Adding Shared User Issue

I just had a flood light scam and Spot light cam installed 2 days ago. It allowed me to add shared user on day of install but would not the days thereafter. I notice a lot of people with the same issue. The one said they went to Ring.com instead of the app to add user but I do not have that option on ring.com. Can someone please assist. My issue has been escalated and I was told it would take a week for some one to get back with me. Not sure why it takes so long if this issue has been going on for over a year per my research of complaints.