This either sounds like either a coding issue or an issue with the app itself. While we would not be in a position to support this app through Shopify Support you can reach out to the developers and their support team over on their website and knowledge base here: https://launch.orbitapps.com/hc/en-us.
If you are looking for something more immediate that can work side by side with you, I would highly recommend checking out the Shopify Experts marketplace where you can hire and work with an expert developer. The link to the marketplace can be found here.