Doorbell 3 hardwired; no live view

We have a brand new ring video doorbell 3 that is hardwired. The battery life indicator has never been less than 95%. Wi-Fi signal strength at the worst is in the 40s. However, whenever I try to use live view -whether in the regular ring app or the rapid ring app- I am told that live view is disabled. I have gone through the settings and ensured that live view is in fact enabled. No VPN. The same happens whether on my iPhone 12 Pro Max, or on my husband’s Samsung. Why isn’t live mode activating? We are getting proper notifications and are also getting proper recordings. We just cannot drop in and use live view.