Step 1:
First, use a keytest tool such as the one found here: https://en.key-test.ru/
With that tool loaded and selected in your browser, press buttons from the shard on your touchscreen device's app. You should see buttons being pressed. If not then move to the next step.
Step 2:
If commands are not reaching your game or the tester tool above there may be a driver conflict issue on your system. To resolve this go to the settings cog from the Hub and toggle off the "Enable GameGlass driver" toggle there. Retry Step 1 again now, the issue should be resolved. If not reach out to our support team. If the test tool now works but commands don't work in your game yet then move to the next step.
Step 3:
If the GameGlass drivers are turned off and your game is running in administrator mode then GameGlass keybind commands will not be received by the game. You can either disable administrator mode on the game itself or run GameGlass in administrator mode to match the permissions.
To do this locate the GameGlass shortcut, right-click it and choose "properties", then navigate the the "shortcut" tab and from there click on "advanced" to bring up the menu wherein you can check the box to run as administrator and confirm with OK.
You may need to relaunch both your game and GameGlass for this change to take effect and in some cases, you may also need to restart your PC.