You can access your Heart when you are at home but when you connect outside of your WiFi your Heart can't be reached. This bug was caused in version before fw 3.1.0 and it has to do with a remote session that has expired and your Heart are unable to connect after this.
- Open the Animus Home app
- Go to Settings→Remote Access
- Disable "Remote Access" and then enable it again
- Now you have a session that is online and one that is offline, you have to delete the session that is offline from your Animus Cloud.
- Go to https://www.animushome.com/users/heart
- Press "Disconnect" on the sessions that are offline.