Any troubleshooting tips for adding users?

I added my wife to ST with no problems, but we have an exchange student staying with us and nothing seemed to happen when I added her. I’ve followed the steps here https://support.smartthings.com/hc/en-us/articles/206531123-How-do-I-share-my-account-and-manage-users- but even though she shows up in my account users list, her phone never shows up and our home location doesn’t show up in her app.

Any troubleshooting tips? I’ve opened a ticket with ST, but not confident they’ll respond in a timely manner.

Tried that, it didn’t work. That’s why I’m asking if anyone has any troubleshooting tips.

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