There are no and can't be any difference in apps connection other that your settings or conditions mistakes.
It looks, that you does not follow instructions precisely... at least your flow skips the last one marked in red:
With questions or issues, please contact our support via in-app option (right side) Menu - Info - Contact us
We can't help you unless you follow instructions and send us connection details and issue description as recommended above!
Refunding could be done by the store where you buy the app (Google Play or App Store respectively), please follow their standard procedure.
Thank you!