URGENT via WP: HB Themes need to ENABLE MOBILE COMPATIBILITY

Hi.. My website is a huge mess on mobile… WP experts have looked and tell me ” have checked from my end, issue is with theme file , theme file is not compatible on mobile version, and hence it provides code rather than video or photo
Please do check with theme vendor they can enable mobile compatibility”

“Theme is Highend , they need to enable mobile compatibility from their end once they enable it will work”

I bought this theme as it said it was mobile compatible and fully responsive.. Pls sort this??
Thanks