Not sure how to fix your main issue but I’ve found using a small screwdriver to remove the sensor case from the backing piece that is double sided taped to your wall, as if you’re going to change the battery, works well. I only mounted one of my entry sensors incorrectly so that I can’t do that. Hope that helps a little. I’m having issues with HM as well and still no answers. I also lost the majority of my new-unopened V1 sensors because the battery went dead in the box 