Hi Dan,
If it is an EX 1, there is no BLE. If an EX 2 or EX 3 then there is BLE. If the portable 4.0 then also a BLE is present. We build and test them for connectivity before they leave, so there shouldn't be an issue, but if there is we will resolve it.
The first thing to check is make sure you go to iOS settings and find the Aithre Connect app and enable all connections. Often, when there is no pairing, the iOS settings are denying new connections to the Aithre Connect app. Once you have done this you would just open the app and then power the device. There is no manual pairing because this is BLE and the app controls the pairing internally.
If that doesn't work, the next step would be to verify you don't have an old phone (e.g. iPhone 6 and prior). We have had reports that the older phones have trouble with the newer BLE modules that we use. Try a friend, spouse, or an iPad to verify connection problems to eliminate this issue.
Lastly, are you sure there is power? If portable, then that isn't an issue if the device is charged. If installed, are you seeing the deflection to 255ppm for the first minute on your EFIS? If no, then there isn't any power. One issue with the GEA-24 is that you can't ground through the GEA-24 and must directly ground to the airframe. That could be the issue if there is no power.
Call me on my cell tonight if you want - I'll be up for a few hours. If we can't resolve it, we will get you a new unit.
-Jim
206-920-8062