Unable to connect to live data via encode

i I am trying to connect to the encode for the live data I have purchased the premium subscription (Note this was working on the trial) and the my car is currently showing up)

However it is showing as not connected, I have tried re-connecting it but this fails the connection was made via the IPAD

I know nissian have totally messed things up with the android app (beyond a joke). but the IOS app is working fine i can authenticate to the nissan services and retrieve the vehicle details by the IPAD app

please advise,if this is not possible and is out of you hands can a refund be arranged please