At first, please make sure that the crown is pushed all the way in.
Then we recommend to make sure if the issue exists and perform "internal testing" before proceeding it further with us as it might be an issue with the crown (adjustment button of time). It means, perhaps it was accidentally pulled off (stuck to shirt material or similar incident) which accordingly can make the product "loose time" as the crown can be very sensitive in that regards. It happens quite often according to us, thereby all the "internal tests" are very meaningful in these cases.
If this doesn't help, please contact us at firstname.lastname@example.org and we will be happy to assist you.