Not able to log in to Smart Family App

I recently got my kid their first cell phone. I have tried several times to login to the VSF app on my phone with no success. I continue to get the error "The My Verizon ID, phone number or password you entered is incorrect." I have tried changing my password and that doesn't work. I am able to login to My Verizon without issue. I talked to the Loyalty team who realized that the primary parent was on the wrong line and they switched it to my line hours ago and still no success. Representatives inside the store have no idea what to do.  I uninstalled and reinstalled the app several times with no luck.