Hello,
We are new to ring and are experiencing and issue where the selected ring adio tones only work with the iPhone is unlocked. When locked, only badges appear on phone. I have been through the settings extensively and cannot think of any thing that would be causing the issue. All other apps send audio tones when phone is locked. Any help would be greatly appreciated.
Hey @dwestfall102. Could you try removing the Ring app, rebooting your phone, and then reinstalling the app? From there go into the Main Menu > Devices > Ring Video Doorbell 2 > Device Settings > Alert Settings > and then make the alert tone assigned to what sound you want from the app, as well as the volume it should play at. Please ensure your phone is not on mute, silent, or on DnD. Once you have adjusted the settings, lock your phone and ensure you get the sound notification after dinging your Doorbell. 
@chelsea_ring Unfortunately, I have done that and did retry per your suggestion without any luck. We have 3 iPhones and it does not work on any of them.
Thanks for the update @dwestfall102! If the Ring app is not audibly alerting on any of the mobile devices, please remove and reinstall the Ring app, accept permissions, and also check for silent or do not disturb mode settings. Please also ensure there is not a VPN enabled or any similar apps on your Iphones that might conflict with notifications.
In addition to the Alert tones settings mentioned prior, try also checking on any motion scheduling, snooze, or device mode settings that might prevent alerts to your mobile devices. Feel free to let us know how this goes!
@Marley_Ring, thanks for responding. I have completed the suggested steps with out any luck. It does seem odd that this is occuring on any iOS device the app is installed on within our household. Are there any other iOS users experiencing this issue? As stated before, if the device is unlocked, the audio alerts work as intended. A new discovery is that when connected to blue tooth audio, the alerts work when the device is locked and playing music from another application.
This is quite an odd occurrence. I’ve tested and checked in with the team here to reproduce this, and in every instance the alerts come through on the latest IOS, while locked and unlocked. Sound will, of course, not play in silent mode, but I see that you’ve checked that variable.
With this happening on multiple IOS devices to factor out any one devices’ settings, I recommend reaching out to our support team for more in-depth troubleshooting. Please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support. Feel free to let us know how this goes!
As of 2021-01-24:
After two hours on the phone with Ring Tech Support, I have found a solution/workaround to this issue:
I chose #2 and now I can hear an audible notification on my iPhone when it is locked.
Running Ring 5.34.0 on iOS 14.3
I just had the exact same problem and it is the iWatch causing the issue. Now I only get notifications on my iPhone but cannot on my iWatch which is a shame. Can this be resolved? Would be great to have both notifications on both devices.