Unable to get into My Collection option via SmartThings app

I’m unable to get to my collection option in the app.

1.Tv reset done
2.App deleted and reinstalled
3.Modem reset done
4.Used different phones to ensure this is not a phone problem
5. Samsung Tech support raised ticket but no resolution
6. There is single wifi network at home with 2G or 5G options and I have connected both phone and tv to 5G

Any thoughts on how to resolve this issue.