I just told them I didn't have a compatible device - it's not so far fetched that people don't have an android or iphone.
In the end they provided a clumsy web based workaround to do the same thing.
Outside of tech, I can imagine many people, like the one in this story, are at a disadvantage because they don't know they can plausibly say they don't have a compatible phone, they don't know how to navigate a complicated workaround, and they may be afraid of losing their job.