Is this a new car, just delivered? Call Ownership and let them know your VIN is not registered on your account.
Has remote access app worked previously? Probably going to have to take it to the SC.
Are you using your TM email address to log on, (not your screen name)? Gotta use your email address and regular password, not your Msolomi login.
When you successfully log on to the remote app, do you see the last 6 characters of your
VIN on the top left corner of the main screen? Call Ownership and let them know your VIN is not registered on your account.
Its also known to take a few hours after you get away from the SC, for remote access to start after the vehicle has been delivered at the SC.