Shared user cannot add or access lock

As an owner, I linked a lock(Schlage Encode Smart Wi-Fi Deadbolt BE489WB) using the android app and Amazon key. That worked flawlessly, and now I can control the lock from the live view. At the same time, my shared users do not seem to be able to replicate my results or to see the lock I added. When they try to link the lock to their accounts, it says "lock not found" and this is false as they also have shared access to the lock in Amazon Key and can control it as well. The only difference between them and my access is that I am the owner for both the lock and the ring devices. I tried adding multiple screenshots, but as a new user I can only add one.