Hmmm yes getting that crap setup is a nightmare.
Here's some tips:
1) Check you have the globe icon in white (not grey) top right of the screen. If you have this, its talking to the internet (either by esim or wifi). If its not white, you've got another problem!
2) Using your computer, go into the We Connect portal, select the car icon on the left and "vehicle administration".
3) Make a note of your VIN (copy and paste).
4) Delete the car from We Connect
5) Re-add your car, using the VIN that you kept from before.
6) Go into the car, delete the user.
7) Add the user back (username and password)- you will need BOTH keys with you.

Choose make the user the primary user and it will ask you to push the button on both keys, one after the other.
9) Job done
Why is all this neccessary? God knows. That knowledge I've given you took me an entire day.
After that it (mainly) works properly.
Basically the thing lacks any proper documentation or error messages. Its shoddy.