Hi @user48248. Make sure you have the latest version of the Ring app on the phone that you're experiencing this issue with. If you have a VPN on that phone, turn it off or exclude Ring traffic within the settings, as the Ring app is not compatible with the use of a VPN. If that doesn't resolve this, you can get in touch with our support team at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406#callus) for further assistance. If you are outside of the US, please visit [here ](https://support.ring.com/hc/en-gb/articles/213608406)to see how to contact support.