ST requiring additional users to re-register washer/dryer

We have a ST v2 hub and a Samsung washer/dryer set with the USB dongles, which are hooked up to the hub and working fine after a bit of a struggle.

My wife downloaded the ST app, accepted an invite through the QR code, and is up and running - however, when she clicks on the washer or dryer on her list of devices, it is wanting her to re-register the devices, which is a huge pain and, from looking at the FAQ and support articles, seems unnecessary.

Is this expected behavior? Is there something we’re doing wrong? Or have we encountered an aggravating bug?