It definitely sounds like you’ve covered all the right basis for this to work as intended. Outside of any mobile device specific settings or updates that might be available for your operating system, our support team will be able to help with a more in-depth look at this concern.
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.