Having the exact same problem, tried to online chat and the person said I need to be home in order to try a fix…
I guess the point for having such a device is that you can “be home” while away…
At the end, very disappointed to have the issue (I want it working like in the commercials!), and even more so on the poor customer service. Ours aren’t the first complaint about it, so one would think they would have a solution already.
When I get the notification on my phone, the person is already gone. That would not avoid package theft or even an intrusion.
Thinking about returning the entire thing.