That doesn't seem right that it can't be started via the app. I have a 2020 se tech Rline. Im getting mine back today I really hope this remote start will be sorted after this last dealer visit.
I have a 2021 SEL Premium with 4motion and all the bells and whistles. I had the CarNet replaced at 3400 miles due to navigation was 20 miles off and the voice command couldn't hear a thing I said.
My carnet app starts the car 95% of the time as long as I Don't have the low fuel light on.
I eventually figured out the ACC remote start problem myself. My experience thus far has been that if the service department doesn't know the fix, they flat out lie. Told me the CarNet failed because I wasn't using the infotainment menus to disconnect my phone before unplugging the cable every time I got out of the car. Plus they gave me a bunch of bs about the ACC remote start issue . I finally had to show them the problem and the work around before they would admit they knew about it and that there wasn't a software fix yet.
They're lucky I like the Atlas so much or I would already be speaking with corporate.