You might be using incompatible versions. For example Revit 2025 only works with TM 2024, Revit 2024 only works with TM 2023, and so on. This information is on the Autodesk site under “Twinmotion for Revit”, along with all the instructions on how and what to install.
https://www.twinmotion.com/en-US/news/twinmotion-for-revit-is-now-included-with-revit-subscriptions