Snapshot Capture Doesn’t work!

Hi, I recently bought a Ring generation 2 doorbell. Everything works fine and the ring app software is good. However I cannot get the Snapshot Capture to work. I phoned Ring and the first agent was very helpful but anable to resolve the problem and asked me to try out and phone back. The second agent hung up on me and did not ring back. Should this feature work on my Rind 2 and if so how do I get it to work?