Hi, I also have the simillar problem. When I go to App the lock is Loading very long, than I can put SETTINGS, go to Connection Status, than Disconnect Brigde, than Try to connect and after it it start to work. It work but not so long. The lock more is Offline than online. I mount it for my client and She is not happy for tjis product. Try to fix it fast.
I also tried to wrote to support - any reply.