Two phones ?

@milmat176 I would suggest you call SS and ask them to walk through the process on all types of alarms (smoke vs security for example). My wife and I are on the same account, me with the primary and her as secondary and no issues in 9+ years

Article to assist from the help center.

https://support.simplisafe.com/hc/en-us/articles/360036466511-What-does-Professional-Monitoring-protect-against-What-happens-during-an-alarm-

Also, I would like to thank you for your post, as it has me thinking of a great question to  SS, which I will post separately.