Lulu here from the Shopify Support team. Thanks for reaching out here, and I'll be more than happy to help you out.
As much as I wish I could be the best person to help you out with this, when it comes to apps that were not developed directly by Shopify, my knowledge and scope of support are limited. That being said, the developers of this app would be the best people to help you move forward. You can contact them directly from your Shopify admin.
If you click 'Apps' on the left-hand side, you can click "get support" beside the app and that will allow you to contact them directly. If you have made any changes to your code or added any new apps sometimes there can be a bit of conflict but I'm sure the app developers will be able to help you out.
I hope that helps but let me know if you need help with anything else at all!
Lulu | Social Care @ Shopify
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