If you still can't connect after completing the trouble shooting steps there are instructions at the bottom of the guide on how to log a service request.
I've just installed the app and can't see my Powerpal on the "Find your Powerpal" screen
Your Powerpal has been asleep in its packaging and will only wake up and turn on its bluetooth when it detects a flashing light. Be sure to install it on your electricity meter before trying to connect. If you have solar, your meter's light may not be flashing - either turn on some high-use appliances or wait until the evening.