Can’t access locks away from home

We have two smart locks with WiFi. We can connect both while at home - a little slow sometimes, but it always works. They are close to the router and the signal is strong.

But we can’t connect to either while away from home. Even when one is home and can connect, the other cannot while away at work.

I don’t know if this is related, but when I come home, I get the notification on my iPhone that the door will be unlocked for me, but it never is - I have to use the fingerprint.

I’ve submitted a ticket, but I wanted to see if others have had similar issues and what they did.

Note that there are two of us and two locks. We both have the same problem with both locks.

@Austin5 Please check your updated ticket #182255 when you have a chance.