We vibe (sync 2) long distance

We have tried many things to T and get the long distance to work on the vibe he has I phone I have Samsung galaxy everytime we try to add eachother it says we are offline when we are not. We have tried doing the both of us being on data thing as well as having all permissions on re downloading thw app ect ect. We have being trying for a long time now (decent few weeks) getting frustrated it’s the main reason we got it advice is appreciated. We have tried to reach out to customer support but they won’t respond.

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