App not recognising drives

When I was looking for insurance I got quotes from various insurance companies. What made me sign up with Dial direct was the payback booster. However for this month alone - I have driven four times already and still the app is not recognizing my drives. On Saturday morning I logged onto the app and it said I had driven 2times - 6more valid trips were short which was correct. However yesterday night it said I need 8more valid trips menaing it had discarded the 1st two trips. I logged on again this morning on my way to work and still it did not recognize/ capture it.

I called dial direct to explain this and seek for help but the consultants could not be bothered with my query and kept on passing me around.

I'm not sure whether this payback booster is a **** to get people to take the insurance then after it does not work?

I need urgent assistance from dial direct on this. FYI - my location was on so that is not the issue.