for more info click here
Admittedly i've got this working, but it aint anywhere near as useful as I had with my previous phone and it still says on the pc 
Antivirus not protected
antitheft not activated
camera trap not activated
device lock not activated
but as the antivirus PRO on the phone says these are all working this doesn't fill me with confidence
now Zen on the phone says it is saying download pro ...which I have already got and installed and have paid for

Hello Chris,
I am sorry for the inconvenience this may have caused to you. This is caused due to Anti-theft status is not sync to Zen dashboard on your PC. This is a known issue  and our developers are working on a fix. This does not mean that AVG Anti-theft is not working. However, I request you remove the android device from the Zen network (on your PC) and add it back to the same Zen Network to check the situation.