Stopped working properly

I got the Omi bluetooth device to try out with Omi and during the test period it worked really well. I signed up for the annual subscription and now it barely, if ever, catches my conversations or any content. In fact I had it on for the express purpose of recording a situation with a sales person when buying an item and it only caught like 20% of the conversation. Very frustrating. I wear it with the mic facing out and I make sure that the Omi app is running in the forefront on my iPhone. When I check the phone during these sessions it appears to catch words but obviously its not maintaining a signal. How do I fix this or request refund?