No phone notifications when ringing doorbell

We just set up a Video Doorbell Gen 2. Everything seems to be set up correctly, but when we ring the doorbell it dings the bell in the house but does not send a notification to our phones. I’ve set it up on my iPhone (17.1.2) and it is shared with two android phones. I enabled the physical chime and tested it through the app, which seemed to work fine. It doesn’t even register a ring event in the history log. Other events work. Out of dozens of test rings it only registered 3 of them in the app last night. But it seems 90% of them didn’t see a notification. We just paid for a subscription. Followed all the help docs, but they were not useful. The only thing that seems off is that although the device is hardwired, it shows the battery at 3% in red. Is this normal? We want notifications every time the doorbell rings. Seems like the device may be defective? Thanks!