why cant i log into my text now account on my phone?

[Android Central Question]

I am able to do so on my pc but not the device. i contacted the customer service for the app but they told asked me if my phone was rooted because that is what it is showing up as on google although it is not. they also said it does not work in my region but i downloaded the app on google play store. not sure how i was able to get it i the first place if it wasn't. they asked me if i have a VPN. and i did not so i was asked to contact google but it is hard getting someone over the phone.