Shortmax App Not Working on iPhone Despite Active Subscription

I have a weekly Shortmax membership on my iPhone, but for the past two weeks I have not been able to use the service at all. The app will not load or play any videos, so I cannot watch anything despite having an active subscription. To try to solve the problem on my side, I have already re-downloaded the app, but it still does not work and will not open properly for me. I am paying 19.99 for this weekly membership, yet I have not received any benefit from it during this period. I request that my access problem be resolved as soon as possible and that I be compensated for the time I have been unable to use the service, including a refund for the weeks I paid 19.99 but could not watch any content.