Hey Guys
Finally got a decent response from their support team and it turns out the version we downloaded on instruction from Pulse is not the latest version. Following is the message in full:
"The latest version is 1.2.1 If you are not on that then click the option that says 'Check for updates'. After a few seconds It should then show a message at the bottom of the screen saying there is an update available and it will install shortly. Then it will open a page that asks you if you want to update the app, You click yes, Or Install if that is the option. The new version should then install.
Some boxes have a security feature switched on that doesn't allow the update. If that is the case for you then on that security message that pops up. You will be able to click settings. Which will take you to the security setting that allows you to move a slider next to 'Perfect' that allows the app to then install updates. Now if you go back to the perfect app settings and click that 'Check for updates' button it will this time install the update for you".
Will give it a go and see if it makes any difference - good luck!!
🍻