If I was attaching a 3rd party pump to it, that would be entirely understandable. However, the fact that you have to set it to "opposite wall" and "reversed" with a pump that was included with the WE is odd. Add to that the fact that I had to figure this out on my own looking at online forums should have been a harbinger of things to come.
I wonder how many people returned their WE and included gyre on the assumption that it was broken.
Another good point which I forgot to mention because I did believe mine wasn't working. I don't recall sending in a ticket but went back through their forum to understand a bit more how it worked. I am using a XF280 and a Icecap 4k gyre.
Flip the slider on the app and poof - water movement.