Customer FAQs Discover answers to the most frequently asked questions from ADT customers with the click of a button. 1. My ADT Pulse mobile app is offline, what should I do? First, check to make sure your Internet is working properly and you are able to go online. Next, check to make sure the gateway is plugged in and the connection is working properly. On rare occasions, a connection can be lost for unknown reasons. If this happens, reboot your system and re-check to determine if the ADT Pulse mobile app is back online. For simple and easy steps on how to reset your gateway, please read these directions on MyADT.com.